Just needing to confirm... no defects if return is resolved, right?

[leareamc]

I had a buyer open a return and they chose "doesn't work defective" as reason, but they clearly said that the real issue was they bought it thinking it would be compatible with their video game system and it wasn't. Is it true that Ebay no longer marks defects as long as the return is resolved or does their system still mark down certain return reasons as a negative(even if they claim not to)? 

[popblox]

Hi, if you accept the return before eBay has to "step in" (within 3 business days), then subsequently resolve the issue with the buyer (issue refund within 2 days of getting the item back), you won't receive a defect.

Despite the explanation from your buyer, note that 'doesn't work/defective' as the reason is considered an INAD/SNAD return, so it will count as a ding on your metrics. However, as long as you don't get INAD/SNAD returns on a regular basis, your overall seller status should be unaffected 👍

[lamber9347]

This is correct. You will still see the ding for a return, and it will stay on your account for 18 months, but then it falls away. Your overall status remains the same though. You handled this well, concentrate on that. Best of luck to you....

[leareamc]

Thanks y'all. That frustrates me even though that I get any sort of ding because in the unlikely chance I get several in a certain time frame, it might make my results in search rank be lower... ya never know what all effects ebays secret and likely ever changing algorithm. I might just waste some time on the phone with Ebay to get it removed and HOPE they actually remove it. 

[popblox]

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@leareamc wrote:

Thanks y'all. That frustrates me even though that I get any sort of ding because in the unlikely chance I get several in a certain time frame, it might make my results in search rank be lower... ya never know what all effects ebays secret and likely ever changing algorithm. 

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I'm not gonna lie, I used to (frequently) worry about this as well. While I still theorize that several dings will affect how eBay ranks your listings, I get an occasional ding every few months or so and I've never noticed any significant fluctuation in sales based on the before/after. 

[leareamc]

Of course I'm sure I'll have to wait until after the case is close though.

[lamber9347]

Don't mean to sound like a negative Nancy but you''ll never get a return removed for any reason. They stay on your selling account for 18 months, period. Doesn't matter if they are INAD or remorse, in eBay's eyes a return is a return. It's not a demerit, but the record will stay there for 18 mos. 

[leareamc]

Not worried about a return itself being removed, just the reason for  return being a ding on my account. 

[lamber9347]

Sorry, perhaps I am not explaining it correctly. The return IS the ding on your account. Just the fact that you had a return. In other words when you look at your seller level, once it hits after the next update, you scroll down to return rate. Then you will see, closed returns and replacements. There you will see a number (1). Only you will see it. 

I had one return in all of 2020. It was a remorse return, which I accepted, buyer shipped back, I fully refunded including original shipping. That was on 7/14/20. It's still there, I just checked for purposes of this reply. It will fall off by next update in February as that will be 18 mos. You cannot get a return removed from your account and the return itself is the ding. Make sense? 

[leareamc]

Yes I always understood that returns themselves stay on your record but thought that resolved ones didn't really affect your account until the number of them reaches a certain percentage. My concern was whether or not the reason chose could carry a more weighty ding on your record or are all return dings the same.

[iamonourside]

An IND return is "worse" than a remorse return. The latter wouldn't count against you.

(Look back period must vary.  Mine is 12 months.)

Your only remedy is to report the buyer for abusing the ebay guarantee. It is against policy to claim IND when it was as described. 

Report the buyer through seller help.

IF you qualify, Ebay will remove the return from counting against your seller metrics. To qualify -- must be TRS and had a returns accepted policy in the listing.

Sorry that happened to you.