How is this buyer able to escalate this return to a case?

[bigdeals.etc]

I have a buyer whom I accepted a return request for. Status shows that they shipped the item, but it hasn't been received yet. The status of the return also showed that the item hadn't arrived yet.

Today I see that the buyer escalated this to a case and is under review. How were they able to do that? I hope ebay won't just side with them and pull money from my account. Or what if since it's Monday, it arrives in the morning and one second later ebay rules in buyer's favor (isn't there supposed to be a grace period for me to refund after it arrives)?

[greg213213]

Last week I had a buyer open a return request stating that he ordered the wrong size and he already shipped it back without following the proper procedure, but would not answer my question as to where he shipped it to. He opened the return as doesn't fit. I do require a RMA, as this includes a return address label with the address as to where it is to be shipped to.

I called CS just to ask a question and they looked at his and my messages and stated that if he doesn't provide tracking by the end of the day on the 10th of July, I should call back on the 11th.

Then a few minutes later I get a message from eBay that I escalated this. (I didn't I only asked a question.) Now the return request states doesn't match the item description and the buyer would get a full refund including the original shipping.

I am in the same boat as you as this has been since July 2nd and nothing has been returned and no tracking info put into the case by the buyer.

I guess all the buyer has to do is call and ask a question and BAM it gets escalated by some customer service rep automatically, just like when I called to ask a question.

[robot-hands]

If you don't call in with the tracking number ebay will 100% side with the buyer.

[paulie_58]

When buyer files a case ebay keeps the fee if they dont decide in seller favor. Its why they dont care almost encourage a buyer to open a case.

[ersatz_sobriquet]

I think if a buyer calls in, it is at the CS representatives discretion whether to escalate it to a case, and I think they are ill trained and escalate whenever they feel like it in order to make the buyer happy. I think they are told "make the buyer happy whatever it takes". 

I would watch this one like a hawk to see if I got a defect, and if so, call and raise a %$#@storm. 

[bubbleman2010]

On expensive returns they escalate prior to item being returned so once tracking shows items arrived it wham bam thank ya mam and case is closed in buyers favor. Then you get to open the package and get your goober surprize suprize item....

[goodluckselling]

Either party can escalate a request into a case.  As you have said eBay is reviewing the case details.  This is exactly how it works.  I am not sure why the item has not been delivered yet but buyers only need to show they have shipped and show an acceptance scan.  The return package does not need to show delivered for the buyer to get a refund.

The fact that the eBay has not closed the case yet sounds like they are working with you the seller.

Does the return shipping label show any kind of scan yet?

Good Luck Selling!

[missjen831]

This isn’t how it works. The return tracking does need to show delivered to the seller. The only exception is, when it can’t be delivered due to a bad address or something and the buyer has to call customer service. The OPs buyer should not have been able to escalate the case. 

[expertbattery]

Two weeks ago I had a buyer open a case. I messaged the buyer what was wrong with the item and did not receive a response. A few days later, I get a message from eBay saying that there is still a case open. I messaged the buyer again and waited a few days without a response. I accept the return per their policy and the buyer escalates the case. At this point, the buyer still has not responded to my messages. Once the package arrived, the buyer was fully refunded, not questions asked. When the package was opened, we found that the buyer sent us their old used batteries that were a different brand. They were already fully refunded. We resent them a message and waited a few days for their response. Again there was no response. I ended up appealing the case and won the appeal, however the buyer received free items because the refund was from eBay. 

I've also had buyers who return different items and when I question them, they stop responding. For those returns, I do not issue refunds and provide photos to the case.  

[dtexley3]

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@expertbattery wrote:

Two weeks ago I had a buyer open a case. I messaged the buyer what was wrong with the item and did not receive a response. A few days later, I get a message from eBay saying that there is still a case open. I messaged the buyer again and waited a few days without a response. I accept the return per their policy and the buyer escalates the case. At this point, the buyer still has not responded to my messages. Once the package arrived, the buyer was fully refunded, not questions asked. When the package was opened, we found that the buyer sent us their old used batteries that were a different brand. They were already fully refunded. We resent them a message and waited a few days for their response. Again there was no response. I ended up appealing the case and won the appeal, however the buyer received free items because the refund was from eBay. 

