Buyer started return request and I resolved the issue, now they are not cancelling the return

[btlamb44]

A buyer received their item and started a return request, despite no return offering.  After communicating with them, there was a legitimate issue that I was not aware of due to the vendor's incompetence.  I resolved the issue quickly.  The buyer initially had left nasty feedback, but after I politely called that out and courteously resolved the issue to their satisfaction, they were profusely apologetic and happily agreed to update their feedback to extremely positive.  However, the return request is still live.  eBay has frozen the Paypal funds until the issue is resolved.  eBay is also invoicing me for the selling fees.  I have messaged the buyer each of the last 3 days asking if they would kindly cancel the return request, since they were extremely pleased with the resolution of their issue.  If they don't respond, how do I get paid?  How do I make sure that I don't have to let them keep their item AND get their money back AND I still have to pay eBay?  This is my very first time selling an item, I apologize if this is not the right forum, I just don't know what to do after reading that if I click "Ask eBay to step in" that I will basically be screwed.

[mtgraves7984]

Well, if the buyer won't close the Return from their side, all you can do is wait for the case to play out. Buyers have (roughly) Forever + 1 Day to use the return shipping label, and I don't think eBay is closing such cases at the seller's request right now. Hopefully, your buyer will end it. Wish I had better news, but buckle in. Good luck.

[fashunu4eeuh]

Do not let eBay step in. If that happens, eBay will refund them with the frozen funds and then let them keep the item.

Altho the buyer is pleased, your only choice is to proceed with the return. Choose “return for refund.” Then the buyer has so many days to send back the  item. If they do not, then after the deadline is past, request the return be closed with no refund. Hopefully the buyer will close the case, but until then, you must proceed as if this is a return. Good luck.

[48hrs-clothing · Accepted solution]

In our experience to give yourself maximum protection we recommend that you immediately respond to and accept buyers return request if you have not already done so.

My advice would be to keep things simple.

As soon as you accept the return request the clock will start and buyer has maximum 14 days to post the item back and a further 7 days for item to reach you and for you to issue a refund and if there are any problem then repost these to eBay.

Your comment "return case is live"  You have not stated if you had already approved the return request and if you have then on the case you will see a date that buyer must post the item back.

Noted that buyer has not responded to your messages for the last 3 days and this may be that they have not visited their messages on eBay.

You will only get paid if buyer cancels return request or this request times out as outlined earlier.

Buyer can not keep the item when you accept a return and Item must be returned to seller.

Only way they can keep the item and get their money back is if you don't accept the return request.

At this stage my understanding is that there is no dispute that needs resolution therefore no need to contact eBay.

Hope it all works out,