eBay

tapi-szem · ‎09-25-2018

So I sold a pair of pants for $15.50 and $4.50 shipping. Buyer received them, they did not fit, she opened a return request for fit (remorse), which was auto-accepted by Ebay.

She then waited several days to ship the item back. I got notification in the early hours of this morning that the item had been shipped back. Fine.

Well, 2 hours ago I was notified that I (!!) opened a case for this item. I did no such thing! I called and was told that this is a glitch and the case would be put on hold until the item arrives and any defect would be removed. Great! Except: now the refund due to the buyer is showing the entire amount of $20.00 because the item is now not as described (and I supposedly asked Ebay to open this case??). I cannot even issue a refund for the item price only through Paypal because the entire payment is on hold.

I called back and was told that this is not a glitch and the buyer must be issued a full refund when the item arrives. But why? Why did Ebay open this case in the first place? The buyer took her sweet time returning but shipped within 5 business days (barely). I certainly did nothing wrong. Why can't Ebay acknowledge this error and close this case so I can refund the buyer?

trinton@ebay if you could help.

missjen831 · ‎09-25-2018

The buyer may have contacted customer service who may have decided to “step in”. If that’s the case, that’s why the remorse return turned into a SNAD. Especially if the buyer included notes in the return details that would lead someone to think it should have been a SNAD return

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

threshold.sales.group · ‎09-25-2018

Agree, how can a return that's been auto accepted with label issued by ebay and still in transit ever turn into a case?

tapi-szem · ‎09-25-2018

But the case was opened (again, it says at my request, which is blatantly untrue) AFTER the buyer shipped back the item using a label she paid for. If she was going to do something like this, she would have done it before the item was shipped since that way I would have had to pay for shipping.

The whole thing does not make sense.

Now the fourth agent was trying to convince me that I can issue a refund for the item price only (no, I cannot) and I should call Paypal and have them "manually override" the hold (why would they, Ebay caused this mess).

missjen831 · ‎09-25-2018

@threshold.sales.group wrote:
Agree, how can a return that's been auto accepted with label issued by ebay and still in transit ever turn into a case?

It can happen and it does happen. After the seller accepts the return, eBay can be asked to step in and that is how it turns into a case.

@tapi-szem You could contact the buyer. I’ve not yet heard of a glitch in the system that has caused this but I’ve seen plenty of reports where a remorse return WAS escalated into a case after the seller accepted it & the buyer is the one who contacted eBay.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

tapi-szem · ‎09-25-2018

The case clearly says I supposedly opened it, not the buyer.

fern*wood · ‎09-25-2018

I agree with Jen, it is probably something a csr did after the customer called in with some question about the return.

Last month I had a csr cancel one of my sales and issue the buyer a full refund. When I called in to inquire, they said I had filed the cancellation and I did no such thing either. I asked them to look for proof I filed it and there was no record of me doing anything. Bottom line, it seems some csrs get confused and do all kinds of crazy things. My buyer said they did call in with a problem with another seller and we guessed the csr cancelled mine by mistake. Ebay never did get back to me when I asked for an explanation, but I was lucky that my buyer was honest and repaid me with no help from ebay.

tapi-szem · ‎09-25-2018

Buyer took almost 5 whole business days to return the item. Previously, these types of requests stayed open for 30 days before auto-closing if no tracking was uploaded. Now apparently Ebay is taking action. But why open a case on an item that was already in transit, if a bit late, I do not know.

All I know is there is no way for Paypal to "manually override" the hold. So thanks to Ebay I will now have to refund the shipping too and although I was assured multiple times I would not get a defect, I am not so sure.

ed8108 · ‎09-25-2018

@tapi-szem wrote:
But the case was opened (again, it says at my request, which is blatantly untrue)

You may need to provide ebay a medical report certifying that you do not suffer from memory loss, to take your denials of opening cases seriously.

tapi-szem · ‎09-25-2018

All they need to do is read the message they sent, which begins as "you opened a case..". Was there a button I supposedly pushed? Used telepathy? What kind of certified nitwit seller would open a case which would be closed in the buyer's favor in a simple remorse return request (when they take returns and are not gluttons for punishment)?

mp_082 · ‎09-25-2018

LOL! You are dreaming if you think Ebay will do anything. The buyer will keep your item and get a refund. If for some one in a million reason Ebay denies him, nhe will simply try Paypal and then finally a chargeback with the credit card company used on paypal. There are webpages that list step by step of how to get any item for free on Ebay becasue of their one sided return policy and feedback. Even if they get their account suspended for to many returns, which hardly ever happens, it takes 2 seconds to make a new buying account.

tapi-szem · ‎09-25-2018

The buyer did absolutely nothing wrong. She did not open the case. Ebay did, claiming it was at my request. But I did not ask for them to step in either. I have no issues with refunding the item price. I do have issues with Ebay turning this into a not as described case (which it was not), forcing a refund of the shipping cost as well as the defect I may very well get.

That is the point of this thing - neither the buyer nor I asked Ebay to step in. We both followed Ebay's rules regarding returns to a "T" and this is what it got us.