I've also had buyers who return different items and when I question them, they stop responding. For those returns, I do not issue refunds and provide photos to the case.  

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I hope you are reporting these buyers for mail fraud with USPS, and also with ic3.gov.  After a few reports the buyer is likely to get some unexpected visitors.

[goodluckselling]

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@missjen831 wrote:

This isn’t how it works. The return tracking does need to show delivered to the seller. The only exception is, when it can’t be delivered due to a bad address or something and the buyer has to call customer service. The OPs buyer should not have been able to escalate the case. 

---

I disagree.  I know of two instances of returns that has scans along the way but no delivery scan and never actually made it to me and the buyer was refunded.

Also once your return label gets an acceptance scan and eBay messages you this info, they also encourage you to go ahead and refund the buyer now because they have fullfilled there obligation to the request.

Good Luck Selling!

[castlemagicmemories]

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@goodluckselling wrote:

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@missjen831 wrote:

This isn’t how it works. The return tracking does need to show delivered to the seller. The only exception is, when it can’t be delivered due to a bad address or something and the buyer has to call customer service. The OPs buyer should not have been able to escalate the case. 

---

I disagree.  I know of two instances of returns that has scans along the way but no delivery scan and never actually made it to me and the buyer was refunded.

Also once your return label gets an acceptance scan and eBay messages you this info, they also encourage you to go ahead and refund the buyer now because they have fullfilled there obligation to the request.

Good Luck Selling!

---

Every SNAD return I have ever filed has had to have the tracking actually show delivery before I was refunded.  In fact, Ebay states that in the case.

[castlemagicmemories]

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@goodluckselling wrote:

---

@missjen831 wrote:

This isn’t how it works. The return tracking does need to show delivered to the seller. The only exception is, when it can’t be delivered due to a bad address or something and the buyer has to call customer service. The OPs buyer should not have been able to escalate the case. 

---

I disagree.  I know of two instances of returns that has scans along the way but no delivery scan and never actually made it to me and the buyer was refunded.

Also once your return label gets an acceptance scan and eBay messages you this info, they also encourage you to go ahead and refund the buyer now because they have fullfilled there obligation to the request.

Good Luck Selling!

Since you mention two instances, how did other instances play out?

[castlemagicmemories]

@goodluckselling

From Ebay itself:

Buyer refunds Before July 9, 2018 From July 9, 2018

Buyer refund

The maximum time a seller has to refund the buyer, after return tracking shows it’s been delivered.

6 business days 2 business days

Buyer refund confirmation

The maximum time for the buyer to confirm they’ve received a refund, after the seller marks the refund as sent. Refunds issued through PayPal are automatically confirmed.

6 business days 5 business days

eCheck refund processing

The maximum time for an eCheck refund to be processed before the return is closed.

5 business days No change

Cases and requests closing automatically

Are you a seller and need help with a return request? Read our article on handling return requests

If the item you received doesn't match the description in the original listing, or if it arrived faulty or damaged, you're covered under the eBay Money Back Guarantee. You can return it even if the seller's returns policy says they don't accept returns.

If you no longer want an item, you'll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Purchase history.

Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn't solved at the end of those 3 days, you can ask us to step in and help.

Start a return

To start a return, select the item you want to send back from your recent purchases above, or follow the steps below:

1. Find the item in your Purchase history and select Return this item.
2. Select your reason for the return.
3. If the item arrived damaged, broken, or faulty, you have the option to add up to 10 pictures showing any scratches or defects.
4. Select Send.

Return your item

Once you've started a return, you can check on the status of your request at any time.

After you've started your return, what happens next?

The seller has 3 business days to get back to you. How they'll respond depends on the reason for your return.

