@coffeebean832 wrote:
velvet@ebay wrote:
Great question @coffeebean832! I was just talking about this in another post the other day. It can take up to 35 business days and you can go here for more about the return timeframes we have in place.Hi velvet@ebay- Thanks for the reply. Could you please clarify on a couple of points-
1- Can you please review all the posts from this link- CS has opened tech tickets and sellers whose returns have already been open a month are seeing 30 business day extensions added. Please provide some insight on that.
2- Another issue is the policy itself being changed with zero notice to sellers. As of 1 year ago- the policy from the 2020 Spring Seller Update was in effect. eBay appears to have changed the policy in November without warning.
As a reminder- this is from the Spring 2020 Update-
When buyers are sent an eBay-generated return label, the return is closed if the label is not printed within 10 business days. If the buyer prints the label, we allow the return to remain open an additional 5 business days to ensure shipping scans are captured. When buyers are not sent an eBay-generated return label, we wait up to 35 business days before closing the return.
August 2020 policy-
Current policy that changed in November without warning-
Happy to help where I can @coffeebean832!
1. Out of the usernames in that thread that are also eBay accounts, I could find none that had claims being kept open past 35 business days. One of them noted a claim was opened against them on 9/13 and they were told it would close on 10/26. That's actually 31 business days, so they are within the 35 business day window. It appears we may be giving a more accurate picture as to when the claim will close. I'm sorry for any confusion this may have caused, and if you see anyone having funds held past 35 business days, please be sure to let us know so we can have that looked into.
2. We rely on shipping scans to follow the progress of a returned item. Sometimes this information is either delayed or not shared with us. This means a buyer may have shipped the return without us being aware of it.
Because of this, our system only closes a return once the appropriate time has passed. This is an automatic process and ensures the returns experience follows similar paths for every member.
Most returns close in 10 to 15 business days, depending on what actions the buyer has taken, such as viewing or printing a label as noted in the help page verbiage you shared here. If the return is being shipped using something other than an eBay label though, it may remain open for up to 35 business days.
In the end, if the buyer fails to return the item in the time allowed, the case will close and no further action will be required from you. We can't get much more specific then what's already been provided, but hopefully the info helps.
@coffeebean832 wrote:
Thanks velvet@ebay and I'm not trying to beat a dead horse here- but point 2 wasn't about clarifying the current policy. It was about the fact that a specific policy was announced with the Spring 2020 update- then in November 2020 eBay changed that policy again but did not tell sellers- they just quietly changed the policy and the policy page with no announcement of any kind. I hope you can see why that's problematic.
Hey @coffeebean832! Thanks for clarifying, I really appreciate it. It helps me better understand your context and I'll be sure to pass your feedback on.
Hello all! While the timelines for returns granted by policy and help pages discussed here are not in error, the displayed time frames for individual returns have been. You can go here to learn more and as always, thank you for reaching out about things like this!
