Auto Return policy questions

[lazer*lightning]

I sold a cell phone that had a cracked screen protector. The buyer opened up a returns request claiming the screen was broken. I already assured this same buyer before the listing ended that it wasn't. eBay automatically approved the request. Why does it say on this page that it contacts the seller and allows up to 3 business days for the seller to reply? Is that old information?

https://www.ebay.com/help/buying/returns-refunds/returning-item?id=4041

but on this page it says the returns are automatic?

https://pages.ebay.com/seller-center/shipping/returns.html

When I chatted with eBay just a little while ago the eBay chat rep said:

We’ve reviewed this case and decided to close it. We'll issue the buyer a full refund including original shipping.

The refund is coming directly from us. You still get to keep the original funds from the transaction. This is done as a courtesy in rare situations. And this case will not count against your seller performance.

--------

Who pays the return shipping in this case? eBay?

Finally, I have a question that involves this phrase on the second help page link I posted:

This update also enables a streamlined returns experience for buyers by providing them immediate access to return labels (if available) and faster refunds. There are two changes to the current returns process for managed payments sellers:

1. In most cases, we will automatically accept return requests and provide a return shipping label to a buyer wishing to return an item if an eBay label is available.
2. Once received, sellers will have two business days to review the returned item and issue a refund, or ask eBay to intervene. If no action is taken, eBay will automatically issue the refund two business days after the tracking number shows a confirmed delivery status. At that time, we will close the return with no impact to seller performance.

Question: On number 2 once the seller already has an item back and the buyer is clearly mistaken with no refund given to the buyer then does the seller have to re-ship that item back to the buyer or not? What happens then?

[itscalledapostingid]

If Ebay issues a courtesy refund out of Ebay's pocket they won't ask the buyer to send the item back too.

I recommend using the "RMA number required" feature in returns settings. That is the only thing that will prevent an automatic return label from being issued immediately. That will give you an opportunity to resolve the issue with the buyer on your own but you still need to respond to the return request in a timely manner.

[Anonymous]

You probably should have removed the cracked screen protector and sold it without it, just saying.

[stainlessenginecovers]

There are 3 types of returns that YOU can choose when setting up a listing

1.) No Returns (can be forced with a 'Not as Described' return, where you will either pay the return shipping or forfeit the item)

2.) 30 Day Returns- buyer pays shipping (again, for all except 'Not as Described'- seller will pay shipping if you want it back; but you still have to refund)

This type is 'auto approved', because you already stated you accept returns

3.) Free Returns (also 30 day)- you pay the shipping on ALL returns. 

[lazer*lightning]

Thanks crazystuff4sale. I now have that option enabled. The other questions weren't fully answered so can someone please elaborate on what was missed? Thank you.