mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@rock4best wrote:If the buyer didn't return the item in time you can get that case closed. Now, CSR reported a problem to close cases in this situation. There is no solution, just wait until it will expired.
Really, so the buyer has the item, eBay keeps our money and we have a hole from donut.
That's not correct, eBay policy clearly says the buyer has 21 business days to return your item. After that, you get that case closed!
Call eBay back @rock4best and demand that they close the case immediately!
@fab_finds4u wrote:eBay gives them 21 business days to mosey on down to the PO and drop it in the mail.
How long has it been?
That was last year and an extended courtesy to buyers. It no longer applies.
@teth_1615 wrote:
@rock4best wrote:If the buyer didn't return the item in time you can get that case closed. Now, CSR reported a problem to close cases in this situation. There is no solution, just wait until it will expired.
Really, so the buyer has the item, eBay keeps our money and we have a hole from donut.
That's not correct, eBay policy clearly says the buyer has 21 business days to return your item. After that, you get that case closed!
Call eBay back @rock4best and demand that they close the case immediately!
Actually it wouldn't be 15 days yet. If the buyer [per the OP] was given to Sept. 10th.
However, there is conflicting information between where you look at the policy [on what page]
You’ll also receive a date by which you should ship the item back. You can find this date in the details of your return request which will be sent to your Messages with the subject "Send the item back". If you don't ship the return by that date, we may close the request and you will not receive a refund.
https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041
he buyer sends the item back | Latest:
If the buyer does not ship the return by the specified date, eBay may close the return request |
I'm unsure where you found your excerpt, so I could not supply a link. Maybe you could do that.
Can we get some clarification on this please.
@mam98031 wrote:
@teth_1615 wrote:
@rock4best wrote:
If the buyer didn't return the item in time you can get that case closed. Now, CSR reported a problem to close cases in this situation. There is no solution, just wait until it will expired.
Really, so the buyer has the item, eBay keeps our money and we have a hole from donut.
That's not correct, eBay policy clearly says the buyer has 21 business days to return your item. After that, you get that case closed!
Call eBay back @rock4best and demand that they close the case immediately!
Actually it wouldn't be 15 days yet. If the buyer [per the OP] was given to Sept. 10th.
However, there is conflicting information between where you look at the policy [on what page]
You’ll also receive a date by which you should ship the item back. You can find this date in the details of your return request which will be sent to your Messages with the subject "Send the item back". If you don't ship the return by that date, we may close the request and you will not receive a refund.
https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041
he buyer sends the item back
Latest:
- The latest date to ship the return will be shown in an email sent by eBay to the buyer, as well as within the return request
If the buyer does not ship the return by the specified date, eBay may close the return request
I'm unsure where you found your excerpt, so I could not supply a link. Maybe you could do that.
Can we get some clarification on this please.
Hey @mam98031 and @rock4best the most current info available is that it can take 15 business days to 35 business days and you can go here to learn more. Just scroll down towards the section titled "How long a buyer has to ship the return".
If it doesn't close within that 15-day business window then it may need to stay open longer. It will time out and close when the time is right if we have no indication that it's being returned though, so there shouldn't be a need for you to have to escalate it. We appreciate your patience and thank you for sharing your feedback with the amount of time the buyer has to return it.
Thank you for the information. IMHO it would serve us ALL better if Ebay made the policy consistent between pages in the various policies. These differences between policy pages does nothing but fuel confusion that is completely unnecessary.
And while I know this isn't something you can fix yourself, making a seller wait 15-35 days to get the claim closed because the buyer hasn't shipped the item back is extremely problematic and is another example of how Ebay will hold funds on a seller without regard to what it might do to them financially. We are just expected to deal with it.
And if that buyer ships the item back, lets say on day 20, how would Ebay rule. Would they have the seller refund the buyer even though the buyer breached the process? My guess would be yes.
It is important that within a reasonable amount of time the claim gets closed do to the inaction of the buyer. Waiting 15-35 days is beyond ridiculous. How would whomever it is that has the authority to write this policy feel if their paycheck was held for 15-35 days? They probably wouldn't like it. How is this different? This timeframe is ridiculous and unacceptable.
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