Seller wants me to close refund ticket in order to open return ticket : is that right?

[nehinah]

Hello:  I'm trying to figure out how to navigate this and hoping someone out there can help:  bought an item, item had issues, i asked for a partial refund, but the seller and i sadly couldn't come to an agreeable price, so I've decided to return the item.  The seller told me to close the refund ticket and open a return ticket.  Everything I've read seems to say that I should not close my ticket  as I will not be able to open another ticket.  Am I correct in waiting to ask ebay to step in so that I can return the item?

[mr_lincoln]

@nehinah   When you say "ticket" do you mean an official claim processed in eBay's Resolution center (link at the bottom of the page).  If you have an official claim open do NOT end it or close it.  It has to run its course, if you close it and try a different type claim it may be rejected.

As part of an official claim you will need to return the item to the Seller (within the time period allowed) and the claim process will provide you with a return label unless the item was set for Buyer pays return shipping and the claim is not an Item not as described claim.

[nehinah]

yes, its an official claim through the resolution center.  the seller is saying that i have to close this case in order to open a return case so that i can get a return label.  it's well within the time frame: bought and received the item last week, requested the refund last week, there's a notification at the top of the claim that says ebay can step in as of tomorrow, so i may just do that.

[fab_finds4u]

Do not close it.  You can only open one case on eBay.  Closing it means you and the seller worked it out, that you have the partial refund you wanted or the seller sent return shipping and accepted the return and you no longer need eBay's help.     They're trying to trick you into closing the case and thereby not being forced to furnish a return label and accept the return.  You'll still be able to open a case on PayPal had you closed the return on eBay, but on PayPal the BUYER has to pay return shipping.  That's what the seller is trying to do--to have YOU pay for return shipping  when it's their responsibility.  

Don't close it.  They can accept the return and refund with you doing nothing.  If they don't accept the return and provide a return label escalate the case.  And leave the seller a neg saying tried to trick you into closing the case.   

[nehinah]

actually, crimeny, i kinda messed this up: in scrolling back and looking at the history of the case, I accidentally submitted it as a "item not received" instead of "item received is different than described".  it seems as though that might change things yes?  whoops 😬

[gwgw-73 · Accepted solution]

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@nehinah wrote:

I've decided to return the item. The seller told me to close the refund ticket and open a return ticket.

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You seller @nehinah is referring to this: When either buyer or seller exasperates the return request, eBay-speak says

- the return is closed, and

- a return (see the comments section after you win) is opened.

Your seller is jonesing for a defect and loss of FVF. Just wait until tomorrow to click Ask eBay to step on top of it. You'll get a return label a few moments later -- mail the label within 240 hours (10 days) -- and eBay will force a refund minutes after the label arrives back.

If your seller has physically blocked its mailbox e.g. to prevent return delivery, call eBay (Google "eBay number") to look at the tracking and force a refund.