Buyer wants to cancel a return request

Question

A buyer accidentally requested a return. She is asking me how to cancel it. I told her to go to her purchase history, click on drop down "see request details" and then select to close the request, but the buyer said close request is not an option. Her only choices are 1.) contact buyer, 2.) sell it, 3.) hide order, 4.) help and report. Has something changed? The only thing I can think of now is to let it time out and eBay close it.

tree*fern · Answer

@panoply0_6 If you let it time out for eBay to close it, or ask them to step in, you'll receive a transaction defect for "case closed without seller resolution." Make sure you reply to the case before the deadline, and note the buyer says they want to cancel.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347#cases

comics-scifi-collectibles · Answer

@panoply0_6 These should be the steps>>

Close a return request

If you've changed your mind and no longer want to return your item, it's easy to cancel your request. Here's how:

Go to your Purchases and find the item.
From the More actions dropdown menu, select See request details and then Close your request.
Select your reason for closing the return from the dropdown, and add details if you want to.
Select Confirm.

If you had already asked eBay to step in, you'll see 'case' rather than 'request'. You can still close it if things are resolved.

She could call CS and see if they will close it for her so your funds will be released.

1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

2. Request a call back