New MBG Timelines -- as of July 10

[penguins_dont_fly]

I was researching something for a different post and opened the MBG page. There is a blurb about new timelines at the top ... with no announcement that I can find 😞

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

 

[penguins_dont_fly]

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@lovtaco0 wrote:

tyler@ebay, brian@ebay- we're looking more information about these changes to the MBG. Specifically:

1. Why was there no announcement? Aside from the summer update that said sellers have 2 business days instead of 6 business days to refund after delivery (buried in the FAQ and not called out as a change, by the way), none of these changes were posted anywhere except the policy page.

2. Return shipping transit time: When the 5 domestic or 14 international business days expire, what happens? Is a refund issued automatically or does the case sit until it's escalated? If it's escalated after the alotted time does the agent review the tracking before making a ruling or what happens?

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

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tyler@ebay     brian@ebay .  alan@ebay

What disturbs me most, here, is the failure to make an announcement.

This is the MBG ...not some small procedural change ... this is THE policy, the big kahuna that everyone (buyer and seller) is bound by.

A buried line in the Spring Update that mentioned only one of these changes is insufficient notice. This should have been in everybody's inbox and in Announcements and pinned to the top of the Buying and Selling boards.

It may seem like a small change, but it affects everybody. If a buyer or seller is operating under the assumption of the old timelines, someone is going to get burnt.

[brian@ebay]

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@lovtaco0 wrote:

tyler@ebay, brian@ebay- we're looking more information about these changes to the MBG. Specifically:

1. Why was there no announcement? Aside from the summer update that said sellers have 2 business days instead of 6 business days to refund after delivery (buried in the FAQ and not called out as a change, by the way), none of these changes were posted anywhere except the policy page.

2. Return shipping transit time: When the 5 domestic or 14 international business days expire, what happens? Is a refund issued automatically or does the case sit until it's escalated? If it's escalated after the alotted time does the agent review the tracking before making a ruling or what happens?

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

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Hi @lovtaco0, the 2 business day timeframe was included in the Summer Seller Update overview section and FAQ because it has a greater impact on sellers. The other timeframes weren't included in the update because these new timeframes are given to buyers and sellers in the returns flow and experience. 

If we do not have delivery confirmation (or a return tracking number) we will not automate a refund. If we do have delivery conformation, sellers will have 2 business days from that point to issue a refund. If a refund was initiated within 2 business days but is still processing after 2 business days, we won't take action unless the refund fails. If we do not see that a refund has been initiated within 2 business days, a refund may be automated. Keep in mind that automated refunds only occur on returns if we (eBay) have not been asked to step in and make a decision. 

If a buyer returns an item, provides tracking, and the item hasn't been delivered within 5 business days, either the buyer or seller can ask us to step in at that point. If tracking shows movement within the last 7 days, we'll place the case on hold for 5 days for a domestic case or 10 days for an international case to allow more time for the package to be delivered. Tracking is reviewed before any decision is made.

Let me know if I can clarify anything else 

[lovtaco0]

brian@ebayFollow-up questions:

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brian@ebay wrote: If we do not have delivery confirmation (or a return tracking number) we will not automate a refund. If we do have delivery conformation, sellers will have 2 business days from that point to issue a refund. If a refund was initiated within 2 business days but is still processing after 2 business days, we won't take action unless the refund fails. If we do not see that a refund has been initiated within 2 business days, a refund may be automated. Keep in mind that automated refunds only occur on returns if we (eBay) have not been asked to step in and make a decision.

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Since automated refunds only occur when eBay is not asked to step in that does not result in a defect against the seller, correct?

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brian@ebay wrote: If a buyer returns an item, provides tracking, and the item hasn't been delivered within 5 business days, either the buyer or seller can ask us to step in at that point. If tracking shows movement within the last 7 days, we'll place the case on hold for 5 days for a domestic case or 10 days for an international case to allow more time for the package to be delivered. Tracking is reviewed before any decision is made.

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Tracking shows movement, buyer asks eBay to step in and the case is placed on hold - does the seller still have 2 business days to refund after delivery or does the case being escalated to eBay change that?

[paudoh-16]

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@jason_incognito wrote:

I see it more as eBay stopping sellers from chosing the cheapest way for a return.

Buyers don't want to wait. So what happens if the seller sends a parcel label? Is that gonna be a way to have the return ruled in their favor and they still get to keep the item or will eBay refund the buyer after 5 days, item returned or not?

I've never had to do a return, but I did the other day have to refund some money. Does PayPal have a way to refund the money and not have it be an echeck? 

My buyer was furious that she had to wait but it was already processing by the time she told me it wasn't there.

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If those listings are yours, 14 sales from April 30th, I'm sure you don't get many returns.

