Preparing for my hearing with eBay CSR

[mypostingid15]

Newbie opens an account same day and purchases 2 sets of dishes for a total of $79

Newbie lives in Arizona and costs me $27 to ship (Fedex cheapest)

Newbie receives items in 2 days

Newbie opens a return case "Just didn't like it"

ebay approves return

ebay asks me to send an RMA, I did same day

ebay asks newbie to ship item back

Six days go by, then

ebay sends me an email "The buyer opened a case" followed by another "Case # xxxxxxxxxx: Your case is on hold, followed by another "Action required for eBay return"

I go to the return case and now the reason "Just didn't like it" is not there anymore, it disappeared and there's no way to issue label, just refund option.

Action required for eBay return states,

Hello "xxxxxxxx",
I'm contacting you about the return request xxxxxxxxx filed for the xxxxxx by xxxxxxxxxxxxx.
I've reviewed the details of the request and found that the best resolution is to ask the buyer to return the item to you for a full refund. Because the item was not as described, we're asking you to pay for the return shipping.

I've placed the request on hold for 4 days to give you time to arrange the return shipping with the buyer. Please note that if you don't resolve the issue by 3/8/19, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.

You have 2 options:

Issue a pre-paid shipping label and upload it to eBay
If you have a preferred shipping service, contact them to purchase one of their shipping labels.
If the item is over $750, you'll need to purchase signature confirmation.
Send the label to the buyer by locating the item in the Sold section of My eBay, and then selecting Contact buyer.
Send the buyer a PayPal payment to cover the return shipping
Locate the item in the Sold section of My eBay, and then select Contact buyer.
Ask their buyer for their PayPal email address. Be sure to explain that you're asking for this information in order to send them money for the return label through PayPal.
Use the shipping calculator on the shipping service's site to find out how much return shipping will cost.
If the item is over $750, remember to include the cost of signature confirmation.
Send a payment to the buyer by logging in to your PayPal account, and then clicking Send at the top of the page.
Once the payment is complete, reply to this email with the transaction ID and a screenshot of the payment.
If you've tried to resolve the issue by doing one of the above but the buyer hasn't responded, please let us know by replying to this email or replying to the return request.

I hope I've explained everything clearly and we look forward to working with you to resolve this issue. We thank you for your time and for your business.
Thanks,

So, I contacted the buyer to ask if they need a replacement but no response the first time, but they replied to my second email stating " My intention of returning the item is really to get my refund. I don't want any replacement. I am willing to return the item back to you and I want my refund."

[obojoekn]

Send them the shipping label. Await the return of your items. There will be tracking on the return so eBay can monitor if you received your item or not. If you do, the case closes. If you do not, you can file with eBay to get your return shipping refunded. Sometimes you just have to take the hit and move on. It is better than losing your item as well as refunding the purchase price to the buyer. 

[moo*cow*corner]

Yeah, I'd definitely be on the horn to ebay right away too. Newbie opens a return case "Just didn't like it" is a remorse reason, and unless you offer free returns, it's the buyer's responsibility to pay return shipping. That's messed up, for sure. Very concerning. If it's a glitch, it's a big one! Let us know how it works out...

[gramophone-georg]

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@moo*cow*corner wrote:

Yeah, I'd definitely be on the horn to ebay right away too. Newbie opens a return case "Just didn't like it" is a remorse reason, and unless you offer free returns, it's the buyer's responsibility to pay return shipping. That's messed up, for sure. Very concerning. If it's a glitch, it's a big one! Let us know how it works out...

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Unfortunately, I don't think it's a "glitch". It seems to be happening with more regularity and the seller winds up holding the bag. Sorry.

[dominicancorp]

Can you as a seller avoid this mess by setting your listing as "no return accepted"??? I never have this problem before, so I am curious if this ever happens, how will this end up, I set most of my listing with a no return accepted. I do that guessing that there is no way they will return it because my items are listed always accurately described, conditions are good, I specify that seller has to cover their return if I accept it.

[mopata]

Can you as a seller avoid this mess by setting your listing as "no return accepted"??? I never have this problem before, so I am curious if this ever happens, how will this end up, I set most of my listing with a no return accepted. I do that guessing that there is no way they will return it because my items are listed always accurately described, conditions are good, I specify that seller has to cover their return if I accept it.

