Ebay said I didn't have to accept return & return request has been closed. Now buyer opened a case?

[braus3449]

On Feb 10 buyer apparently opened a return request saying, I need to return this item as it does not fit my model of car. The listing said it would but, it does not. Can I get a return shipping label as soon as possible. Among the choices Ebay gave me was to deny the request which Ebay said would automatically close the request. Isn't this the end of it? I thought once this was closed, the only thing the buyer could do was leave bad feedback. Today I see buyer opened a case. How can they do that when the return request was closed?

[coolections]

When you deny the request, you are telling Ebay and the buyer to keep it because you do not want to provide a return label. If you call Ebay they "may" reimburse you and give the buyer a curtesy refund.

[soh.maryl]

If a listing describes anything as fitting a particular model of car, fridge, bicycle etc, and the buyer discovers that it doesn't, isn't that an item not as described case that the buyer can open? 

Did eBay think it was a clothing item and that's why they closed the case?

If I stated in my listing that a fridge door gasket, for instance, would fit your 1990 GE fridge and you discovered it doesn't, wouldn't you want to return it for a refund? 

[braus3449]

Also, this is a zero FB buyer and seems to know a lot about how this system works for someone like that.

[behapppybekind]

Go to the help and contact pages and search payment disputes and read the entire article but it does say

"Buyers can't use more than one resolution method to get a refund. If a buyer opens a dispute, any open order cancellations, reports that an item hasn't arrived, return requests, or eBay Money Back Guarantee cases for the same transaction are immediately closed." But you will need to see all the other rules.

[braus3449]

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@soh.maryl wrote:

Did eBay think it was a clothing item and that's why they closed the case?

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The RETURN was closed. The CASE was just opened.

[espresso_warehouse]

While there is a chance the buyer is being truthful, the rationale is probably bogus. But just approve the return and take it back. Hopefully you get the thing back and you can sell it to the next person.

Part of the problem is the buyer can just open a credit card dispute and that's going to end up worse. The other part is your principle on the matter - have you ever returned something? Buyer could be telling the truth.

So just approve the return and block that buyer from any future purchases. If you don't get the item back, escalate the case.

[mtgraves7984]

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@braus3449 wrote:

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@soh.maryl wrote:

Did eBay think it was a clothing item and that's why they closed the case?

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The RETURN was closed. The CASE was just opened.

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@braus3449 

So you denied the eBay Return and a case was opened with PayPal or the buyer's credit card? A bit confused...

[kensgiftshop]

@braus3449 

If the buyer chose "Didn't Fit", it would be considered a remorse return and if you don't accept returns, you could deny the return.

When that case was closed, they opened an INAD, which you can't deny the return and now you have to pay return shipping.

[kensgiftshop]

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@behapppybekind wrote:

Go to the help and contact pages and search payment disputes and read the entire article but it does say

"Buyers can't use more than one resolution method to get a refund. If a buyer opens a dispute, any open order cancellations, reports that an item hasn't arrived, return requests, or eBay Money Back Guarantee cases for the same transaction are immediately closed." But you will need to see all the other rules.

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A buyer can't open the same type of case more then once.

But they can open different cases.

[braus3449]

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@espresso_warehouse wrote:

So just approve the return and block that buyer from any future purchases. If you don't get the item back, escalate the case.

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I already declined the return because the message from Ebay said if I did so, the return request would be closed. And it was. Until today when I see he opened a case. How is opening a return request any different from opening a case? Anyway, I just got a message from Ebay saying, We reviewed the case and have decided to issue the buyer a refund of US $51.39 without any impact to you. This case is now closed. You are not required to reimburse the buyer or eBay, and this case will not be counted in your seller performance evaluation. So it turned out ok.

[downunder-61]

Glad it worked out, and pleased to hear that eBay refunded from their pocket not yours, quite a rare thing these days.

[pjcdn2005]

When the buyer opened the return it is called a request.  When you denied the return the buyer asked eBay to step in.  When seller or buyer asks eBay to step in eBay calls that opening a case.  It’s is basically like an appeal.

[tianna74]

I’m impressed EBay is doing reimbursements from its own pockets. Lucky you!
I wonder why would they do it? Just random generosity?

[ise710]

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@kensgiftshop wrote:

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@kensgiftshop wrote:

If the buyer chose "Didn't Fit", it would be considered a remorse return and if you don't accept returns, you could deny the return.

When that case was closed, they opened an INAD, which you can't deny the return and now you have to pay return shipping.

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A buyer can't open the same type of case more then once.

But they can open different cases.

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A buyer's remorse return request

-- e.g. for the "Didn't fit" return reason from the first 5 reasons on the list of reasons to return an item --

is a return request.

An item not as described return request

-- e.g. for the "Wrong item sent" return reason from the last 6 reasons on the list of reasons to return an item --

is a return request.

For each purchase of one or multiples of the same variation, a buyer can only start

- one item not received refund request, followed by or instead

- one return request: Buyer's remorse or Item Not as Described.

Never two return requests.