Return process improvement suggestion

[spacecoastparts]

Just had an experience where a buyer marked a return as shipped, but never actually sent the item. This means that the system thinks the item is being sent and pays no attention to tracking. So the seller has to wait until the system thinks that it should have been delivered to do anything. Except when the system thinks that it's been delivered (again, ignoring that there's absolutely no tracking info), it is marked as delivered and the seller keeps getting messages to refund the buyer by a certain date if they've received the item.

Apparently this is confusing to customer service reps as well because when asking to have the return closed due to non-shipment of item, there is hesitation and delay. I had to call three times before a case had to be opened. Then funds get put on hold and it's a nail biter if the case will be found in the seller's favor. Fortunately it was but this was such a cumbersome process.

If any staff member sees this, is there any way to get the system to recognize that the item hasn't actually been shipped by the buyer's deadline and auto-close the return? Just because a buyer can mark an item as shipped doesn't mean it ever will be, yet the seller is hounded on a daily basis to refund. A non-experienced seller may wind up refunding the buyer to avoid any complications.

[kibble-net]

I'm confused, if the buyer didn't mail the return, how was it "marked as shipped"? That should only happen when it gets scanned in by the carrier.

[12345jamesstamps]

Buyer in my case had 30+ days to return...there was no tracking on I think 35th day.

My only option was to refund.

Once I refunded I could type the problem...but not before.

And buyer also got shipping refunded that I charged to them to ship the item.

Mine was a remorse return...no tracking...and nothing returned.

Artificial intelligence wasn't on my side...

[albertabrightalberta]

@kibble-net 

If a buyer uses their own label, they can mark the return as "shipped," just as a seller who purchases a label from USPS can mark the sale as shipped. Either buyer or seller can mark it as such but not really ship anything. 

But if there's no tracking showing delivery, that's where ebay makes the decision in favor of whichever side was supposed to receive the item. 

[spacecoastparts]

This is the message I received when the system thinks that the item should have been delivered. When it says the buyer "indicated that they posted their return", I take that to mean they somehow marked it as shipped. I don't buy much on eBay, only sell really, so I don't know what options the buyer has in a return. However, I as the seller was given an option to "mark as received" once the system saw it was sent, so I only assume the buyer is given an option to "mark as sent". Otherwise how else would the system think it's been sent if there was never any tracking info?

[onlinecentral]

A return is considered Abandoned if there are no scans after 19 days or so. The case will be closed in the sellers favor. No refund needs to be issued and the seller is not charged for the label.

Changes to handling return requests that appear abandoned
Starting April 1, 2020, we will no longer close returns early at the request of a seller when the buyer has not shipped the item back.
https://pages.ebay.com/seller-center/seller-updates/2020-spring/service.html#returns-cases

You should have trusted the process, not called in and let the case close organically.

[babyers88]

It's been like that for years and if there is no tracking number scan you will never loose the case, a csr can look and see that just like anyone. sometimes you have to hold a csr's hand and guide them as some of us sellers know the system better than they do.

as for the money hold for a short period (maybe an hour or so, usually less) while they process the case, that is also normal no need to bite any nails.

[spacecoastparts]

Note: your link is dead.

Fair enough, but my point is the process is so convoluted and drawn out, bombarding the seller with false info and urges to refund. Instead of saying the item's been delivered and bombard the seller with daily messages, how about just recognize that it had never been shipped to begin with, based on no tracking, and close the return. Just like when a buyer's return time lapses. No case needed.

[ten_o_nine]

@spacecoastparts 

 how about just recognize that it had never been shipped to begin with, based on no tracking, and close the return.

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What if the buyer uses stamps, or doesn't know/forgot to load tracking, and did really return? You want eBay to close the case automatically without asking the seller first? I think the way it works now is good enough. 

[caldreamer]

I had the same thing happen to me.   Customer returned package and USPS delivery showed item was near my location but then package stalled for 7 days and didn't show any updates.   Since there was no movement, Ebay Ai bot assumed the item was delivered.   

In your case, there is no movement at all (most likely customer "printed label" but never took the item to the post office).   

At this point, I would ignore EBAY message because it said "if you received the item" you must give customer a refund.

[spacecoastparts]

Why would there be any exception for a buyer using stamps for a return? This is not even an option for seller-paid returns. eBay will never side with the buyer if they can't prove delivery because there was no tracking. So yes I would still want the return to be closed if it's past the point the system thinks there should be delivery. A buyer can always appeal if they have compelling proof that the item was delivered.

[albertabrightalberta]

@spacecoastparts 

See the part of ebay's message that I marked in blue. On November 13, go back to the claim, point out that the buyer never returned the item and to please close the case.  (BTW, I've done that on 2 occasions and they closed the cases in my favor.)

[spacecoastparts]

Yes my situation has already been resolved. I had a case opened and it was closed in my favor, since it was already past the ship by date for the buyer. As @onlinecentral pointed out in a seller update from years past, the return can't be closed early, but a case can be opened and decided favorably based on lack of actual shipment.

[inhawaii]

It doesn't matted when a return was SHIPPED.

It only matters when the return is DELIVERED.