Return Issue

[8797blackie]

Hi,

I need some advice. 

A buyer opened a return on 11/29 for a boy's jacket, stating it was too small.  I assume the system automatically generated the shipper upon the buyer opening the request, but there has been no update to the tracking since 11/29.  It still says that the pre-shipment information has been sent to the shipper, but no additional scans stating that it was received by USPS.

I had emailed the buyer for a status on 12/11, but there was no response.  The buyer had until 12/20 to ship and on 12/17, I got an email stating that the buyer had shipped the item.  I emailed the buyer again on 12/21 and they stated they shipped the return out on 11/30. 

There is still no update to the tracking, but ebay just emailed me saying I should have the package by now and to refund the buyer by 12/30.  

I want to escalate the case, but I am afraid that they will refund the buyer and keep my FVF.  I am not sure what they did on 12/17 to generate an email stating that it was shipped then.  Could they have marked it un-shipped then marked it shipped?  I am confused as to what the actually did.

[fbusoni]

@8797blackie 

I would suggest that you contact facebook/ebay and discuss this with the reps there; they are responsive and very helpful.  (There are eBay reps available on other social media platforms as well; I have only used FB.)

I agree with your reluctance to formally escalate.  regards

[12345jamesstamps]

Is there a tracking number of the item? Then I would say buyer returned it so doubtful buyer will keep item if tracking shows it(or something) in the mail.

Is tracking not working? That could be a problem.

I would have to see a tracking number first before I give the refund on 12/29 (not earlier).

Buyer just saying item in the mail is not enough for me...just my opinion.

I wouldn't keep contacting buyer a this point as well.

If it shows (eBay) it has been mailed there should be some sort of tracking number.

Otherwise, it has not been mailed.

I can mark something shipped and then unshipped without a tracking number.

[8797blackie]

There is a tracking number generated on 11/23 (when the buyer opened the return), but there has been no updates to it since it was generated.  

It just says -

Pre-shipment

Pre-shipment, USPS awaiting item

November 29, 2024

Ebay wouldn't let me copy from the USPS website, so I typed what it said.

No further updates to the tracking, but ebay is saying I have to refund by 12/30.

[8797blackie]

I believe they never shipped but went into the system and marked it shipped.

[kalyoth]

Considering all parcel services at USPS include tracking for free - the buyer was Issues a tracking number & can provide one if they purchased it around a free return label provided to them. However, ebay may still force a refund through automation. I would add notes to the return if able, requesting they provide the tracking number on the shipment since the provided label appears to not have been used.

Also, contact ebay through the previously mentioned social media channels. Automation will side against you & refund the buyer.

[8797blackie]

The worst case scenario just occurred.  

I finally received the item back today.  The box was empty.  I called ebay customer service and they opened a case.  I was leery of that, but they said it would be decided in my favor.

The case was decided in 5 minutes with a full refund to the buyer.  They even gave them their original shipping, which wasn't part of the original return (didn't fit).  Also, kept my FVF.  

So much for seller protection.

[grand-and-glorious-purpose]

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@8797blackie wrote:

I had emailed the buyer

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Don't do that, let the buyer figure it out