eBay

mokie11559 · ‎03-28-2018

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?

Anonymous · ‎03-28-2018

@mokie11559 wrote:

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.........................

Hi @mokie11559, I wanted to additionally add that one of reasons that the option to ask eBay to step in is available for the buyer when the return has been accepted in the event that return shipping compensation from the seller is expected (either due to the claim type or because of a seller's offer in messages), but this return compensation has not been provided. eBay will step in to ask the seller to provide this compensation and provide additional time for this request to be fulfilled. While the decision in your case was a mistake, I did want to add this context for you anyone else reviewing the thread.

Anonymous · ‎03-28-2018

@coffeebean832 wrote:

@Anonymouswrote:

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.

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

Hi @coffeebean832, when we make a mistake in the initial case decision and grant an appeal to the seller to resolve this error, any related defects or feedback would be removed.

mokie11559 · ‎03-28-2018

Ohhhhhh I didn't think of that. Will have to wait & see. The message did say it was closed in my favor, but of course with ebay..........

coffeebean832 · ‎03-28-2018

@mokie11559wrote:
Ohhhhhh I didn't think of that. Will have to wait & see. The message did say it was closed in my favor, but of course with ebay..........

According to Trinton's above post you should be covered. Keep an eye on your dashboard just in case. Mark April 20th on your calendar to check.

mokie11559 · ‎03-28-2018

Provide additional time? Buyer escalated at 1:20 pm & ebay refunded at 1:32 pm. How is that providing additional time?

mokie11559 · ‎03-28-2018

Thank you, will do that

bubbleman2010 · ‎03-28-2018

Your return ratio will go up instead according to ebay emails thats what will be used in the future for sales visibility...

mokie11559 · ‎03-28-2018

Oh well my return rate is high already according to them lol. What's one more.................

bubbleman2010 · ‎03-28-2018

I suspect ebays going to pull the JFYI angle on the returns and one day it will become policy just like the DSRs did and folks will find themselves no longer allowed to sell on ebay...

Anonymous · ‎03-28-2018

@mokie11559 wrote:

Provide additional time? Buyer escalated at 1:20 pm & ebay refunded at 1:32 pm. How is that providing additional time?

Hi @mokie11559, it isn't, which is part of the mistake we've discussed. I know this has been a frustrating situation and I apologize for the trouble and time you've had to invest in this. I provided an outline in my earlier post of how we typically handle returns, but as I've mentioned, yours was mishandled. We've gotten this resolved for you at this time and you won't have any negative impact on your account because of this transaction.

stuff4divas · ‎03-28-2018

@mokie11559wrote:
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?

Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.

Anonymous · ‎03-28-2018

@stuff4divas wrote:

@mokie11559wrote:

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?

Bots are doing a lot of these mistakes. I had a few returns go awry. When I called, the CS reversed everything to my favor as it was suppose to be. He told me "don't click on 'Ask Us to Step in and Help' or 'close case' buttons", but to call instead because of the bots.

Hi @stuff4divas, while there are some instances where our system will close cases, these are very limited. Typically this will only occur when tracking has been provided that confirms delivery in an item not received case (seller favor) or there has been no response to the case before we are asked to step in (buyer favor). The OPs case was closed incorretly by a Customer Service agent, has been resolved and appropriate coaching has been provided. In the rare instances where the incorrect decision is made (even when it was our system that made this decision), we are able to appeal the case and fix our error.

michael_atw · ‎03-28-2018

I've had eBay mess up in a similar way before. You just have to waste time complaining about it - as you learned.

michael_atw · ‎03-28-2018

When I dealt with my own CSR on that very issue last week, I tried to get him to lie on the phone for my own enjoyment. He told me there is not a single person in eBay who can change the return until after a resolution occurs.