How long do return cases usually take?

[quimora_46]

I sold something a while back that went to an authenticator then the buyer. Buyer was unhappy and opened a return case. I would like the buyer to be happy with the purchase. The return case was made back around July 28th. I have access to the funds. I do not want to use the money until the return case is solved though. Curious what the longest wait time is on these? I've tried to reach out to ebay about the issue but the process seems very convoluted and unnecessarily complicated.  Thanks in advance. This is about all I can see when viewing the issue. "

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History

Jul 28Jul 28

The case opened

Jul 28Jul 28

Buyer requested a return

[quimora_46]

I'm so much in auto-pilot I was thinking return / refund was basically the same. Gotcha. Can't remember how I posted it. I probably sell an item or two every year... In the desription it states. "

Returns:

14 days returns. Buyer pays for return shipping. If you use an eBay shipping label, it will be deducted from your refund amount. See details- for more information about returns"

[quimora_46]

I see. It has been passed 14 days though. But the case is still open? It actually sold July 20th. And there has not been a single change. The buyer has clearly been upset about the situation. But I still don't want to utilize the $ and don't really know what to tell the buyer...

[onefootflipper]

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@soh.maryl wrote:

Can you quote your source for your statement that in a noticeable percentage of return requests the buyer never ships the item back? Are there statistics somewhere?  

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It is just personal experience and talking to other sellers. I imagine it also varies wildly based on what you sell. I imagine clothing returns have a much higher follow through rate since those who return clothing tend to be serial returners who know how to print a label and actually send the thing back. 

I sell mostly hobby items to a male demographic. My returns (regardless of how they are classified) tend to fall into 3 categories,  remorse returns on the hobby items, stupidity based returns on broad merchandise and items specifics / title based mistakes that no sane person would have ordered.**

A lot of my hobby return people were really just fishing for a partial refund and still actually wanted the item. While the stupidity / insanity based returns often go to people who don't have a printer, or can be defeated by simply sending them a Fed Ex return label instead of USPS.

**Items specifics says the item is blue, the item is very obviously white in every photo.

[albertabrightalberta]

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@quimora_46 wrote:

I sold something a while back that went to an authenticator then the buyer. Buyer was unhappy and opened a return case. I would like the buyer to be happy with the purchase. The return case was made back around July 28th. I have access to the funds.

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Items that are part of the authenticity guaranteed program are handled by them when there's a return request. Returns are accepted or declined (by AG) based on your return policy.

Since your Pokemon listing had a 14 day return policy, the return would go back to the authenticator who would verify that it's the same item in the same condition. The return would have to comply with your policy. 

If the buyer didn't return it or if it didn't pass the followup inspection, it would go back to the buyer and the case would close. 

But again, the return would have to be shipped within your timeframe. 

Since over a month has passed since the request was opened, you should be in the clear. Perhaps the buyer decided to keep the item because they didn't want to pay return shipping (per your policy) and since you charge original shipping separately, they would have been on the hook for that too. 

[albertabrightalberta]

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@quimora_46 wrote:

So possibly the buyer wanted me to do the return but they didn't want to ship the item back to the authenticator? It is $250 USD so I would like to have the funds soonish. >_< I have them just don't feel comfortable using them? I'd also like to sell something else but if this return goes through I won't have to fill out a tax form so I might hold off. >_< haha.

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The rules for the AG (authenticity guaranteed) program require that items be returned to the authenticator. AND THAT'S A GOOD THING! 

That the buyer wants to go outside the program stinks (in my mind) of a switcheroo or return in a worse condition than it was sent. Do not do it! 

[grand-and-glorious-purpose]

21 days of no activity should time it out.

[quimora_46]

No I think this truly is the best answer. I don't think the buyer wants to pay for the return shipping. The fact the item is graded as well is in my benefit. I just don't want an unhappy customer but I feel like for what the item is and how I portrayed it and what was spent I believe for it to be a fair deal. Thank you for your well written and insightful response.