Message from eBay to refund before the return gets back to us

[onthescrews]

We have two returns taking longer than expected to get to us. They’re remorse returns, buyer paid. The tracking is visible on eBay and clearly shows the items are in transit. eBay has sent us this message on both:

(Buyer) indicated that they posted their return. The item should now be delivered and once you've received it, please issue the buyer with a refund by Aug 16, 2023.

Once you refund the buyer, we'll credit eligible fees to you as per our fee credit policy.

If the item hasn't arrived yet, the buyer may not be returning it. if you like, you can contact buyer. If you can't reach a resolution, you can ask us to step in and help.

We’ve had many returns over the years take a while to get back to us. eBay has never sent us a message saying the item should now be delivered when it hasn’t. We get the usual prompt to refund once tracking shows delivered. I’m not sure what they’re trying to accomplish here. What do we do if it’s still not here by the 16th? The last two segments of the message are irrelevant to the issue as the fee credit is normal and there is no resolution needed—the buyers claim they’ve done nothing to prompt this, and are patiently waiting for us to get the items back. 

[stainlessenginecovers]

Probably goes to this:

If a buyer sends back an item and it never gets delivered- you STILL Have to refund that buyer. It's NOT their problem (as long as they've used the label provided and/or gave tracking number that they've sent the item back)

So, I would just check that tracking number and refund by the 16th if it still doesn't get to you. 

[vintage-camerastuff]

I have received those messages from ebay before.  I don't pay much attention to them.  I always refund after the package arrives.  Don't be intimidated by them.

[wastingtime101]

You can ignore that message @onthescrews 

I've gotten them before. Notice the language says the item "should" now be delivered, not that tracking confirms delivery. And later there's text saying if it hasn't arrived, "the buyer may not be returning it."

You don't have to refund until the item is returned. The system will not force a refund on the 16th.

It's a message pushing sellers to think they have to refund, but in reality you don't. Just wait for the packages to be delivered per usual and ignore that email.

[robbie31415]

You are correct if it's seller provided label.

If it's buyer's provided label then it is their responsibility to insure.