Here's a timeline of this incident
The buyer opened a return. The buyer message was 3 words: "item x has problem", broken English and all.
There was a blurry picture attached showing the item, now out of it's sealed box.
I messaged the buyer asking for more detail, as I had included the original purchase receipt with the new sealed item specifically for any issues the manufacturer could resolve.
The buyer never replies at any point.
I REALLY should have double checked, due to the Florida address and new account. There's a good reason many sellers refuse to ship to that state.
Return approved: Item x
Item x
Nov-29-22 21:13
Reason: Doesn't match the listing
"The buyer x is returning this item
Hi x,
The buyer x is returning Item x. Per eBay's policy, this return has been automatically approved and we've asked the buyer to send the item back.
After the buyer ships the item, we'll share the tracking information with you.
Please inspect the item before issuing a refund. View the return details to issue a refund now, if you like. You must issue a refund within 2 days of item being delivered."
I received a tracking number on the case details page that never moved past "USPS awaiting package" for several days.
Your funds are on hold due to a request
--
Nov-29-22 21:13
"Request ID: x
Hi x,
We'd previously contacted you about a return request that x filed for an order placed on Nov 20, 2022.
Until the request is resolved, the transaction amount will be withheld from future payouts."
OK, fine. I'm ok waiting for the item to arrive back.
Now, today, December 6th:
I get these messages all within TEN MINUTES of each other. They all helpfully provide a link to view case details. Any time I click them or attempt to navigate to the case from any browser or the eBay app I get "Oops, we had a technical hiccup
Please try again later or contact us for help."
Action required for eBay return - SR#
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Sent:Dec-06-22 18:21
Original message:
"Hello x,
I hope the day finds you better.
I'm contacting you about the return request x filed for “x” (Item # x) by "x". I understand that the buyer opened a return request because they claimed that the item they received is (Reason) By the way my name is x, your eBay customer support and I will work with eBay team to definitely help you through and rest assured that I'm genuinely interested in providing you a resolution as part of our continuous effort in providing the best services to our members.
When a buyer receives the wrong item, it arrives damaged, it doesn't match the listing description, or the buyer files a return within your return policy, they can return it to you for a full refund (including original shipping costs). Because the reason is outside of the buyer's control or within your return policy, we're also asking you to pay for return shipping.
I've placed the request on hold for 4 days to give you time to arrange return shipping with the buyer. Please note that if you don't resolve the issue by December 10, 2022 we will issue the buyer a full refund on your behalf without requiring the item to be returned.
There are several ways to provide return shipping for your buyer. You could, for example, purchase a prepaid shipping label from your preferred shipping service and then send the label to the buyer through My eBay: Messages. If you choose this option, be sure to purchase a shipping label sufficient to cover the item's return.
To learn more about other options for return shipping, please visit the Return shipping options page.
I am glad I had the opportunity to clarify the situation. I wish you all the best in your future transactions on eBay.
Have a beautiful day!
Kind regards,
X X.
EBay Customer Support"
(Yes, it actually says (Reason)).
Case #5306392746: We’re reviewing the buyer’s return
Item xD
Dec-06-22 18:21
"We're stepping in to help resolve this return
Hi x,
We appreciate you trying to work things out with the buyer. They've asked us to step in and help resolve their return request, so we're going to take a look at the details of their case and decide what the next steps should be.
You can expect an update from us within 48 hours. There's nothing you need to do right now but, if you have questions, you can contact us. Thanks for your understanding."
Case #5306392746: Your case is on hold
Item x
Dec-06-22 18:24
"eBay Customer Service has placed the case on hold until Dec 11, 2022
Hi x,
Your case was placed on hold temporarily. We will get back to you with an update by Dec 11, 2022.
We have asked for more information from your customer to confirm the condition of the item received. If any additional information is needed from you we will request it through an email."
Case #5306392746 has been closed with a refund to the buyer
Item x
Dec-06-22 19:28
I then quickly purchased an expensive fully insured express shipping label and replied to the first message from Ebay, but the case was on hold at that point (3 minutes later), and I still couldn't access any details whatsoever.
Upcoming charge to your bank account
Dec-06-22 19:35
They are now taking the money back, and I still don't have the item.
So now...
Thanks for reporting an issue with a buyer
Reason: Haven't received the item back from the buyer
Sent:Dec-06-22 19:47
I believe someone took advantage of a bug in the fully automated return system in some way, or a site employee pushed the return through on purpose. I can't believe they charge 12.9%(!!!) of seller revenue for this level of support, and still lost $1.9b last year.