[tunicaslot]

I recently had a return req as the buyer bought the wrong size. When I had not received the item back in 2 weeks I contacted CS to have the case closed in my favor as there wasn't tracking infomation even uploaded to the return. I was told that they would not close the case in my favor until 30 days had passed. 

I contacted the buyer who had decided to keep the item - called CS back and they still wouldn't close the case as 30 days had not elapsed. I had to wait until the 30th day wherein they closed the case in my favor.

[paudoh-16]

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@tunicaslot wrote:

I recently had a return req as the buyer bought the wrong size. When I had not received the item back in 2 weeks I contacted CS to have the case closed in my favor as there wasn't tracking infomation even uploaded to the return. I was told that they would not close the case in my favor until 30 days had passed. 

I contacted the buyer who had decided to keep the item - called CS back and they still wouldn't close the case as 30 days had not elapsed. I had to wait until the 30th day wherein they closed the case in my favor.

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I had the same thing. I was told that the 30 day return period is applied regarldess of your settings or even if the customer changes their mind. They won't touch the case for 30 days. Not very nice when it's holding up your funds.

We've always kept our funds in PayPal for 30 days just in case.

[lovtaco0]

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@tunicaslot wrote:

I recently had a return req as the buyer bought the wrong size. When I had not received the item back in 2 weeks I contacted CS to have the case closed in my favor as there wasn't tracking infomation even uploaded to the return. I was told that they would not close the case in my favor until 30 days had passed. 

I contacted the buyer who had decided to keep the item - called CS back and they still wouldn't close the case as 30 days had not elapsed. I had to wait until the 30th day wherein they closed the case in my favor.

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@tunicaslotWas this remorse (wrong size purchased) or MBG claim?

I don't think remorse requests can be closed after a couple of weeks. I couldn't find a specific time frame in the help pages, only this:

My buyer started a return but never sent the item back to me. What should I do?

If the buyer does not send the item back, the return will time out and you are not required to refund the buyer. Your seller standing will not be impacted.

brian@ebayThis page is out of date with new automated returns and removal of restocking fees: https://pages.ebay.com/seller-center/faq/returns.html

[tunicaslot]

Hey taco - this was a remorse return but I fail to see the difference - if a buyer asks for a return be it SNAD ot remorse on other sites - they have 3 days to ask for the return and 5 days to return the item. I also had a false SNAD where the buyer mentioned in the notes " I thought my husband wore a size medium". When I called about this return - they wouldn't change it to a remorse return and when the buyer didn't initiate a return after 2 weeks and I called again - they refused to close the case until 30 days after it was opened.

I have no problems taking returns here - but CS is not following the rules as far as closing cases but giving buyers even more leeway when it comes to returning the item - there are rules for a reason and they should be followed.

[abfabvintage]

@tunicaslot

I may be way off here, but that RETURN button still shows on my purchased item, whereas it should have disappeared either after FB by both parties left, or possibly up to the seller's 30 day buyer pays return window. Am beating that dead horse every day. If I have it on my purchase, then other buyers have same. It is now 15 or more days beyond the seller return policy. Calculating from May 29 delivery date.

[paudoh-16]

@abfabvintage

Exactly what I discovered. Button stays active for 60 days.

[abfabvintage]

@paudoh-16

Hey, P. I know we "assumed" it was up there for 60, but is there any info that is truly the case? Unless what You have purchased had a 60 day return window? Probably not lololol. All I can do is sigh. Really. Like I said before, eBay's way to encourage returns using subliminal whatever. Have a good evening.

[paudoh-16]

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@paudoh-16 wrote:

@abfabvintage

Exactly what I discovered. Button stays active for 60 days.

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Unfortunately one wouldhave to test the theory to see if it allowed you a return, so I believe the testing team needs to work this one out and see what happens, unless I can get a seller to go along with the test myself.

Come to think of it.....there is one who might go along with it.

[abfabvintage]

@paudoh-16

We posted that earlier, and we both didn't want the seller to have a problem if the return button was clicked...to see if it came back it "was beyond the seller's return window."  

[paudoh-16]

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@abfabvintage wrote:

@paudoh-16

Hey, P. I know we "assumed" it was up there for 60, but is there any info that is truly the case? Unless what You have purchased had a 60 day return window? Probably not lololol. All I can do is sigh. Really. Like I said before, eBay's way to encourage returns using subliminal whatever. Have a good evening.

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Hahaha....no believe it or not this seller has a 30 day return policy, buyer pays. He used to have 15 days, but I guess he gave in to that one. He's also the seller that has a direct link to his B&M store and his own personal email address.  I'm going to ask him if I can run a test on a return.

Oh boy......rules for some.....not for others. 

[paudoh-16]

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@abfabvintage wrote:

@paudoh-16

We posted that earlier, and we both didn't want the seller to have a problem if the return button was clicked...to see if it came back it "was beyond the seller's return window."  

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I know but I'm sure he'd like to know in advance as well.