You received the wrong item, or it arrived faulty or damaged

You changed your mind about an item

Send the item back

When the seller accepts your return, you'll receive an email to your messages with the subject “Send the item back”. You'll need to send it back within 5 business days, using tracked shipping. Who covers the shipping costs depends on why you're returning it. Find more information about return shipping.

When you're sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller in is important. For more information, see our Condition of returned items policy.

Tip
If the item is over $750 it will need to be returned with a signature confirmation.

Get your refund

Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 6 business days to issue your refund. When they do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a PayPal refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

Get help from eBay

Most of the time if you have an issue with a purchase the seller will be able to solve it for you. However, if after 3 business days the seller hasn't been able to resolve your problem, we're always ready to step in and help. Once the 3 business days has passed, you can ask us to step in at any time up to 30 days after your purchase.

Learn more about asking eBay for help.

Canceling a request

If you've changed your mind about a case you've opened, and no longer want return your item, it's easy to cancel your request.

Canceling a Return request

To cancel a Return request:

1. Go to your Purchase history and find the item.
2. Select See request details in the More actions dropdown menu.
3. Select Close your request and choose your reason from the dropdown menu.

It's important to make sure you're certain you want to cancel a request, as you won't be able to re-open a case once it's been closed.

Misuse of returns or the eBay Money Back Guarantee

The eBay Money Back Guarantee is designed to protect both buyers and sellers. If we decide that a member is misusing returns on eBay, or the eBay Money Back Guarantee, they may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples of misuse include:

• Selecting an inaccurate reason for returns
• Disregarding item conditions required for returns
• Requesting an excessive number of returns

you can find more information about our returns policies by referring to our eBay Money Back Guarantee policy and our Condition of returned items policy.

Frequently asked questions about returns

Top Takeaway If the item you received doesn't match the listing description, or if it arrived faulty or damaged, you can return it even if the seller's returns policy says they don't accept returns.

[futuretomorrow]

I don't know how this happens to people beyond it's very likely they're doing enough volume and have enough cases that they're too busy to do this but...

If you open a case against me, I'm politely calling you on the phone. Yes, your actual phone. This isn't intimidation and I've never left a single buyer a "nasty message" or anything that could be mistaken as such.

I simply explain there's a misunderstadning  due to how eBay's system works and:

a. this is not what they want to use a case for

b. we're happy to resolve any problem and quickly, but it's not happening under eBay's flawed system or resolutions.

c. I've had maybe 1-3 in the last 5 years that insisted I resolve the issue before the case is closed and if I sense they have serious trust issues I do what they ask. Don't fight that type of customer because they'll be quick to assert "this is exactly what I'm talking about" and some of them have been genuinely burnt by horrible sellers on this platform.

97.9% of my cases have been closed this way. No, I'm not kidding or making this up. 

1. Do you know how many buyers simply don't know that communicating with a seller after an order in the wrong way inadvertantly opens a case? While some may say they're playing ignorant, they close the case in 2-5 minutes after I've called.

2. People miss a strong business that goes beyond the 1,000 mile mark and actually wants to talk to them to resolve a problem. People will see the best companies in the world do this, Obama do this etc. but never stop to think "man, maybe I should pick up my phone and communicate directly to my customer by voice?" Yeah, you really really should.

3. What about non-responsive buyers? I leave them a VM, wait 6-8 hours and then text them.

4. Read the Art Of War.

5. I have told multiple eBay employees at various levels their system is pretty bad as in they make it too easy to open a case and with all a seller has to do they should not be spending time to educate a customer since most when they understand what they're doing close the case. The problem? I'm the only one it appears doing this so when you hear people say "ebay doesn't care" they're projecting. They mean they don't care enough to call eBay out directly on their nonsense, yet they are the first to one changes here that will benefit them.

How can I claim I'm the only one? Because no company, country or otherwise has ever not given people what they want if they rise up in enough numbers but I look at the pacifists here and it's clear what the problem is. It's them, not eBay. eBay can only get away with what we allow them to get away with.