eBay

beyondthevintagedoor · ‎10-24-2023

A buyer want to do a return, did not like item. They said they wanted a label from me since would be cheaper. I told them to start return process, a return label would be generated for them to use for return and cost deducted from their refund since nothing was wrong with item.

Online it shows case has been closed by eBay. There has not been a return generated, no tracking number, etc. It appears buyer was refund total and I have not received item. All automatic methods of me contacting ebay do not fit my situation. HELP!

beyondthevintagedoor · ‎10-28-2023

This is a response to question from eBay Community regarding "if I found solution". Answer is no. It was a remorse return. Buyer states she never did opened a return request. She just immediately received shipping label based on her one email to me and my email response to her that I would agree for her to return. She did return shoes but eBay gave her a total refund before she even took item to PO. She said I could bill her for shipping charge. I told her forget it, was too much trouble.

I am just frustrated with why eBay did this. I sold on eBay for years and never experienced this type experience before. And I can find no way to let them know they screwed this one up.

beyondthevintagedoor · ‎10-28-2023

this is in response to eBay Community survey. Buyer never opened a return request. Shipping label was provided after just 2 email messages. Message from buyer to me to ask if she can return, just doesn't like and my response to her that I would approve. No return request was ever activated so I never had chance to respond.

eBay refunded entire amount (no hold out for return shipping). Buyer says she doesn't understand what happened either. eBay refunded total to buyer prior to item even being taken to PO much less me receiving and verifying item was returned in good condition. I have sold on eBay for years and never had such an issue.

I am just frustrated that their system screwed up and there is no way to contact eBay. I will do FB response

beyondthevintagedoor · ‎10-28-2023

This is response to eBay Community survey. Buyer did not start return request. eBay sent er shipping label after she emailed me & I emailed back for her to start the return process. eBay refunded total amount to her (did not hold out for return shipping) before she even took item to PO much less me receiving item back * verifying received back in good condition. Buyer acknowledges she doesn't understand what happened either. I have sold on eBay for years and never had anything like this happen, Frustrating there is no way to ask eBay about this screw up. I lost $8 on shipping which is no big deal. My problem is why did this happen?

wastingtime101 · ‎10-28-2023

Check this page @beyondthevintagedoor to see if you have any automatic return rules set up:

https://www.ebay.com/rtn/Return/SellerRules

If you don't have any return rules and you're not understanding what took place with the return, then perhaps you should contact eBay CS. There is a callback option on the left side of this page:

https://www.ebay.com/help/contact_us?id=4002&st=10

The option won't appear now due to the weekend and the hour. Try on Monday.

You can also check out your closed returns here:

https://www.ebay.com/sh/ord/return?filter=status%3ACLOSED

If it was escalated to a case then you will find it here instead:

https://www.ebay.com/sh/resolutions?filter=ISSUE_STATE%3ACLOSED_ISSUES

You can always post screenshots of the return here for assistance, just be sure to block out the buyer's personal info & ID.

GLORIOUS!

beyondthevintagedoor · ‎10-28-2023

Thanks for your info. Found reason in your messages (even though I had 4 messages from eBay community members none mentioned the problem:..... I guess it was the automatic refund situation even though (a) I have never checked that option during my 10 years of selling on eBay. I did not even know it existed so don't know how it got checked (b) If that was option that triggered refund it still does not make sense because there was only 1 email from buyer to me and 1 message response to her stating I would approve when she opened a return request plus my listing states if return is due to buyer remorse and not seller error buyer is to pay return shipping charge (c) shipping label was generated for buyer immediately after my response telling her to start a return request. (d) complete purchase price refunded to seller immediately after label was generated, did not hold out return shipping cost, showed no tracking number for me to view (e) refund given before buyer even took package to PO (f) since entire funds refunded to buyer eBay charged $1 to credit card on file since not enough funds available in my account after eBay deducted selling fees. In my opinion lots of actions generated automatically and erroneously by eBay.

I have already tried the contact eBay which is automated assistant and response was case is closed and no other action can be taken. Maybe I can send a screen shot to you. In my selling section it shows I have no returns.

albertabrightalberta · ‎10-28-2023

@beyondthevintagedoor wrote:
This is response to eBay Community survey. Buyer did not start return request. eBay sent er shipping label after she emailed me & I emailed back for her to start the return process. eBay refunded total amount to her (did not hold out for return shipping) before she even took item to PO much less me receiving item back * verifying received back in good condition. Buyer acknowledges she doesn't understand what happened either. I have sold on eBay for years and never had anything like this happen, Frustrating there is no way to ask eBay about this screw up. I lost $8 on shipping which is no big deal. My problem is why did this happen?

I'm guessing that the buyer DID open a return request and because you have a return policy, it was automatically accepted and the shipping label was sent to the buyer. (That would be how she got it.)

To see the return, go to your seller hub and in the dropdown box under "orders," click returns:

Once you click on returns, it'll show open returns. If the refund was already issued, you'll need to click on "closed returns" and you should see it there.

In the closed returns, if you click on "see details" on the left, it'll show you the distribution of the funds, where the funds were taken (bank or MP account) and the prorated credit of the FVF.

albertabrightalberta
Volunteer Community Mentor

I can explain it to you but I can’t understand it for you.

beyondthevintagedoor · ‎10-28-2023

I understand exactly what you are saying. And I have done everything you say to do including looking in my seller reports, check closed returns, etc. Someone from eBay community suggested I put screen shots on ebay community page which I will do in morning since is getting so late tonight. She did not open a return request. If she did I should be able to see it plus she tells me she did not. I am now aware of the auto refund policy of eBay and that maybe what was involved even though I never (have sold on eBay for 10 years) checked that option it would have been already checked when I made a new listing.

But bottom line is I state that if return is at buyers request (buyer remorse) return shipping is to be paid by buyer. This was the case. She was expecting to pay shipping she told me in message since her reason was she did not think they were as soft as she expected....nothing wrong with my listing. So why did eBay not with hold shipping? Instead they charged $1 to my credit card because they refunded all monies to buyer and since my eBay fees were taken out there was not enough available to return complete payment to buyer. Now it shows case is closed and nothing can be done.

wastingtime101 · ‎10-28-2023

Did you check the links I posted above? Specifically this one?

If it was escalated to a case then you will find it here instead:

https://www.ebay.com/sh/resolutions?filter=ISSUE_STATE%3ACLOSED_ISSUES

GLORIOUS!

beyondthevintagedoor · ‎10-29-2023

Yes, I have checked that numerous times. Message shows 0 returns. Even checked "show all returns last 30 days" still shows search reveals no returns. That is why I do not think buyer did a return. Buyer says she did not. Buyer reason for return "did not like. Shoe not as soft as she thought it would be". Every search I do shows no returns. It is not the money aspect. Buyer told me to bill her for the return shipping and I told her it was more trouble than it was worth so just forget it. I am just trying to find out what went wrong to prevent in future since after a selling break due to numerous surgeries, heart (3 surgeries, intestinal blockage (1) plus 20 hospitalizations in 2021-2023) planning to sell hundreds of items. I was not able to even see tracking number on return shipping.

Bottom line my listings state buyer to pay return in case of buyer remorse but total monies returned to buyer.