Backstory:
Super friendly buyer files a remorse return, automatically accepted. About a day later the return get escalated somehow (which is very weird). Ebay puts the funds on hold and rules that buyer must return the item for a refund (I probably got a defect for this despite me originally accepting this return with the exact same terms).
Buyer messages me saying they shipped it back long ago but the tracking is stuck on “awaiting delivery scan.” I asked my carrier to look all over for the package and he came back saying he doesn’t see it in the office (usual areas that idiot carriers leave packages). I tell my buyer this, and contact eBay. Ebay says to let the case time out and whomever the case is awarded to, the other party needs to contact eBay and “appeal” it as ebay will protect both of us. I tell the buyer this.
Ebay then closes the case as inactivity but according to verbiage, awarded the buyer. (Screenshot)
So I call ebay about the appeal but the agent says they see that the funds haven’t been taken from my account. And the buyer hasn’t been refunded. Weird. So I tell the buyer this so they can contact eBay (as per that agent’s suggestion).
Days later I receive this negative feedback “I had sent this back to the seller on 04.30.21. I provided the tacking number both to ebay and to the seller. Seller states that the item was not received. Checking tracking on USPS, it showed “waiting for delivery scan" or words to that extent. Seller has been very cooperative and said he would check with his mail carrier. Alas, the item was not located. As the case was closed by ebay on 05.26.21. Ebay stated that I "could keep the item". I am still without the refund. Not Happy with ebay”.
#1 I should be able to easily get this feedback removed using the automated removal request system right? I haven’t had the greatest success with that system.
#2 Do buyers generally know that negative feedbacks left are aimed at the seller and not anyone else (like eBay)?
#3 Can anyone help explain what really happened during this process? How the return got escalated so early (giving the same resolution that was already in place), what the heck that case outcome means, did I likely get defects/service metric dings, and why the buyer wasn’t refunded when it was found in their favor?
