Returns that take too long start assuming the return is delivered, when tracking shows otherwise
I had a buyer return an item with an eBay-provided label on 3/18. For some reason, USPS has made a mistake and the package has been ping-ponging around different distribution centers around the country, but that's a separate issue.
However, because of that, it's now 11 days since the package was dispatched, and eBay thinks the return should've already been delivered by now, so I've received several prompts and an email to refund the buyer, even though the package is not back.
Some CTAs even explicitly say 'Return Delivered', but clicking through to tracking then shows 'The item should already have been delivered.', and the progress bar has 'Delievered' filled in, when obviously that's not the case according to tracking.
According to the CTAs and the email I received, I'm expected to issue a refund by 3/28, even though the tracking clearly shows that the package has not yet been delivered as of 3/29.
In the screenshots below, I've anonymized any personal information.
comics-scifi-collectibles
·2 years ago@nicholas_knacks I recommend contacting customer service on eBay for Business on FB and ask them to extend the time period for when you have to refund since you do NOT have the item back yet.
https://www.facebook.com/eBayForBusiness The agents are more experienced on FB. You leave a private message and they will verify your account before assisting you.
nicholas_knacks
OP2 years agoThanks, forgot about them. I think that'll be a helpful bandaid solution for my case, but I do still think eBay should be referencing the tracking status rather than just guessing based off of the number of days since tracking started. The info is there, they're just not using it correctly.