Sorry - If the Buyer opens a SNAD case, ebay will approve the return, at your cost, even if the item is as described.  There is really no such things as "no returns" on ebay - even though the no returns listing option exists.

[fern*wood]

So ebay is now changing the reason on returns for buyers?  I know they won't do this for sellers. 

[doubledz-a2z]

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@fern*wood wrote:

So ebay is now changing the reason on returns for buyers?  I know they won't do this for sellers. 

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OP says there were two orders.   Buyer probably realized the first case opened for Did Not Like meant they have to return on their own dime.  So second case for the second set was Not As Described so they can get shipping back covered by OP.

I would contact Ebay and point that out to them then if it was me I would figure return shipping for JUST ONE set and plan on refunding for just one.    Plus I would add a note to buyer to MAKE SURE ALL THE DISHES WERE SAFELY PACKAGED JUST THE WAY THEY WERE ORIGINALLY SHIPPED.   Your buyer may have unwrapped the set and now just throw them back in the box and they break on return.        Good grief.   I am ending my listings on March 31 and hubby closing his store on same date and after twenty productive years on ebay waving goodbye.  GTC, Managed Payments, Return abuse has taken its toll and I am thrilled to head into the warmer months and make my return to the Sunday swap meet.  

[treasure.hunter.d]

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@mypostingid15 wrote:

Newbie opens an account same day and purchases 2 sets of dishes for a total of $79

Newbie lives in Arizona and costs me $27 to ship (Fedex cheapest)

Newbie receives items in 2 days

Newbie opens a return case "Just didn't like it"

ebay approves return

ebay asks me to send an RMA, I did same day

ebay asks newbie to ship item back

Six days go by, then

ebay sends me an email "The buyer opened a case" followed by another "Case # xxxxxxxxxx: Your case is on hold, followed by another "Action required for eBay return"

I go to the return case and now the reason "Just didn't like it" is not there anymore, it disappeared and there's no way to issue label, just refund option.

Action required for eBay return states,

Hello "xxxxxxxx",
I'm contacting you about the return request xxxxxxxxx filed for the xxxxxx by xxxxxxxxxxxxx.
I've reviewed the details of the request and found that the best resolution is to ask the buyer to return the item to you for a full refund. Because the item was not as described, we're asking you to pay for the return shipping.

I've placed the request on hold for 4 days to give you time to arrange the return shipping with the buyer. Please note that if you don't resolve the issue by 3/8/19, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.

You have 2 options:

Issue a pre-paid shipping label and upload it to eBay
If you have a preferred shipping service, contact them to purchase one of their shipping labels.
If the item is over $750, you'll need to purchase signature confirmation.
Send the label to the buyer by locating the item in the Sold section of My eBay, and then selecting Contact buyer.
Send the buyer a PayPal payment to cover the return shipping
Locate the item in the Sold section of My eBay, and then select Contact buyer.
Ask their buyer for their PayPal email address. Be sure to explain that you're asking for this information in order to send them money for the return label through PayPal.
Use the shipping calculator on the shipping service's site to find out how much return shipping will cost.
If the item is over $750, remember to include the cost of signature confirmation.
Send a payment to the buyer by logging in to your PayPal account, and then clicking Send at the top of the page.
Once the payment is complete, reply to this email with the transaction ID and a screenshot of the payment.
If you've tried to resolve the issue by doing one of the above but the buyer hasn't responded, please let us know by replying to this email or replying to the return request.

I hope I've explained everything clearly and we look forward to working with you to resolve this issue. We thank you for your time and for your business.
Thanks,

So, I contacted the buyer to ask if they need a replacement but no response the first time, but they replied to my second email stating " My intention of returning the item is really to get my refund. I don't want any replacement. I am willing to return the item back to you and I want my refund."

---

You keep mentioning that ebay sends you an email? Is this a message on the ebay site in your messages inbox or is this an email you are receiving off-site? There's somethingt about the wording in your received info that is making my teeth itch so I'm just curious how you are receiving this stuff.

[doubledz-a2z]

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@treasure.hunter.d wrote:

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@mypostingid15 wrote:

Newbie opens an account same day and purchases 2 sets of dishes for a total of $79

Newbie lives in Arizona and costs me $27 to ship (Fedex cheapest)

Newbie receives items in 2 days

Newbie opens a return case "Just didn't like it"

ebay approves return

ebay asks me to send an RMA, I did same day

ebay asks newbie to ship item back

Six days go by, then

ebay sends me an email "The buyer opened a case" followed by another "Case # xxxxxxxxxx: Your case is on hold, followed by another "Action required for eBay return"

I go to the return case and now the reason "Just didn't like it" is not there anymore, it disappeared and there's no way to issue label, just refund option.

