@coffeebean832 wrote:
@Anonymouswrote:
@coffeebean832wrote:
@Anonymouswrote:
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.
Trinton, does "no reponse to the case" include if the seller has sent messages through the case trying to work things out with the buyer? I've read conflicting information depending on the circumstances of the case whether messages through the case count as a response or not. Thanks in advance for providing more information.
Hi @coffeebean832, great question! Happy to confirm that messages sent through the case absolutely count. Any response to the case itself, be it a message, an offer of a return/refund/partial refund/replacement/denying the return/etc. all count as the seller responding to the request. An automated acceptance of the return the seller sets up also counts as a response. When we talk about the seller not responding, we essentially mean they ignored the request from the time it was opened to the time we are asked to step in. Once a request is opened, the seller is informed that they need to respond to it by a certain date. If this doesn't happen, they may loose the case if we are asked to step in.
Thanks Trinton. Let me throw out a hypothetical:
The seller responds through a Not As Described case and requests more information from the buyer to handle the claim. Maybe it's photos or information about USPS markings on a package - whatever. The buyer does not reply to any of these requests for information - complete silence from the buyer. Then the buyer escalates the case to eBay.
You are saying that the case will not be automatically decided since the seller has responded within the case. You are saying that a human CS rep will review the situation and either a- provide an extension on the case since the seller needs more information or b- they will find in favor of the buyer or the seller depending on other details of the case and what's being claimed.
Is that correct?
Hi @coffeebean832,
Short answer, yes: a Customer Service agent (a human) will review the details in the scenario you describe.
Context: our system would not automatically close the case in the buyer's favor for a lack of response from the seller, as the seller has sent a message to the buyer within the case. We may still authorize the return in this situation based on the specific details of the buyer's claim when compared to the listing. We do not require photos or information about USPS markings on the package, so this may not be factored into our decision - we are ultimately comparing the buyer's concerns with the seller's listing details. If we feel the buyer's claim is valid, a return would be pursued. If we feel the buyer's claim is not valid, we would close in the seller's favor.
