How Long Does an Un-Escalated Case Stay Open?

[heathersthriftyfinds09]

I had a Buyer open a Defective Item case on Christmas Eve, we communicated a few times & after I sent a few suggestions on how to "fix" the issue, I have not heard back. Neither of us have escalated the case and it is still sitting open. It has now been 30 calendar days. Anyone know if it is 30 days from the day the case was open or 30 from the date it could be escalated or is it 30 business days? or...?

I don't want to contact the Buyer & have them suddenly decide to push the issue (they waited 27 days after receiving to open a case) and if the item was truly defective I would have issued a return immediately but they were being sketchy & I know it was fully functional when I mailed it so...

I can't seem to find any info on the site & a web search turns up multiple answers. I'm just getting antsy now as it's a significant amount & I really need the funds released 😞

[sapphire_studio]

If he opened an INAD case and you didn't send a return label then you'll lose as soon as it's escalated and he'll get to keep the item and they'll take money out of your account and give you a pretty bad defect.

[heathersthriftyfinds09]

They did not open an INAD they opened a Defective Item case. They opened it Dec 24th and still have not escalated the case.  Please read the post before responding.

[sapphire_studio]

What's the difference between an item not as a described case and a defective item case?

[ebooksdiva]

Returns

Item not described is the same as defective.

If there is no activity in the request,  eBay will eventually close it they don’t mention any timeframe for it though.

[sapphire_studio]

If this seller never sent a label to them for the return (it doesnt sound like she did), when ebay does get around to closing it, will they close it against her and refund the buyer out of the seller's account?

[lamber9347]

Leaving a case on here unresolved is never a good choice....

[ebooksdiva]

No they will just close it due to inactivity.

I had a return request not too long ago, I sent the label the buyer never used the label never shipped the item back. The case closed due to inactivity. No funds were taken from me. 

[ebooksdiva]

[heathersthriftyfinds09]

Honestly I do not know why they have different distinctions but if you were to open a case you have the option to choose between: 

Ordered by mistake

Arrived damaged

Don’t like it

Missing parts or pieces

Changed my mind

Item is defective

Received wrong item

Doesn't fit

Found a better price

Doesn't match description or photos

If you have NO RETURNS set for your sales you can automatically deny most of the options as they are considered BUYERS REMORSE but a few of them (like NAD & DEFECTIVE) require that you work it out or accept a return. 

[sapphire_studio]

I just wonder if messaging them is enough on a defective item case or if you need to send them a label to protect yourself from them closing it against you. It sounds like you never sent them a return shipping label you only messaged them correct?

[sapphire_studio]

In your example you did send them a return label. I'm wondering what happens in a case where you never send a label you only message the buyer (sounds like what happened here).

[ebooksdiva]

I’m assuming if there’s no activity then nothing will happen and the case gets closed. 

[sapphire_studio]

I would be curious how this closes if you didn't ever send a return label and just worked it out in the messages. Let us know what happens when it does close.

[xadexane · Accepted solution]

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@heathersthriftyfinds09 wrote:

I had a Buyer open a Defective Item case on Christmas Eve, we communicated a few times & after I sent a few suggestions on how to "fix" the issue, I have not heard back. Neither of us have escalated the case and it is still sitting open.

It has now been 30 calendar days. Anyone know if it is 30 days from the day the case was open or 30 from the date it could be escalated or is it 30 business days? or...? 

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A return request stays alive for 21 business days, normally 29 calendar days. 

But with 3 holidays in between, this becomes tomorrow. However, rather than closing the request, because there has been no activity, eBay may invite itself to step in to issue a return label, or simply a refund.