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."

[threshold.sales.group]

Agreed. Almost certain the reason was changed by c-s. That's why it went from request to case.  Awful that there was really no explanation for the switch given to the OP.  

[laurabeardsley]

Just one more reason so many sellers are leaving ebay and the scammers are jumping with glee. I have dealt with the same issues and ebay does not stand behind the sellers at all. They need to get their act together or lose a substantial amount of their sellers.

[emerald_door]

Yes, the reason for a return can be changed.  A few months ago a buyer requested a return for "doesn't fit."  I received the return and issued the refund.  The buyer then opened a case for "not as described," and eBay forced me to refund the shipping both ways.  I called eBay and they ended up reimbursing me for the shipping.  However, the shipping for my item was much less expensive than the OP's shipping for china.  

[doubledz-a2z]

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@threshold.sales.group wrote:

Agreed. Almost certain the reason was changed by c-s. That's why it went from request to case.  Awful that there was really no explanation for the switch given to the OP.  

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The OP states there were TWO ORDERS.  Two separate item numbers.  Shipping obviously was combined.   Ebay did not switch the reason.   Buyer tried Just Did Not Like once when they would have to foot the bill for return shipping they opened a case on the second order for Not As Described.  Read the OP opening statement.

[threshold.sales.group]

Fwiw, if that were the situation then the seller would still have the original remorse return open, waiting on the buyer to ship the item back (buyer pays shipping) and the second INAD return (seller pays shipping) would have started off as return request.  Instead the Op is dealing with a single case, which means ebay c-s has stepped into an existing return request. 

Almost guaranteed the buyer figured out what the cost for return shipping was,  didn't like that and got on the phone to ebay c-s.  

[fern*wood]

Could you please provide a few more details for clarity?  Was this two separate listings or two separate shipments?  Were two returns opened?  Were the two return messages all from ebay?  We all aren't reading the same thing from your post.

Have you called yet?

@mypostingid15 

[Anonymous]

Once I sold an amplifier "for parts not working" NO returns with "No returns" repeated many times in the auction details.  Unfortunately due to the light reflection of the flash in one of the photos, the amp led looked as if it powered on.  When the buyer received the amp he soon realized he could not repair it, so he returned "not as described"  saying the lit led in the photo would not light... ebay approved the return!  And this was a "for parts not working no returns" auction...  I hope folks will vote with their feet and leave ebay or at least seriously reduce the number of their auctions, as that is the only way you, as a seller, can win.  ebay is courting the Big Sellers and Corporations and does not really care about the small sellers who created their business in the first place...

[mypostingid15]

Is this a message on the ebay site in your messages inbox or is this an email you are receiving off-site? 

It's from ebay for sure.

[mypostingid15]

I called ebay this morning and it seems they are now asking the buyer to pay return shipping, still confusing. how is ebay providing the label and asking the buyer to pay? Here's what an email I received today,

Thanks for trying to work with the buyer. Unfortunately, it looks like the issue wasn't resolved. We reviewed this case and decided to ask the buyer to return the item to you using an eBay-provided shipping label. The buyer will pay the return shipping costs.
Once tracking information confirms that the item has been delivered to you, the buyer will be issued a refund. The refund includes the purchase price plus original shipping. This amount will be debited from the payment method on your eBay account.

[mypostingid15]

One listing of 2 sets sent in one package.

[mypostingid15]

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@doubledz-a2z wrote:

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@threshold.sales.group wrote:

Agreed. Almost certain the reason was changed by c-s. That's why it went from request to case.  Awful that there was really no explanation for the switch given to the OP.  

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The OP states there were TWO ORDERS.  Two separate item numbers.  Shipping obviously was combined.   Ebay did not switch the reason.   Buyer tried Just Did Not Like once when they would have to foot the bill for return shipping they opened a case on the second order for Not As Described.  Read the OP opening statement.

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Just one order.

[myangelandmyprincess]

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@mypostingid15 wrote:

I called ebay this morning and it seems they are now asking the buyer to pay return shipping, still confusing. how is ebay providing the label and asking the buyer to pay? Here's what an email I received today,

Thanks for trying to work with the buyer. Unfortunately, it looks like the issue wasn't resolved. We reviewed this case and decided to ask the buyer to return the item to you using an eBay-provided shipping label. The buyer will pay the return shipping costs.
Once tracking information confirms that the item has been delivered to you, the buyer will be issued a refund. The refund includes the purchase price plus original shipping. This amount will be debited from the payment method on your eBay account.

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eBay still provides the label on remorse returns through the return case but the money for the shipping comes from the buyer instead of the seller