@a_c_green & @pikabo-icu - Since your questions are similar I'll answer it together.
Generally the only tracking information we'll have is that the package was delivered to the address the buyer provided and we aren't able to verify if it's a forwarder with our current tools. Also, at that point it's delivered to a US address (generally) and it's only when the item is then forwarded on to another address that the item is voided from protection. You'll notice the wording in the policy page says "The item was sent to another address after original delivery". We have to have proof of that second delivery to move forward and currently we don't have a way to automatically detect that (and may not ever be able to, because that shipment happens outside of our site). We don't generally see any 'forwarding' event in the tracking in these types of situations.
I can ask for a possible update to the help page, but I can't promise that it will be updated, as that team ultimately has the final say on what's on the help pages.
Proof from the forwarder that the item was shipped somewhere else after initial delivery, does work as proof in this situation.
@eleanor*rigby You are welcome! That is usually what causes issues (if the return is accepted by the seller and then the seller wants to appeal their approval). The way eBay looks at a seller approval, is that they reviewed the case details and determined that was the best option and we won't then overturn that decision (since doing so causes confusion for everyone) in most situations.
@ittybitnot wrote:
That is usually what causes issues (if the return is accepted by the seller and then the seller wants to appeal their approval). The way eBay looks at a seller approval....
brittanie@ebay
Thank you for the post. There is another issue that seems to be involved here. That would be that the SELLER has a timeline with regards to responding to the case. They do not want to risk having eBay simply "step in" and allow the buyer to get a full refund due to not responding in time.
Does ebay routinely offer an "extension" timewise for situations such as this where it may require additional time? Can a regular CS do this, or is the automated process going to continue as the clock ticks down?
What happens to a seller who simply refuses to ship expensive items to those known Delaware addresses and uses the "cancel due to problem address" feature?
@ittybitnot You are welcome!
I do understand sellers have 3 business days to address a return request, that is why they should contact us immediately if they have evidence the buyer should not be covered under eBay Money Back Guarantee, so we can take the appropriate steps on our side. Generally this isn't a situation we'd put the case on hold for, if there's evidence the buyer is not covered we can close the case in the seller's favor when they contact us.
Sellers who cancel transactions may see it impact their selling performance metrics. Defects are not removable in situations where the seller wants to back out due to the location of the buyer's address and they should not use "Issue with buyer's address" to circumvent this, as this would be considered abuse of the cancellation process.
@pikabo-icu - I am glad! Honestly, in the years when I worked claims, you usually find out the buyer forwarded the item because they immediately say something in the return about it. Cheers!
