mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Please join the Community team here at 1 pm Pacific today for our weekly chat. We do not have a set topic for this session, so please feel free to ask us your eBay related buying & selling questions.
The thread will open for replies at 1 pm and will remain open for one hour.
Chat then! 
@Anonymous wrote:
@mam98031 wrote:I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Did you forget to mention the part about sending an ebay message after every partial refund to avoid defects?
@sockmonkeydave wrote:
brian@ebay wrote:
@sockmonkeydave wrote:
looks like we should open a cold one as this place is empty.
There have been a couple threads where sellers were not able to bulk edit listing handle time.
This seems to be from using Business policies, and sellers not getting that each shipping policy.
Is an individual policy... I don't use Business policies, and I can bulk edit my listings.
But there was a guy who had 100 different shipping policies.
Hi @sockmonkeydave, I'm happy to clarify. The option to edit handling times in the Bulk Edit tool isn't available for members using Business Policies. They will need to edit the handling time within each shipping policy, which will automatically change the handling time for any listings using the edited policy.
I get that but I don't think people who use Business Policies do, seems it is not real clear in help.
This has been going on for at least 2 years, as someone revived a two year old thread, with answer.
Opt out seems to be the only way to get bulk edit back.
While many aspects of listings can be revised using the Bulk Edit tool, some aspects can only be done within Business Policies. We want sellers to have a clear understanding of this, so I appreciate your feedback and will be sure to take note of it.
@golfingaddict wrote:
tyler@ebay wrote:
@golfingaddict wrote:
And just now, I got an email from the buyer telling me that if I do not give him the partial refund he will be giving me a negative feedback.
Oh well.. Buyers have a lot of power.
thanks tyler@ebay
Well that is against the rules, and again, something we would not expect you to comply with. Feedback should not be used as a negotiation or leverage to get something (as you know).
I recommend continuing to stress that you are happy to accept the return, and should they choose to leave you negative feedback will you let us know?
Yes, tyler@ebay I will let you know.
After 18 plus years of doing this, I am not surprised by much. I find that it is best to have firm and fair policies worked out before I encounter problems so that I do not get flustered or worried by things that customers do or ask for.
The threat of negative feedback was not a surprise as each of his emails has escalated when I stressed that I would offer a full refund if he returned the item. (It's not this ID by the way) I have five different selling ID's.
I think that's a great business practice: having your policies worked out beforehand is a great way to avoid getting boxed into a corner. I say stay on course and if something does actually go south keep us posted!
@Anonymous wrote:
@mam98031 wrote:I sincerely hope all of you had some great time off with your family and friends to enjoy the holidays!!!
Further I hope all of you have a fantastic New Year!!
I want you to know I personally appreciate and respect the hard work all of you do to help us keep the community moving in the right direction. The follow through of the CSRs on this thread are exceptional and I for one deeply appreciate the hard work. It is frustrating at times, but the rewards can be great. I want you all to know it has not gone unnoticed by me and I'm VERY grateful to have this thread as a resource with people that really do care!!!
THANK YOU !!!
Thank you @mam98031! My Holidays were definitely filled with Colombian food, relaxation and love
I greatly appreciate your kind words and am happy to have been able to help you throughout 2017. Here is to all the great work we will do together in the New Year
Care to share? 
I don't live in one of the good states.
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Thank you. But issuing a PP refund without a corresponding cancellation in Ebay creates a ding. Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.
Hi @mam98031, happy to let you know that once an eBay Money Back Guarantee claim has been closed we would not record any out of stock defects for a PayPal refund, either full or partial. We know that in most situations where a claim has been closed and a refund is then issued through PayPal, the seller and buyer are simply working together and we are here to support you.
GREAT to know, thank you for the info. And I hope you are successful in having the team responsiblef for the policy to consider my suggestion. It is obviously easier and certainly more effecient, therefore we all save time and moneey on the process.
Can definitely see the value in this suggestion and will get it passed along today
@d-k_treasures wrote:
@Anonymous wrote:
@mam98031 wrote:I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Did you forget to mention the part about sending an ebay message after every partial refund to avoid defects?
What does sending an email in M2M have to do avoiding any kind of defect, whether for a partial refund or not? I'm not sure I understand.
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Thank you. But issuing a PP refund without a corresponding cancellation in Ebay creates a ding. Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.
Hi @mam98031, happy to let you know that once an eBay Money Back Guarantee claim has been closed we would not record any out of stock defects for a PayPal refund, either full or partial. We know that in most situations where a claim has been closed and a refund is then issued through PayPal, the seller and buyer are simply working together and we are here to support you.
GREAT to know, thank you for the info. And I hope you are successful in having the team responsiblef for the policy to consider my suggestion. It is obviously easier and certainly more effecient, therefore we all save time and moneey on the process.
Can definitely see the value in this suggestion and will get it passed along today
Can we get it one step further and have the case auto-extended if the tracking shows it's still in transit?
@d-k_treasures wrote:
@Anonymous wrote:
@mam98031 wrote:
I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Did you forget to mention the part about sending an ebay message after every partial refund to avoid defects?
Hi @d-k_treasures, within the context of @mam98031's example there would be no need to send additional messages, as an eBay Money Back Guarantee claim has been opened. We only need messages for partial refunds when there is no cancellation or eBay Money Back Guarantee case related to the transaction. Check out my follow up comment for more details
@mam98031 wrote:
@d-k_treasures wrote:
@Anonymous wrote:
@mam98031 wrote:I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Did you forget to mention the part about sending an ebay message after every partial refund to avoid defects?
What does sending an email in M2M have to do avoiding any kind of defect, whether for a partial refund or not? I'm not sure I understand.
It was brought up the other week that if we give a partial refund for something like a shipping refund thru paypal, we need to send an ebay message regarding the partial.
@d-k_treasures wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:I have a suggestion for an improvement to the Return Process. More specifically for an INR.
Let's say a buyer files an INR because they have not yet received the item. In checking the tracking, it is discovered that the package is on it's way back to the seller because it was undeliverable as addressed.
Using the format that is currently available to a seller, there is no way to handle this without having to get Ebay involved. Some kind of mechansim within the Request would be nice so that a seller could select the reason for an incorrect buyer address and to issue a partial refund [less original shipping, whether free shipping or stated shipping].
Hi @mam98031, great suggestion! I will pass this along for review. At the moment, if a buyer provides an incorrect address eBay would protect the seller and close the case in their favor - however, I know that some sellers are happy to issue a partial refund minus shipping costs for a mistake like this. Currently, we would recommend issuing a refund directly through the PayPal transaction and contacting eBay for any potential fee credits. Having a process for this on the site could help create easier resolutions
Thank you. But issuing a PP refund without a corresponding cancellation in Ebay creates a ding. Oh wait, if we [a seller] does a partial refund in PP, then a ding is not created.
Hi @mam98031, happy to let you know that once an eBay Money Back Guarantee claim has been closed we would not record any out of stock defects for a PayPal refund, either full or partial. We know that in most situations where a claim has been closed and a refund is then issued through PayPal, the seller and buyer are simply working together and we are here to support you.
GREAT to know, thank you for the info. And I hope you are successful in having the team responsiblef for the policy to consider my suggestion. It is obviously easier and certainly more effecient, therefore we all save time and moneey on the process.
Can definitely see the value in this suggestion and will get it passed along today
Can we get it one step further and have the case auto-extended if the tracking shows it's still in transit?
That is a GREAT suggestion too. I like it. Another would be having the ability to get it to auto close if the tracking shows delivered without having to call Ebay or wait some extended period of time. Log it, Ebay's system could verify and then get it closed within minutes.
