eBay

garygsguitars · ‎06-23-2023

I got an email alert, it was a return request from Spain; ebay had already refunded the customer and there were no details available, the return was closed. I certainly don't want to look a gift horse in the mouth but if I can't access any previous communication--like the message the customer sent regarding whatever issue triggered the return request--I sense looming problems. I sell custom guitar parts, half of the return requests I get are from customers who are having installation issues or other problems that can be rectified without actually having to do a return, a lot of return requests are simply because the customer didn't read the listing details and ordered the wrong item. I just REALLY need to be able to see these messages, even AFTER the fact would be better than not being able to access the message at all, which is what's happening here. Does anyone know a way to access complete return details after ebay refunds and closes an international return case?

cstpos · ‎06-23-2023

@garygsguitars Did you use the Ebay International program to ship? They say that they will cover sellers and will refund the buyer and allow the seller to keep their payment.

You can go (on your seller hub) to Orders, Returns, Closed Returns, then find your item and click See Details. That will show you what was refunded and if any funds were taken from your account.

a_c_green · ‎06-23-2023

@garygsguitars wrote:
Does anyone know a way to access complete return details after ebay refunds and closes an international return case?

I would go to your buyer's feedback page and contact them that way. I know this could affect your feedback if the buyer had to do a return and didn't hear from you about what their concerns might be.

garygsguitars · ‎06-23-2023

I tried to contact the customer--sent them a couple messages--but didn't get a response. I did get ebay support to send me the original message (and as usual, the issue was 100% the buyers fault; in this case they didn't even know what model of guitar they owned) I would love it if we were given a 24 hour period (or even 2 hrs, for that matter) to respond to a customer with other possible solutions before eBay processes a refund and completely cuts us out of the process. Having to contact customer support to access the messages from the customer is an incredible time suck, and--considering it's after the fact--not much help anyway. This issue combined with the fact that there's no combined shipping options for my customers with the new international shipping program is leading me to believe that the benefit of having ebay automatically refund customers from their coffers might not really be such a great trade-off. Also I feel like as soon as international customers get a whiff of this automatic refunds dealio, things are going to get stupid real fast.

dbfolks166mt · ‎06-23-2023

Unfortunate that you can't have your cake and eat it to so to speak. If you want to assist the EIS program, although it baffles my why, and potentially avoid returns you may want to put something into your description and hope the buyers read it. Something to the effect that you ship through the EIS program and in the even there is an issue with the item you are no privy to the return process that it is handled through EIS. If you believe you can fix the buyers problems with a few installation instructions have them contact you directly before opening a return. Some risk in this of course.

The one HUGE benefit I see to the EIS program is the potential for eBay to actually be exposed to some of the buyer stupidity and scams that sellers have been having to deal with for years while eBay felt the buyers could do no wrong. Maybe some lights will finally come on and they will take a look at the domestic side as well, or maybe this program will be short lived due to what eBay is taking out of hide.

EBay is supposed to be working on the combined shipping issue which also never existed under the previous programs.