eBay

varebelrose · ‎10-01-2018

Buyer bought item, admitted in messages that he broke it, then immediately filed SNAD. Return was automatically accepted. I would have probably just refunded him if he hadnt falsely filed SNAD (description was accurate). I figured I would wait and get the item back, it was still worth resale even after return postage. The return was never shipped and the date for buyer to do so has come and gone with no action on his part. It still shows as an open return. I see no option via software to request the return case be closed. I strongly think this is a partial-refund seeker.

1) How do I get the open return case closed, other than calling and requesting it to be done? I don't mind doing that if needed, just want to avoid long phone time.

2) Will this return request case count against me on my performance metrics, even though buyer admitted in writing that it is NOT actually a SNAD and he never actually tried to return item?

thanks in advance.

castlemagicmemories · ‎10-01-2018

Sorry but I believe you do have to call and tell them that the buyer is out of time to return this and ask them to close the case in your favor.

castlemagicmemories · ‎10-02-2018

As far as #2, I believe the answer is YES.

resalerackrebel · ‎10-02-2018

@varebelrose wrote:
Buyer bought item, admitted in messages that he broke it, then immediately filed SNAD. Return was automatically accepted. I would have probably just refunded him if he hadnt falsely filed SNAD (description was accurate). I figured I would wait and get the item back, it was still worth resale even after return postage. The return was never shipped and the date for buyer to do so has come and gone with no action on his part. It still shows as an open return. I see no option via software to request the return case be closed. I strongly think this is a partial-refund seeker.

1) How do I get the open return case closed, other than calling and requesting it to be done? I don't mind doing that if needed, just want to avoid long phone time.
2) Will this return request case count against me on my performance metrics, even though buyer admitted in writing that it is NOT actually a SNAD and he never actually tried to return item?

thanks in advance.

I had a false SNAD where the item was not returned in the given time frame. Yes, you have to call to get the case closed. Yes, it will count as a SNAD in your metrics, even though the case will be closed in your favor.

swenson8781 · ‎10-02-2018

How long has it been since the 'return by' date has come & gone? About a month ago I had a return request (mine was NOT SNAD, so that might make a difference), the buyer never shipped the item back, and by the 2nd week after the 'return by' date had passed, eBay/the system closed out the return request.

I was very surprised, as I've had them in the past, and they've hung out there forever, usually around the 30 day mark! But, like I said, mine wasn't a SNAD, so it wouldn't have counted against me. If it's been more than a week or so since the 'return by' date has passed, then I'd take the time to call. Sorry.

goodluckselling · ‎10-02-2018

You can either call and have the return request escalated into a case which means they will review the details of the request and close it out in your favor or you can
do it through the resolution center inside the request details. Both ways will get the same results.
In this situation I would call so that after they close out the request, you can report the buyer for misuse of the money back guarantee based on the messages.

The request will not count against your seller standard rating (performance) and the buyer will not be able to leave feedback, but I think it will count against your service metric? eBay has said they will monitor all requests now for misuse and take the correct action for events like this so hopefully eBay will remove it from your service metric as well?

Good Luck Selling!

varebelrose · ‎10-02-2018

The deadline for the buyer to return was only October 01, so yes, it has not been long.

I cannot find any options for me to take action anywhere in the resolution center, other than to refund buyer.

I guess I will give it a few days, and if it does not clear on its own I will call them. Thanks for the suggestions!

auctionpet · ‎10-02-2018

Don't be surprised if ebay tells you their giving the buyer an extension! I've had that happen. Also, remember the days are counted as business days and don't include the date the request was made.

2015mhfashions · ‎10-02-2018

As soon as the deadline has passed call and have it closed, Imagine if you took as long to ship, there would be hell to pay ! As sellers we get punished for late shipments, late deliveries etc, works both ways, if a buyer cannot get the item back in what is a lot longer than what we have to deliver it then the case should be closed.

zamo-zuan · ‎10-02-2018

@varebelrose wrote:

2) Will this return request case count against me on my performance metrics, even though buyer admitted in writing that it is NOT actually a SNAD and he never actually tried to return item?

thanks in advance.

Yup.

Just yesterday a customer claimed an Oxygen Sensor for their vehicle was defective.

He messaged again and said his mechanic figured out the problem, wires were mixed up or something like that. It's working now.

He closed the return. We were informed that it will still count against us....

Not fair at all. But what can we do? Until they add the ability to appeal these kind of cases... no choice but to accept it.