How long does the buyer have to respond to an ongoing return request?

[mrmusicmonkey]

I recently listed and sold an electronic device (ereader) on eBay. Within seconds of the auction ending, the top bidder emailed me and asked to cancel their bid. I refused the cancellation. If they overbid on the auction, that's on them, not on me. They kept messaging me, asking me to cancel their bid, but I was no longer able to do so.

A few days later, I contacted eBay by phone and the associate told me that the auction would automatically be cancelled after 4 days of non-payment by the buyer. I let a few days pass and then relisted the item. It started getting bids. Then, out of the blue, the top bidder on the original auction paid with no further contact. I canceled the new auction and  shipped the item (tracked and insured of course.) It arrived without incident.

Later that day, the buyer opened a return request through eBay, stating that the original manual wasn't included ("Missing parts or pieces.") My auction explicitly states all parts which were included in the auction. It was sold Used, not New, with pictures and text to illustrate exactly what was being offered. Also, this device does not come with a printed user manual. There is online documentation, which I've forwarded to the buyer a few times. I'm not sure if he genuinely doesn't get it or is playing dumb.

So how do I ask eBay to step in here and resolve this?

eBay Help says to click on the Return Details and then "Select Report problem, and follow the instructions from there." There is no "Report problem" option available to me.

If no more messages are exchanged between us, will eBay eventually force me to accept the return by default?

Thanks for any advice.

[dentalsales4u]

Unfortunately, if you don't send a return label within the amount of time eBay gives you, they will refund the buyer and let them keep the item, plus you will get hit with a case closed without seller resolution.

[mtgraves7984]

A few days later, I contacted eBay by phone and the associate told me that the auction would automatically be cancelled after 4 days of non-payment by the buyer.

@mrmusicmonkey 

^^^ This would have  worked on Day 5 of non-payment, but only if you had the 'automatic' feature turned on. It sounds like you didn't, and it sounds like the C/S person you spoke with didn't question you on it. Bummer...

Now... approve the Return... don't wait for eBay to force it. Good luck moving forward.

[kensgiftshop]

@mrmusicmonkey 

I would have canceled the order when they winner asked to cancel.

The return, the buyer doesn't have to respond, but you only have 3 days to accept the return and pay return shipping.

[ittybitnot]

So how do I ask eBay to step in here and resolve this?

@mrmusicmonkey 

You don't want to "ask ebay to step in".  If you do, they will find in favor of the buyer in about five minutes. 

As suggested in post #2, you need to send the buyer the return shipping label (or refund and let them keep the product for free).  This whole return process is automated now.  Once the buyer chooses any one of the "not as described" reasons from the dropdown menu, your item becomes 'not as described' even if it IS EXACTLY AS DESCRIBED.  The reason they choose does not have to be the truth, but for all intents and purposes for eBay it becomes the truth and the auto process continues.  Customer service might tell you anything to make you feel better, but nothing will be done to change the claim.  

At least with an eBay claim, you have a chance of getting your item back, though it actually won't matter what is in the parcel that is returned.  Should the buyer bypass the eBay system, and do a credit card chargeback instead, eBay does not require a return at all, but you still refund.  Apparently, the time to "report the buyer" is after the parcel is returned to you and the refund is provided from your proceeds. 

[lamber9347]

I'm sorry but when a buyer tells you up front, they no longer want the item, regardless of the reasons, THAT was your PERFECT opportunity to cancel. You could have then offered it to the next highest bidder, and with 26 bids the difference to the next bidder would have been dollars. Now you have an INAD and if you don't accept the return, eBay will end up refunding and allowing the buyer to keep the ereader for free. Best of luck to you....

[dbfolks166mt · Accepted solution]

     As others advised when you refused to cancel the sale you set yourself up for this. The buyer probably did not want to receive a strike for non-payment so they paid for the item knowing full well they were going to return it as soon as they received it. 

     Not sure what type of case they opened but I suspect NAD which means you are going to have to pay the return postage. Listing with no returns or refusing a return does not mean no refunds. If you do not respond to the case within 4 days the buyer can ask eBay to step in and they will refund the buyer and allow them to keep the item. 

[luckythewinner]

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@mrmusicmonkey wrote:

So how do I ask eBay to step in here and resolve this?

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You brought all this on yourself by (1) not accepting the cancellation, and (2) relisting an item without completing the unpaid item process. 

You do not want to ask eBay to step in because eBay will find in favor of the buyer and you will get a very damaging "case closed without seller resolution" defect. 

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@mrmusicmonkey wrote:

 I refused the cancellation. If they overbid on the auction, that's on them, not on me.

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Buyers have the power to inflict damage on a seller's account and bank balance. It is never a good idea to try to force a buyer to pay for an item when that buyer clearly does not want it. 

[mrmusicmonkey]

Thanks for the advice. It's disappointing that there's no recourse to the seller when the bidder can just walk away after ruining an auction. 

[mdhavey]

A while ago I sold a camera on ebay via auction. It was in the summer, and the buyer wanted to make sure it arrived before their vacation. Which it did. Almost a month later, the buyer started a return due to "doesn't match the listing description", in which she said the camera didn't work properly. The camera worked fine, even when it was returned to me. She clearly wanted a nice free camera for her family vacation, then returned it. The good news is I relisted it and it sold for a bit more the second time.

An ebay CSR told me, in no uncertain terms, if a Buyer wishes to return anything for any reason or no reason, up to 30 days after purchase, they can as long as they pick "doesn't match the listing description". That's because ebay really wants to be Amazon, which also takes returns for any reason or no reason.

[ma-647837]

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@mrmusicmonkey wrote:

How long does the buyer have to respond to an ongoing return request?

Later that day, the buyer opened a return request through eBay

Will eBay eventually force me to accept the return 

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Yes, eBay can ask eBay to Ask eBay to step in by inviting itself to step in if you don't i.e. "I was no longer able to do so" resolve the return request yourself within 3 business days.

[this*old*attic]

Yep, and you COMPLETELY brought it on yourself.

[this*old*attic]

@mrmusicmonkey 

“Ruin?”

See, that’s the problem and it’s why you’re in this mess. I’m surprised you aren’t mulling this over a little more deeply.

This isn’t the EBay of 20 years ago. Buyers have modern purchasing expectations. Haven’t you ever returned anything?

Why act like a cancellation is akin to axe murder? Retail has these little annoyances and losses - you’re dealing with people.

Canceling would have only cost you a push of the relist button or a $1-2 loss on a 2nd Chance offer (also just a button click). What has it cost you now in time and money?

You tried to win the battle and ended up losing the whole war.