Ebay never sent me return request

[pelicands]

So apparently a buyer recieved their item on 4/11, realized it did not work properly so they immediately opened a return through ebay. But ebay did not send me any message about it! Only today when I see the negative feedback left by the buyer did I go to my returns folder and see the request.

There is no pop up or notification when someone makes a return request, the only thing I see to alert me is the message in my ebay inbox, which I check multiple times a day. But with no message, how was I to know?

I have now approved the buyer's return and sent them a label, because obviously I have no issue refunding for a damaged item. But now I have  a negative feedback that I am stuck with and when I called ebay for help they were of course, unhelpful.

So now I will start putting notices on the paperwork I send in the mail to call me DIRECTLY if there are any problems because ebay's message service is not reliable. We already provide an invoice with all our contact info, but it looks like this buyer didn't bother to contact us, they just opened a return then left a negative when there was no reply. 

How often does this happen???

**edited to fix typos

[needalittlehelpsometimes]

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@pelicands wrote:

So apparently a buyer recieved their item on 4/11, realized it did not work properly so they immediately opened a return through ebay. But ebay did not send me any message about it! Only today when I see the negative feedback left by the buyer did I go to my returns folder and see the request.

There is no pop up or notification when someone makes a return request, the only thing I see to alert me is the message in my ebay inbox, which I check multiple times a day. But with no message, how was I to know?

I have now approved the buyer's return and sent them a label, because obviously I have no issue refunding for a damaged item. But now I have  a negative feedback that I am stuck with and when I called ebay for help they were of course, unhelpful.

So now I will start putting notices on the paperwork I send in the mail to call me DIRECTLY if there are any problems because ebay's message service is not reliable. We already provide an invoice with all our contact info, but it looks like this buyer didn't bother to contact us, they just opened a return then left a negative when there was no reply. 

How often does this happen???

**edited to fix typos

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It happened to me once sometime last year. I happened to notice it by chance the day it was to close. I found it odd that there were no emails about it.  I get all sorts of emails about my shopping cart, items I had looked at in the past, items to relist, items that have ended, items that have been relisted, tips and tricks for selling, you know, all those things that don't matter, but not one single email about something that was extremely important.

It would be nice if ebay would do like Paypal and everytime you log on you get a pop-up reminder about a case being open. 

[glgenterprise]

A couple of years ago, my ready for shipping list defaulted to whatever month it was. I had an item sell at the very end of the day on the last day of the month. It never populated on the page I worked off of. It was over a week before either the buyer emailed about it or I finally caught it. I never received an email about the sale or payment for that item. It was when PayPal and eBay were still one and the same.

[mam98031]

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@pelicands wrote:

So apparently a buyer recieved their item on 4/11, realized it did not work properly so they immediately opened a return through ebay. But ebay did not send me any message about it! Only today when I see the negative feedback left by the buyer did I go to my returns folder and see the request.

There is no pop up or notification when someone makes a return request, the only thing I see to alert me is the message in my ebay inbox, which I check multiple times a day. But with no message, how was I to know?

I have now approved the buyer's return and sent them a label, because obviously I have no issue refunding for a damaged item. But now I have  a negative feedback that I am stuck with and when I called ebay for help they were of course, unhelpful.

So now I will start putting notices on the paperwork I send in the mail to call me DIRECTLY if there are any problems because ebay's message service is not reliable. We already provide an invoice with all our contact info, but it looks like this buyer didn't bother to contact us, they just opened a return then left a negative when there was no reply. 

How often does this happen???

**edited to fix typos

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This happened to a friend of mine just last week.  She got the notification it was being escalated due to her lack of response, but never got the original notification.

Check your emails in Ebay and see if you find it.  If you don't, that will help you as you need to CALL Ebay.  Dispute the FB and get it removed.  Tell them the return is now being processed and that the original email never came to you.  If they have any questions on that, they can look at emails you recieved from Ebay and tell that one never came.

This is a problem that is happening to other sellers too.  Ebay should step up, make sure your account does not take a ding on the return and remove the FB as this is clearly an Ebay program glitch that caused the issues you are having to deal with.

If you decide to call, please come back and tell us how it turns out for you.

[a1robotrepair]

Check your Account Settings.

Account, Communication Preferences

(Delivery Options) if you would like to receive emails.

(Seller) (Seller Activity) turn on "real time"  Return Started, Reminder RMA, Rminder issue Refund

[almlg]

If they would quit dinking around with the email notifications, then maybe it would not have happened.  First relist and now sale email subject are down to like 30 characters. 

[mam98031]

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@a1robotrepair wrote:

Check your Account Settings.

Account, Communication Preferences

(Delivery Options) if you would like to receive emails.

(Seller) (Seller Activity) turn on "real time"  Return Started, Reminder RMA, Rminder issue Refund

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It certainly is always a good idea to make sure our site preferences are set as we want them to be.  However it is also important to know that this is a glitch that has been reported by MANY sellers and the OP should call Ebay so they know they have been affected by it.  And also to see what Ebay will be doing to protect them.

[berserkerplanet]

But only 10 characters of the email subjects are of any use.

[southern*sweet*tea]

You should be able to see all open returns and resolution center cases in your seller hub under orders.

https://www.ebay.com/sh/ovw

On the old school seller page, drag returns to the TOP where you can see them immediately.

http://my.ebay.com/ws/eBayISAPI.dll?MyEbayBeta&CurrentPage=MyeBayNextAllSelling&ssPageName=STRK%3AME...

Stop depending on emails for anything. Email is not and never has been reliable. Same with messages.  ALL sellers need to check their seller page at least ONCE a day. I check mine several times a day.

Now, if you check the above places and requests are NOT there, then yes, there is a problem.