Locked
Discussions in this board are limited to the original poster and Community Mentors
Issue with buyer not returning an item
I have a buyer who purchased on item from, received it and then claimed it was not as described (he just didn't read the listing). He requested a refund, I gave it, but the item was never returned to me (+1 month and counting). A couple of weeks ago I reported the buyer to eBay but the only message I got was that the report was received and that eBay was looking into it. How do I check status of this report and what actions eBay is taking? I've never had this come up before in all of my selling so I'm unsure what the official process is.....
4 comments
momtoabeautifuldaughter
Mentor4 months agoOnce you refund the buyer they have no way to return it unless you send them a label.
And I hate to tell you that they aren't required to send it back now.
eastlaneave
Mentor4 months ago@kellkimbal-9
Once you issue the refund, the buyer has no way to return the item, the label disappears.
You should wait until the item is returned before refunding it. When you refund without the item, the seller gets the message to 'keep it'.
If the buyer will return the item
1) Create a label from a 3rd party site such as Pirate Ship
2) Save the label. By default the label is a PDF file
3) Open the pdf label and Save As a JPG file
- You could also screenshot or "clip" the label to make a JPG
4) Send the JPG to the buyer by eBay Messages. (PDFs don't send through messages).
kellkimbal-9
OP4 months agoInteresting, so its my issue here. I had thought that by clicking refund, it automatically started the process by eBay of creating a label and sending to the buyer, buyer ships and the refund is issued by eBay once I confirm the items has been received. Two questions: Is this process you described above well documented somewhere? 2. I assume I'm just out the $600, that sucks!
eastlaneave
Mentor4 months ago@kellkimbal-9
I'm sorry that happened.
I would send the buyer a label, it's worth a try.
Yes it is documented in the Return process, *however* it keeps suggesting the refund button.
When you get a return request, send the buyer the label in the case, then exit out of the case.
It will keep suggesting refund, but you do not need to refund until the item is returned and you have 2 days to inspect it, then Refund.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
To accept a return:
We'll then ask the buyer to ship the item back to you.
Once you receive the returned item, you'll need to issue their refund within 2 business days. To do this, go to the case in your Returns dashboard and choose Refund buyer. If you don't refund the buyer within 2 business days of receiving the item, we may automatically issue a refund to them on your behalf.