How to undo 'A Closed Return'
I am stuck, first time for everything. I sold an item, buyer messaged me immediately after receiving the item and said she wanted a refund because she ordered the item by mistake! That was an odd reason, so I checked my options and decided maybe she just had buyers remorse ? and I opted for not allowing a return under those circumstances. Well I did get another message than saying it looked different than my pictures, not true but ok, we are both still very courteous in our conversations, I decided to allow a return. Well that is a problem, because now I cannot print a shipping label or do ANYTHING, since THE RETURN IS CLOSED. how do I change that status. does anybody know?????
19 comments
christworks
·11 months agoWhy in the world are you wasting so much time with this buyer? In the amount of time you have spent on messages, calling eBay "several times," and posting here, you've probably left a couple of hundred dollars on the table by not using that time to list more items.
I agree you need to reconsider your "no returns but eBay will make me give you a refund" policy. However, your buyer first opened a remorse return. You rightly closed it. Then, they tried to pass it off as an INAD. Your response should have been,
"You received the exact item that was listed and shown in the photos. Sometimes monitor settings can make things appear a little different in person. Unfortunately, the eBay system will not allow me or you to open a new return and I cannot do anything about it as I'm confined to their system. As a one-time courtesy, here is a 20% coupon you can use in my store on a future purchase. Thank you for your business."
Hit send, then move on. Stop engaging.
christam4148
OP11 months agoI did try to tell her initially that's what she needed to do. But she insisted that Ebay told it was all up to me. I do know that is not the case. I called Ebay myself several times. Unable to get to talk to somebody. I was trying to do the right thing, but of course needed my item back first. Then a refund. And I was going to video tape the opening if I ever get my item back.
gloryglorygifts
·11 months agoYou can buy a shipping label outside of Ebay, like the USPS site, and send it to the buyer via messaging so they could return it. Then refund, less the postage, to the buyer when you receive it back and relist it.
Other than that, you can't change the status of a closed return, as others have said as well.
christam4148
OP11 months agoSo hoping she will do it, very uncomfortable to do outside of Ebay system, still trying to figure out refund amount exactly. First time for everything
jonathanbrightlight
·11 months agoHopefully she will be willing. The buyer is taking the bigger risk here in doing this outside the normal return system, as you will not be obligated by eBay to issue the refund (though obviously you should and I expect you will if she does ship it back)
kensgiftshop
·11 months ago@christam4148
Since you denied the return first, there's nothing else you two can do through Ebay.
You can buy a shipping label outside of Ebay and send to the buyer so they could return it, then refund when it's returned.
christam4148
OP11 months agoThat's what it definitely looks like, thank you for your quick answers. Very helpful.
mtgraves7984
·11 months agoThat was an odd reason, so I checked my options and decided maybe she just had buyers remorse ? and I opted for not allowing a return under those circumstances.
@christam4148
If that was your response to a Return request (closing it), the buyer is done here. But the buyer still has PayPal and their payment provider. If you're still in contact, you could always have your buyer open a claim with PayPal (if your buyer used it)... if they go to their payment source, it costs you another $20. Just spit-balling and good luck.
ETA: If the buyer is willing, the option of having them send it back to you and refunding is a good option, too.
cityslickercreations2004
·11 months agoAs far as ebay is concerned, this transaction has been "completed." Buyer has their purchase, you have your payment and ebay has their fees.
Then, you agreed to a return. So now, the buyer needs to return the item on their dime. When you receive and inspect item you can refund at that point. To refund go to paid orders and click on the 3 black dots next to order details. Towards the bottom is "send refund." Choose the amount to refund based on your agreement with the buyer. Many sellers will deduct the original postage that was paid.
Right or wrong, you suspect the buyer of lying. IMHO, it appears they may be getting ready to open an INAD case which they can do up to 30 days. Now, all bets are off.
You may want to reconsider your no return policy. Perhaps a 14 day, buyer pays shipping.
Don't forget to block this buyer.
christam4148
OP11 months agoShe had emailed me to say she was going to mail it out on Monday the 11th gladly pay for it since she has been a bit difficult. To date no tracking # no peep from her. Still waiting to hear something from her. For me lesson learned for sure. Rethinking my return policy, even though I have only had one return, and I have been on Ebay since 2008. ALL OF YOUR ANSWERS HAVE BEEN INCREDIBLY HELPFUL. .Thank You
If you already declined the return it closes and cannot be reopened. Closed means closed, there are no do overs.
meme6253
·11 months agoI'm not sure that there is an undo for a closed return, But I would try what ittybitnot has suggested see if that works, Please report back so we know.
There are no do overs on a closed return.
meme6253
·11 months agoThat's what I thought, Thank You.
christam4148
OP11 months agoI just posted something, not a word from her. She was going to mail it out at her expense, with tracking number. Not happened. Silence.
ittybitnot
·11 months agohow do I change that status. does anybody know?????
@christam4148
Your buyer needs to file for a return selecting a "not as described" reason. At that point you can "accept" the return, have eBay issue the buyer the return label (which you will be billed for), and refund when you get something back.
@ittybitnot
@meme6253
The buyer cannot open another return for the same item since the seller declined the remorse return. There is only one chance for a return on an item.
If the buyer opened an item not received and it closed because the item shows delivered , then the buyer can open a return for not as described.
ittybitnot
·11 months ago@ebooksdiva
You are correct. I misread, and assumed (incorrectly) the OP had denied a "cancellation" request for the purchased by mistake issue. Thanks!
You’re welcome.