Action required for eBay return states,

Hello "xxxxxxxx",
I'm contacting you about the return request xxxxxxxxx filed for the xxxxxx by xxxxxxxxxxxxx.
I've reviewed the details of the request and found that the best resolution is to ask the buyer to return the item to you for a full refund. Because the item was not as described, we're asking you to pay for the return shipping.

I've placed the request on hold for 4 days to give you time to arrange the return shipping with the buyer. Please note that if you don't resolve the issue by 3/8/19, we'll issue the buyer a full refund on your behalf without requiring the item to be returned.

You have 2 options:

Issue a pre-paid shipping label and upload it to eBay
If you have a preferred shipping service, contact them to purchase one of their shipping labels.
If the item is over $750, you'll need to purchase signature confirmation.
Send the label to the buyer by locating the item in the Sold section of My eBay, and then selecting Contact buyer.
Send the buyer a PayPal payment to cover the return shipping
Locate the item in the Sold section of My eBay, and then select Contact buyer.
Ask their buyer for their PayPal email address. Be sure to explain that you're asking for this information in order to send them money for the return label through PayPal.
Use the shipping calculator on the shipping service's site to find out how much return shipping will cost.
If the item is over $750, remember to include the cost of signature confirmation.
Send a payment to the buyer by logging in to your PayPal account, and then clicking Send at the top of the page.
Once the payment is complete, reply to this email with the transaction ID and a screenshot of the payment.
If you've tried to resolve the issue by doing one of the above but the buyer hasn't responded, please let us know by replying to this email or replying to the return request.

I hope I've explained everything clearly and we look forward to working with you to resolve this issue. We thank you for your time and for your business.
Thanks,

So, I contacted the buyer to ask if they need a replacement but no response the first time, but they replied to my second email stating " My intention of returning the item is really to get my refund. I don't want any replacement. I am willing to return the item back to you and I want my refund."

---

You keep mentioning that ebay sends you an email? Is this a message on the ebay site in your messages inbox or is this an email you are receiving off-site? There's somethingt about the wording in your received info that is making my teeth itch so I'm just curious how you are receiving this stuff.

---

[doubledz-a2z]

PayPal Transaction ID if there is a refund should be all Ebay requires.  Asking for a screenshot of payment now makes me question that entire message.   Especially from a 'newbie' buyer.   Possibly something posted on the web or You Tube in the catagory of How To Get Stuff on Ebay for Free which you can copy and paste such a wordy message?     Seriously this is getting way out of hand.

[doubledz-a2z]

IMO OP was presented with a bogus message of Just Didn't Like It followed by this message I cannot believe actually came from ebay. Then buyer filed an actual case with Ebay for NAD and seller is proceeding with that. I would call Ebay. I recently called them and was through in less than two minutes. Something is not right and I would get proof of case opened.

[treasure.hunter.d]

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@doubledz-a2z wrote:
IMO OP was presented with a bogus message of Just Didn't Like It followed by this message I cannot believe actually came from ebay. Then buyer filed an actual case with Ebay for NAD and seller is proceeding with that. I would call Ebay. I recently called them and was through in less than two minutes. Something is not right and I would get proof of case opened.

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Precisely the reason for my post/question.

[gracieallen01]

I didn't think that the reason for return could be changed by CS.  Did they change that?  Is ebay becoming a 'kinder and nicer site' - to buyers?

Are you sure that is an ebay e-mail?

[myangelandmyprincess]

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@doubledz-a2z wrote:
IMO OP was presented with a bogus message of Just Didn't Like It followed by this message I cannot believe actually came from ebay. Then buyer filed an actual case with Ebay for NAD and seller is proceeding with that. I would call Ebay. I recently called them and was through in less than two minutes. Something is not right and I would get proof of case opened.

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Knowing how eBay customer service is I can totally believe this message came from them   To me it sounds like the buyer called because they didn't want to pay return shipping.  Convinced a csr that it was a not as described situation that the seller was not providing a return label for and the cs escalated and put the case on hold to allow the seller to do so.  A case of a clueless csr is my opinion.   Whether it can be fixed by another csr...seems doubtful