mam98031 • Volunteer Community Member • Buyer/Seller since 1999
eBay's standard returns window is 30 days, but they will be allowed to create a Return Request for much longer than that. From what I've gotten as feedback when I've questioned this -- it's part of the 'buyer experience' and eBay wants to be as 'hands off' as possible. THIS they want to be hands-off, but places where that would actually benefit sellers are more hands-on-we-got-this.
If it is over the 30 day period (I use delivery date as day zero, eBay may use something different), I would recommend contacting eBay Customer Service for clarification of how to handle this. Since they have already opened the request, you need to a) post the tracking number and info to the Request (there is a selection to add tracking details - use the text box to include the delivery confirmation details from the carrier), and b) inform the customer that the 30 day return period has passed but that you would be willing to work with them to try and determine the problem. Could be a driver issue, they could just be making it up and offer no additional details. But you want eBay to see that the Return is past MBG guidelines and that you are politely offering to work with the customer to resolve the problem without a return/refund.
You have a limited time window to do the above - I think it's 3 or 4 business days. If you do not do the above, if you do nothing, the buyer can escalate the Request, eBay will decide in their favor (because you did nothing), send them a refund from your funds, and give you a bright, shiny defect that will stick around for 3 months. Get too many in any rolling 3 month period and you're status drops, your Search exposure drops, and your sales drop. Get way too many and eBay will suspend your ability to sell until those number go back down. If that happens too many times, eBay will simply de-register your account and you will be blocked from using the site for selling.
Return Requests have rules, for both buyer and seller. If you follow the rules, eBay will look favorably on you and is more likely to rule in your favor. If you don't follow the rules, the buyer wins - keeps the item and gets a full refund. Best to follow the rules and let the buyer be the one who makes the mistakes. 🙂
-Bob.
All buyers no matter what type of return policy a seller has, has 30 days from the delivery of the item to file a claim in Ebay.
Here is the Money Back Guarantee. You need to know this policy intimately so you know what rights your buyers have.
