eBay

sin-n-dex · ‎08-08-2021

So I got a return request a little over a week ago and the coin came back Friday.

I went on my phone app at the post office to refund the customer. It did not give me the option to refund postage, it just showed the purchase price. I clicked "send refund" figuring the postage would go too (as it was a SNAD return, so postage is refundable).

When I got home, I found in the Seller Hub the item showing as me having received the $3.70 in postage. I tried to refund it there to give him back the rest of his money, but there was no refund button.

I contacted the buyer to explain that refunding the postage didn't come up, could I just mail him $4 for his shipping. He tells me it's all good and don't worry about the $3.70.

eBay is showing this return as open. It's saying it's waiting for him to confirm he received the refund. (He told me he did, but didn't confirm it with any eBay emails. I emailed him tonight to ask if he could confirm that to close out the case, but that was just a few minutes ago, so I haven't given him a chance to look into that yet).

It's my first return since the new system (and being in MP as well), so I don't know how this is supposed to work. At what point do they close this return? It already shows that I owe him zero dollars, but it also shows there's a $3.70 hold in MP for the shipping that he paid that was not refunded. The Return request says it's holding this until the request is complete.

I thought I completed it by giving him a refund. If eBay thinks I owe him 3.70 why didn't they give me the chance to refund it when I processed the refund on my phone?

I'm not sure what to do with this, but I'm afraid of it being closed without seller resolution just because eBay's bleepying programming needs a buyer to confirm a refund that managed payments knows I've already issued, and because it's bleepy programming thinks I'm supposed to refund shipping but doesn't actually let me do that along with the purchase price when I do the return. And why are they waiting for the buyer to say he got it? They already know, so what's the problem here?

C.

duncanvr · ‎08-08-2021

I'm not sure how this works either as I never had a return but surely they would refund the postage back to the buyer in MP? I have free postage as I mail out with postage stamps so would avoid this issue if I ever got a return. It will be interesting to see if someone knows why postage would not be refunded in your case. The annoying thing is not seeing buyers email addresses as otherwise you could just PayPal them the postage. I'd contact ebay and see what they say. Also if you have the buyers phone number under view order details you could text them and ask them for their PayPal email. Then refund them postage that way.

mtgraves7984 · ‎08-08-2021

I had a return (NAD) just a couple of weeks ago that defaulted to a refund not including shipping costs. 🤔

I had to go in and slide a toggle (or something) to populate the shipping cost.

I've not tried it on the app... but it happened on my browser. Much to my surprise, I might add...

- You can use the drop-down menu to the left of the Order to 'Send Refund' for the $3.70. Easier than mailing...

- I don't know what the buyer has to do for you, so I can't address that.

Sorry you're going through this. Hopefully someone with experience will stop by. Good luck to you.

sin-n-dex · ‎08-08-2021

I managed to get ahold of a CSR, and this is what he told me...

He said eBay asked me to only refund the purchase price because they found me to be not at fault for the reason of the return (despite the fact that it's SNAD). eBay is going to refund the $3.70 themselves. (I didn't ask for this, it's $3.70, I'm fine with refunding it, but can't seem to be able to do that).

The reason the case is still open is because the buyer did not acknowledge the refund in the message that eBay sent him on Friday, however he did acknowledge it in eBay messages. As such, they can't close the return from that, it has to time out on August 20. (I did email him and ask him to acknowledge it though, that would be easiest).

The buyer wasn't willing to accept the $3.70 through Paypal or by sending cash, he said he was fine with getting the $150 back (and now the B&M store will give me back their share because I had to refund the buyer).

Thought I'd share in case this happens to anyone else, but from what I told it's kind of a rare instance that they do this and it's linked to seller performance. So if I get a second return, this probably won't happen again.

C.

sin-n-dex · ‎08-08-2021

@mtgraves7984 wrote:
I had a return (NAD) just a couple of weeks ago that defaulted to a refund not including shipping costs. 🤔
I had to go in and slide a toggle (or something) to populate the shipping cost.

I've not tried it on the app... but it happened on my browser. Much to my surprise, I might add...

- You can use the drop-down menu to the left of the Order to 'Send Refund' for the $3.70. Easier than mailing...
- I don't know what the buyer has to do for you, so I can't address that.

Sorry you're going through this. Hopefully someone with experience will stop by. Good luck to you.

The "send refund" button is missing in Seller Hub, when I try to do it from the Returns it tells me I refunded all that's required and zero dollars are owing from me. There was no slider for postage, I thought that showed up on remorse returns (that's where I've seen that, I've accepted a few remorse returns many months ago). I did look before sending refund to see if there's anything I should do to include postage, but it's saying the total I owe is $150, not $153.70.

In any event CSR said eBay is refunding the $3.70 themselves and they only requested me to refund the $150 which I refunded in full. So they said it's fine, but I don't like it when things don't work and I don't like it when people do me favours where I can't understand what's going on.

C.