Is this how automated returns are going to work?

[mokie11559]

Return started 3/23 automatically for does not fit.  Waiting for a tracking # & for item return to refund buyer. Says buyer must provide tracking by 3/30. OK, nothing so far.

Away from pc today, come back to check & within minutes buyer changed to not as described & asked ebay to step in. Buyer refunded automatically! WTH? What happened to having a chance to respond?

Got US rep & asked how can a fit/remorse return started be changed to nad & refunded within minutes without item return? Told me give them 24-48 hours.

Within minutes got a courtesy refund from ebay. How is this allowed to happen in the 1st place?

[fern*wood]

It sounds like they automatically messed it up.

[mokie11559]

They sure did! I hope this is not how its going to work as this is the 1st automated return I've had since they instituted this

[fern*wood]

I had an automatically approved return, which went smoothly, but there was no switching it to a SNAD mid stream.  

[mokie11559]

that's good to know, thanks. question is how many can change reason mid-stream & ebay doesn't give any time to call or dispute? am sure this will happen again once buyer realizes shipping is on them 😞

[missjen831]

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@mokie11559wrote:

that's good to know, thanks. question is how many can change reason mid-stream & ebay doesn't give any time to call or dispute? am sure this will happen again once buyer realizes shipping is on them 😞

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Probably happens more than we hear about here. I've read similar stories, sounds like a programming glitch to be honest. An intentional glitch perhaps since as usual, the glitch works in the buyers favor. It appears the buyer can ask ebay to step in despite the approved return. That shouldn't be allowed because ebay automatically approved the return.

[lookng2015]

So apparently they can change a remorse return to a SNAD, but claim there's no way to change a false SNAD to a remorse return?

Figures.

[lewisburggold]

They usually give more time than that.  Wonder why it went down so fast.   Best regards

[lookng2015]

Probably because the clock doesn't start over from when the return type is changed.

[missjen831]

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@lewisburggoldwrote:

They usually give more time than that.  Wonder why it went down so fast.   Best regards

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If my suspicion is correct, the buyer escalated the return. Remember, Trinton has confirmed this, whenever a remorse return is escalated to ebay, it automatically becames an SNAD. So I suspect that despite EBAY automatically approving the return, the buyer was still able to escalate to ebay and when a request is escalated, the decision is made almost immediately!

[coffeebean832]

@Anonymous Why is this happening?

[mokie11559]

How nice they can escalate when all I was doing was waiting for the item to be returned to refund! How can they even let a buyer escalate when the buyer hasn't even shipped it back? SMH.........................

[mokie11559]

How ebay is that?

[Anonymous]

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@missjen831 wrote:

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@lewisburggoldwrote:

They usually give more time than that.  Wonder why it went down so fast.   Best regards

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If my suspicion is correct, the buyer escalated the return. Remember, Trinton has confirmed this, whenever a remorse return is escalated to ebay, it automatically becames an SNAD. So I suspect that despite EBAY automatically approving the return, the buyer was still able to escalate to ebay and when a request is escalated, the decision is made almost immediately!

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Hi @missjen831, I know that on a recent thread there was quite a bit of confusion regarding the term SNAD and what happens when a buyer or seller ask eBay to step in. I need to reiterate that eBay considers a return request where we are asked to step in a SNAD automatically - this is just commonly referred to as a SNAD by the Community and I referred to this term in my responses to clarify what was being discussed. In the past, there were only INR and SNAD cases, but a "SNAD" claim was not automatically agreed with, this was simply the term for the buyer's claim. We've moved away from this terminology to avoid the confusion that occured in that thread.

A return request where we have been asked to step in is simply a return request where eBay has been asked to make a decision. We still review the reason selected at the time it was opened and the communication that occured on eBay to make the appropriate decision.

@This all being said, it sounds like the OP's case was decided incorrectly and when the seller contacted eBay, we resolved this right away. Since the vast majority of our case decisions are decided by Customer Service agents, mistakes will happen from time to time. We are always striving to improve our processes and training and I assure everyone, appropriate coaching is provided when the incorrect decision is made. If you ever run into a decision from eBay where it seems like something was done incorrectly, you can contact Customer Service to have this reviewed. If there is an issue with the appeal decision or the information provided by our Customer Service team, @mention one of the Community Team members to review this for appropriate coaching.

[coffeebean832]

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@Anonymouswrote:

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This all being said, it sounds like the OP's case was decided incorrectly and when the seller contacted eBay, we resolved this right away.

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The OP said they got a courtesy refund. I hope they are not also getting a defect...