2nd case opened on one item.

[shopkiger2]

A buyer contacted me about receiving an empty package and opened a case for a refund. The buyer sent photos which showed the item was ripped open and was empty. I contacted ebay about it and they closed the case in my favor since tracking confirmed that the item was delivered.

Now the buyer has opened a return request claiming the item is "defective or not working".  Now what happens since ebay did close the case in my favor?

[shopkiger2]

I meant that I would probably call everyday just to make sure we're still on the same page.

[shopkiger2]

Ebay has already offered a solution that works out for both seller and buyer.

[shopkiger2]

I didn't realize LOL was for social media only. My apologies.

If you're referring to my buyer ignoring me, I did not speak to her in CAPS or LOL. I've responded all 5 times to her with the utmost respect. After all, as sellers, this is what we have to do.

If you're referring to red3rose ignoring me, she or he has been snarky and using caps since her first response and accusing me of being aggressive with my buyer and making assumptions as to how I'm handling this case. That comes off as slightly disrespectful to me.

I do sometimes LOL when a person is so harsh without knowing the full extent of the situation and so quick to pass judgment since it's so baffling.
I guess I see it differently since I would only reply to a thread to offer any advice that I could. Not to accuse, judge or make assumptions.

[shopkiger2]

Thanks! It's always worth it to make the call to CS. Now both buyer and seller have a good outcome.

[mam98031]

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@shopkiger2 wrote:
Ebay has already offered a solution that works out for both seller and buyer.

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What solution was that?

[pjcdn2005]

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@mam98031 wrote:

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@shopkiger2 wrote:
Ebay has already offered a solution that works out for both seller and buyer.

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What solution was that?

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I think they are referring to post 44:

“So I called ebay. I was told not to respond to the return request. They told me the buyer could or could not be lying so they want to deal directly with her.  They need more information from her in order to make a decision about a possible refund.  I was also told they would want her to contact her post office, USPS and possibly file a police report and through all that they would need to communicate with her, not me. If they decide she is telling the truth they will offer her a courtesy refund and I will be notified once they make the decision and refund her.”

[mam98031]

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@pjcdn2005 wrote:

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@mam98031 wrote:

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@shopkiger2 wrote:
Ebay has already offered a solution that works out for both seller and buyer.

---

What solution was that?

---

I think they are referring to post 44:

“So I called ebay. I was told not to respond to the return request. They told me the buyer could or could not be lying so they want to deal directly with her.  They need more information from her in order to make a decision about a possible refund.  I was also told they would want her to contact her post office, USPS and possibly file a police report and through all that they would need to communicate with her, not me. If they decide she is telling the truth they will offer her a courtesy refund and I will be notified once they make the decision and refund her.”

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I was wondering if that was what they were considering a solution, but it is no solution, the matter is still in flux and the seller is at risk of Ebay closing this thing in the buyer's favor.  Something just isn't right here, Ebay doesn't typically take days to resolve an issue like this.

[coco9619]

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@mam98031 wrote:

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@shopkiger2 wrote:
Ebay has already offered a solution that works out for both seller and buyer.

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What solution was that?

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Spoiler

eBay told @shopkiger2 don't do anything (so that the 3 business days will run out) -- we will call the  buyer, snort.

Meanwhile, OP plans to keep in close touch with eBay.

[shopkiger]

The solution is that ebay has informed me that the buyer will receive a courtesy refund. Sure, they said they were going to ask her to contact the post office and USPS but I was told not to do anything and that I wouldn't have to worry about it since she would get a courtesy refund.
I've contacted ebay yesterday and again today and they are still waiting to hear from the buyer and this has been noted on my account. Luckily and to my surprise between abay and myself, we are still on the same page.

[shopkiger]

I realize I am still at risk and this is why I have contacted ebay at least once a day to make sure that this is still what they are offering. All this has been noted. They have yet to hear from the buyer. They need details from her to offer a courtesy refund. I've informed her of this but I have yet to get a response from her either.

[mam98031]

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@shopkiger wrote:
The solution is that ebay has informed me that the buyer will receive a courtesy refund. Sure, they said they were going to ask her to contact the post office and USPS but I was told not to do anything and that I wouldn't have to worry about it since she would get a courtesy refund.
I've contacted ebay yesterday and again today and they are still waiting to hear from the buyer and this has been noted on my account. Luckily and to my surprise between abay and myself, we are still on the same page.

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What exactly are they waiting for?  The buyer doesn't have to agree to this for Ebay to process the refund, if in fact they are refunding them in full.  

Seems to me that this is taking far more time, labor and consideration than is normal for Ebay.  This has been going on for days for you.  Very unusual for Ebay.  

[mam98031]

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@shopkiger wrote:
I realize I am still at risk and this is why I have contacted ebay at least once a day to make sure that this is still what they are offering. All this has been noted. They have yet to hear from the buyer. They need details from her to offer a courtesy refund. I've informed her of this but I have yet to get a response from her either.

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What details?  This all sounds very strange to me.  Taking days for Ebay to resolve as well as requiring some additional info from the buyer before they will issue a courtesy refund.  I'm not saying it can't happen, but I am saying I've never read a story like yours before.  Could be something new, IDK.

tyler@ebay 

@Anonymous 

brian@ebay 

[shopkiger]

When I spoke with a CSR today she told me that in situations where a buyer receives an empty package this is how they handle the case:
-CS wish to speak with buyer to get details about where the package was found, any damage to the packaging, whether it was stamped or not, etc.
-Buyer provides photos.
-CS wants the buyer to contact the post office and USPS to make an attempt to locate the missing item.
-Possibly file a police report (if they wish).
-Courtesy refund is then issued for an empty package if they prove they did receive an empty package.
-Buyer and seller don't have to lose money for an item that was probably stolen or lost.
-After 7 days if there is no contact from the buyer ebay will make a decision to send the courtesy refund anyway or to just close the case based on what information the did receive.

Apparently this is how they handle situations where a buyer receives an empty package and is the exact same story that I've heard from 3 different CSR's.
This is all new to me as well because I've never had a situation where a buyer received an empty package. I've received an empty package as a buyer but I didn't do anything about it. So it's good to know for if it ever happens again.
Again, they told me to do nothing for now. They told me to call again on the 7th and if they haven't heard from the buyer by then they will then decide if they're going to send a courtesy refund or close the case.

[rixstuff]

Provide all the info from the INR case on the dispute pages about the SNAD.  And advise the buyer to contact the PO since the item allegedly arrived OPENED.  (That's a postal claim, not an Ebay dispute).

[shopkiger]

I first responded to the buyer to ask her for any details such as if they item was was handed to her buy a postal carrier (or if she would know the name of carrier), on the porch, in the mailbox, etc. and offered to contact the post office and USPS to try to possibly locate the item for her. I get no response.
I know it's probably unlikely to get the item back but my husband sold an item that was missing and later found. We were able to give the buyer the choice of having the item shipped to him or back to us and refund him. So I thought it was worth a shot. Even if she didn't want it at that point I would have had it sent back to me and kept it and refunded her. It was an item I almost decided to keep for myself anyway.
The ebay CSR has told me the buyer in empty package situations need to be the one to contact USPS and the post office.