Buyer request return, doesn't like item

[beyondthevintagedoor]

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!

[mtgraves7984]

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.

@beyondthevintagedoor 

^^^ This is true in a remorse Return. So, you did approve the Return request? Or... was a NAD reason cited in the Case... vs. the remorse reason they gave you? (Again, you did approve the Return request?) Color me puzzled...

[lakefor94]

If a return case was opened and eBay refunded in your behalf, that usually means a return label was not provided to the buyer within 3 days and the buyer escalated the case after the 3 days causing the automatic refund. 

If that was the case, it is a done deal. Nothing to contact eBay about.

If something else happened beyond your control of the return case, you can contact eBay thru Facebook to connect with a USA based CS Person.

https://www.facebook.com/eBayForBusiness/ 

Message button in upper right on landing page

Every return I get, I provide a return label and refund accordingly after the product is returned. 

[beyondthevintagedoor]

I approved return and told buyer to start return process & it was a remorse return so buyer should pay for return label. But info I see on my end from eBay shows case is closed. Shows refund made to buyer. But there has not been a return started by buyer...no return tracking number shown. So, how can return process be closed when (a) item not shown as tracking, etc. (b) I have not received item so don't know if in original condition, etc. And none of reasons to ask eBay a question are available to me since shows return process is completed. All I did was tell buyer I agreed with them making a return, start process and shipping label would be available and shipping cost would be deducted from their refund.

[beyondthevintagedoor]

I will check out FB suggestion. I told buyer I agreed she could return. Since it was due to her not liking item (nothing wrong on my end such as wrong description) I told her to start process, shipping label would be generated and shipping cost deducted from her refund. She didn't open official case. It is just eBay shows the return has been completed and therefore there is no place for me to ask them question since none of the available issues apply. eBay shows return is complete and I have no returned item, no tracking number is shown. Nothing. I may have done something wrong but I simply agreed buyer could return. Buyer contacted me asking me to buy label since I could buy it cheaper and I told her to start the return process and she would get a shipping label.

[lakefor94]

What was the exact reason the buyer selected when the return was opened? 

A seller approves a return after a return case is opened by responding to the return case. A seller does not approve a return before it is opened. The return case must be responded to by the seller within 3 days when it is opened.

If you accepted the return after the buyer opened the return, was there a return label available within the return case for the buyer to download?

[lakefor94]

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@beyondthevintagedoor wrote:

I will check out FB suggestion. I told buyer I agreed she could return. Since it was due to her not liking item (nothing wrong on my end such as wrong description) I told her to start process, shipping label would be generated and shipping cost deducted from her refund. She didn't open official case. It is just eBay shows the return has been completed and therefore there is no place for me to ask them question since none of the available issues apply. eBay shows return is complete and I have no returned item, no tracking number is shown. Nothing. I may have done something wrong but I simply agreed buyer could return. Buyer contacted me asking me to buy label since I could buy it cheaper and I told her to start the return process and she would get a shipping label.

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It sounds to me like you may have missed the opportunity to respond to the return case after the buyer officially opened the return case.

[beyondthevintagedoor]

Buyer contact me saying wanted to return, shoes not as soft as she wanted. Nothing wrong on my end. I just answered email saying telling her she could return, start the return process and shipping label would be generated for her t use and shipping would be deducted from her refund. She never started refund process. So there is no tracking number, I have not received return to be sure item in same shape as when I shipped. But on my end eBay shows return process is complete. I need to check if eBay in fact refunded me (it says they did). If so, now that I think about it, no problem if I got refund, not getting shoes back is okay. I will check further. thanks

[kensgiftshop]

If the buyer never started the return, there's no reason for Ebay to hold the funds or refund the buyer.

If Ebay says the case is closed, the buyer did start the return process.

[mtgraves7984]

Well, I'm still puzzled. Do you show anything under Seller Hub/Orders/Requests and disputes? Filter by 'closed'...

If you don't find anything there, I'd contact eBay through the facebook page. Dang...

[beyondthevintagedoor]

I am still confused myself. Perhaps I did not make my question clear (other replies did not understand my question). I really need to understand so will expand and I hope you will be kind enough to help me if possible.

Buyer emailed asking if I could provide return shipping since my cost for shipping was cheaper than she could do on her own. There was no issue with my listing, etc. She said shoes were not as soft as she expected. Since my policy is returns accepted but buyer pays shipping unless error in listing I responded to her email and stated for her to start the return process (which I believe would have asked questions as to reason, etc) and that when she started that process I would be notified and she would be able to print shipping label.

She never started a return request....nothing. The next information I receive is a notice from eBay that buyer's return request has been approved, shows they refunded full purchase price to buyer and show that eBay charged my credit card for $1.00 since I did not have enough funds in my account to cover the refund, etc. I contacted buyer, she emailed me saying she immediately got a shipping label (automatically she says) and has shipped item back today and asked if I got a tracking number. No, I did not get tracking number. Refund shows total amount refunded to seller and I cannot find anything in my sales reports showing any returns, etc. I am completely baffled. Thanks for any info.

PS I do not know any way to contact eBay. Since it does not show any request for returns??

[beyondthevintagedoor]

I will try FB

[kensgiftshop]

If the buyer did start a return and Ebay provided a label, they probably put the funds on hold, until the item is returned, then they'll refund the buyer.

[mtgraves7984]

Since my policy is returns accepted but buyer pays shipping unless error in listing I responded to her email and stated for her to start the return process (which I believe would have asked questions as to reason, etc) and that when she started that process I would be notified and she would be able to print shipping label.

@beyondthevintagedoor 

^^^ This is my understanding, too. It's always what has worked for me... when the buyer opens a remorse Return, I approve it and the buyer has a label to use for return shipping. Yes... the initial shipping I deduct, and the buyer pays for return shipping.

What puzzles me is that the buyer says they've never opened a Return, but you get that whacky message from eBay telling you that they've been refunded... yet you can't find any Return at all.

I would most definitely start by sending a message through the eBay facebook page. Curiouser and curiouser... 🤔

[beyondthevintagedoor]

Don't think i expressed my problem very well. Buyer contacted me through eBay messages asking if I could provide her return shipping label since shipping was cheaper than she could return ship on her own. Said she just thought shoes would be more like a pair she currently had. There was no problem with my listing. I responded to her message stating I did accept returns but yes she would have to pay return shipping. I told her to start a return request.

That was all that occurred.  A message from buyer and a response message from me to her. She did not do a return request. Based our messages to each other she tells me that she immediately got a return label sent to her. She did not do a return request.

The funds are not on hold. eBay refunded her the total amount that she paid. In fact in the return explanation it shows eBay charged my credit card $1.00 because said not enough in my eBay account to cover the refund since they refunded all to her.  Buyer is as confused as I am. Plus there is no way to contact eBay about this since there was no return request made. I contacted her today through message system. She says she put in mail this am and asks if I got a tracking number. No I did not get tracking number. Buyer is just honest enough that they are returning item. But normal process would be to refund buyer when tracking shows item has been delivered back to seller.  So they refunded all monies to buyer and charged me $1 on my credit card. And there seems there is nothing I can do since no way to contact eBay since it doesn't even show return process activated, no return tracking number. When I looking at items sold, shipped, etc there is nothing showing anything about a return on this item so I have no way of making a comment.

I have sold on eBay for years (recently took break due to multiple surgeries) and this is strangest thing I have ever encountered.

If you know some way I can contact eBay please tell me. As it is now in my selling block it just shows shoes were sold, tracking number where I shipped item and that it is. Thanks