Buyer opened a case after I accepted return

[adva2368]

I recently accepted a INAD, accepted the return, and bought the return label the first day they requested a return. Before they shipped it, they opened a case. Now the case is on hold and my return says "This return is closed because the buyer opened a case" I am confused on what will happen next. What does that message mean?

[inhawaii]

There is something wrong with your timeline.

"Before they shipped it, they opened a case."

That's normal.

Open the case, then ship the item back.

[adva2368]

I am the seller so they are shipping it to me. The buyer received the shipping label then they opened a case. I cannot open the case.

[inhawaii]

There is still something wrong with your timeline.

"The buyer received the shipping label then they opened a case."

The buyer does not receive a shipping label until AFTER they open a case.

This is the correct order of events:

1) The buyer opens a return case.

2) The seller accepts the return.

3) The buyer prints out a shipping label.

4) The buyer returns the item.

5) The seller receives the item back.

6) The seller refunds the buyer.

[adva2368]

I will show you a screenshot in DM showing the timeline that I am shown.

[inhawaii · Accepted solution]

Based on what you sent me it looks like you did everything right.

Buyer opened a return.

You accepted the return.

You provided a return label.

Now the ball is in the buyers court.

The buyer has X amount of days to ship the item back and for you to receive it.

If the buyer does not send the item back,

you will not be charged for the label and no need to refund.

If the buyer does send the item back, I believe you have 3 days to refund after receiving it,

or ebay will refund them them for you.

Good luck!

[downunder-61]

@adva2368  Has the buyer by chance files a credit card chargeback? That's what I would think just given the eBay response of "Now the case is on hold and my return says "This return is closed because the buyer opened a case" 

[ma-647837]

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@inhawaii wrote:

Based on what you sent me it looks like you did everything right.

Buyer opened a return.

You accepted the return.

You provided a return label.

Now the ball is in the buyers court.

Then ["This return is closed because the buyer opened a case"] and the case is on hold.

[eBay may rule that] The buyer has X amount of days won't need to ship the item back and for you to receive it.

If [eBay rules that] the buyer does send the item back, I believe you have 3 days 0 days to refund after receiving it,

or because moments after return tracking shows delivered ebay will refund them them for you.

[If eBay rules to return] If the buyer does not send the item back,

you will not be charged for the label and no need to refund.

Good luck!

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@adva2368 wrote:

Before they shipped it, they opened a case.

Now the case is on hold and my return says "This return is closed because the buyer opened a case"

I am confused on what will happen next. What does that message mean?

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It means the buyer asked eBay to step in because they pretended like they had a problem. Now you are in grave danger @adva2368 of

- losing your item, no return needed, and

- eBay forcing a full refund, no FVF credit,

at the end of the hold.

Unless you can discover what eBay is waiting for you to do -- which eBay will not truthfully tell you -- you lose.