eBay

calntom · ‎11-24-2019

On Nov. 22nd I received a return request from an item that was delivered on Sept. 26th. I have 30-day, Free returns . eBay normally auto-approves all returns though this one is past the 30-day return timeframe so I reckon that might be why they sent it to me to approve. I have attached a screenshot of the return with the choices I can make. The return reason was “Doesn't work or defective”.

Buyer bought two of the same item and was able to open the return for one of the items. Are there any ramifications to my account if I decline the return? Or, any other thoughts?

Email from eBay stated:

“Buyer XXX let us know that something is wrong with XXX As a result, they requested to return the item for a refund. See request details and be sure to reply to the buyer by Nov 27, 2019. Note that if you accept the return, you should provide a return shipping label. You can purchase a return shipping label on eBay or send your own label. Starting on that day, the buyer could ask us to step in and help by opening a case - this can affect your seller level.”

Screenshot of the return:

Anonymous · ‎11-27-2019

@asset_liquidators wrote:

Yes, it WILL count against your service metrics. trinton@ebay says it won't but I just got hit with one that is showing against my metrics. The return request was made outside to 30 day window.

Hi @asset_liquidators, I encourage you to contact Customer Service. As I've stated in this thread, requests outside of our protection timeframe should not be recorded on your service metrics. If you are seeing it recorded in your service metrics, this would be an error we can review. I've personally investigated countless instances of requests opened outside of our protection timeframes that did not appear in the seller's service metrics. While errors can happen, which would explain your experience, this is not what is supposed to happen. We can address the issue if you contact Customer Service to look over the details.

asset_liquidators · ‎11-27-2019

I am being told on the right now that they WILL NOT remove it even though it is outside the 30 day window.

asset_liquidators · ‎11-27-2019

on the phone with customer service and they are saying they cant remove it even though it was outside the 30 day window.

Anonymous · ‎11-27-2019

@asset_liquidators wrote:

on the phone with customer service and they are saying they cant remove it even though it was outside the 30 day window.

Hi @asset_liquidators, it sounds like you are receiving correct information - these cannot be removed, but calling Customer Service allows us to review for a potential technical issue or apply protections against increased fees if these are not truly warranted.

vintagecraze50 · ‎11-27-2019

Looks like Trinton needs to call them on your behalf if they will not budge. Wonder why they wont budge?

Anonymous · ‎11-27-2019

@vintagecraze50 wrote:

Looks like Trinton needs to call them on your behalf if they will not budge. Wonder why they wont budge?

Hi @vintagecraze50, I want to clarify that I did not mean to indicate in my previous responses that Customer Service can appeal these types of service metrics, only that they should be contacted to review the details. We can look into clarifying any misunderstandings regarding the transaction and investigate to ensure everything is working as designed. Though I've seen many instances where requests opened outside of our protection timeframes did not appear on the seller's service metrics, I've reached out to team that oversees these calculations to get more information on this process and confirm what is supposed to happen with these kinds of situations. I'll be happy to update this thread once I have more info to share!

carlqsportscards · ‎11-27-2019

@Anonymous wrote:
@asset_liquidators wrote:
on the phone with customer service and they are saying they cant remove it even though it was outside the 30 day window.
Hi @asset_liquidators, it sounds like you are receiving correct information - these cannot be removed, but calling Customer Service allows us to review for a potential technical issue or apply protections against increased fees if these are not truly warranted.

I'm confused. Why can't they be removed if it was an error?

gramophone-georg · ‎11-27-2019

@Anonymous wrote:
@gramophone-georg wrote:
@Anonymous wrote:
@dentalsales4u wrote:
It is true that the seller takes a hit on their metrics, even after the 30 day return period.
I had two at the beginning of the year. I'm still wearing those dings on my metrics until it falls off in January & Feb.
Hi @dentalsales4u, I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix. The two transactions you are referencing from the beginning of the year aren't something we can review at this time due to the amount of time that has passed, but we're happy to help review anything similar you may run into in the future.

@Anonymous, anything after the 30 day time frame would be between the buyer and seller directly. That being said, I'm happy to pass along the request for buyers to be able to purchase shipping labels through eBay for returns outside the standard protection period.
Agree it should not... but will it?
Hi @gramophone-georg, if something should not be counting against your metrics, and you see that it is counting against your metrics, then this is an error and you need to contact Customer Service to have it reviewed.

If you have suggestions on how I can better phrase my response to avoid any confusion, please feel free to share. Stating requests opened outside of our protection time frames should not be counted in your service metrics clearly indicates that any transactions that were recorded would be an error. It isn't possible to say it "won't count", because errors are possible. This would also contradict the experience of @dentalsales4u, or any other member that ran into an error.

Again, I'm open to your feedback on how to phrase this differently while still conveying the same meaning.

OK, so they should not be counted but they are being counted sometimes and when they are, good luck getting it reversed.

Not picking on YOU over this- as always, the info you give is much appreciated- but I have to say that this seems to be typical eBay on these matters... "Yes, but no"... "No, but yes"... Absolutely NEVER straight- forward.

Chaos is NOT an "industry standard".