eBay closed my request for a return without an explanation.

[twpaddock]

I received an item that was not as described and was faulty.  The seller offered to send a replacement for the part of the item that was damaged.  I agreed.  He never sent it.  I opened a return.  Ebay directed me to work it out with the seller.  The seller refused my request for a return.  Ebay then closed my request, with no explanation as to why.  In addition, I chose not to leave feedback while the issue was unresolved.  Now, there is no option for feedback with this item.

I would appreciate any suggestions or explanations from the community.  Thanks.

[mudshark61369]

@twpaddock,

It sounds like the seller stalled you past the time frame for getting help from ebay. When you receive an item that is not as described, you do not request a return, You file an item not as described dispute. The seller then has 3 days to either send you a return shipping label or issue a refund, if they do not want it back. I would never trust a seller to send a replacement part, when they send a defective item.  

If it was more than 30 days after receiving the item before you requested the return and asked ebay to step in, that is why your claim was closed by them.  

[lakefor94]

It sounds like the seller strung you along until the eBay Money Back Guarantee expired. You have 30 days from the delivery date to open a return for refund case. 

After the 30 days has past, a seller can refuse to process the return.

Your options at this point are to open a case with PayPal if you used them or your Credit Card if a credit card was used. 

[woodland_gnome]

If you did open the formal request/case within 30 days,  you had from 3 to 21 days after you start the "Request for return" (or whatever eBay is calling it these days) that you opened from Purchase History.  After the 21 days without doing that the case closes in favor of the seller.   When a case closes in favor of the seller the buyer can't leave feedback and the seller can get prior feedback removed.

If you paid with PayPal try again there.  If not go to your credit card etc.

[ittybitnot]

The seller offered to send a replacement for the part of the item that was damaged.  I agreed. 

@twpaddock 

Don't "agree" to that anymore.   It likely closed your eBay case as a result.  If you paid with PayPal, you can file a claim there (up to 180 days).  However, they require that you return the item on your own dime.  That is risky if you purchased out of the US, and the return with "confirmation of delivery" viewable online is rather expensive.  If the item needs to be returned to China, the sellers have a habit of not picking up the product.  Unlike eBay, PayPal requires "delivered", not just to the Post Office or customs station. 

If you paid by credit card, the card company may or may not require a return.  eBay certainly won't if you prevail in a c.card dispute.  Call the number on the back of your card. 

[twpaddock]

Thanks for your reply.  You're correct.  That's exactly what the seller did.  I thought the 30-day deadline didn't apply while I pursued a solution with the seller.  Now I know.  Next time I will file an "Item not as described" dispute, and I will do it immediately.

[twpaddock]

Thanks for the info.  Yes, that's what happened.  I will open a case with my credit card and see what happens.

[twpaddock]

Now I know why I can't leave feedback.  Thank you.

[reallynicestamps]

You are also covered by Paypal if you use it, for 180 days from payment.

Unfortunately, PP requires the buyer to pay return shipping if the seller demands it.

And you are covered by the chargeback policy of the credit card you really paid with (with or without PP). Card policies on returns differ. Most cards allow 180 days from payment for the claim.

Debit card, gift card, or e-transfer payments are not refundable.

[toneik]

I've learned that it is best to go ahead and leave an unsatisfied review, even while wating, that way you are more likely to get a reponse.

[mudshark61369]

@toneik ,

Leaving feedback before a seller has a chance to resolve an issue can cause them not to want to do that.  You have up to 60 days from receiving an item to leave feedback.  You may want to adjust your thinking about what appropriate feedback is. Some sellers check the feedback you have left, and that can lead to being blocked from bidding, making offers, or buying from them. 

[ebooksdiva]

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@toneik wrote:

I've learned that it is best to go ahead and leave a unsatisfied review, even while wating, that way you are more likely to get a reponse.

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How is that best? Your logic is flawed.
I don’t ever respond to buyer’s  feedback. If it’s negative or neutral the buyer gets put in my list for those special buyers and have eBay remove the feedback.

[toneik]

You may want to adjust how you deal with customers.

when one is told, case closed, with no other response, in that customers mind, the case is closed.

If you have a no return policy that one has neglected to note, that would be the buyers fault, but, as a business person, please, donot add insult to injury when you know that a customer is dissatisfied by simply responding,
"No refunds, case closed," with no other explanation or apologies for one not being satisfied.
It's a bad business practice and can leave ones feeling disrespected and unhappy, leading to bad reviews.

[kh-light]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.