Returns after issue requests

[alleymob]

Buyer bought an item, bad weather got the item shipped back to us-(buyer notified us that this was happening)....taking over two weeks, in which time the buyer opens an issue request saying it was never delivered. Buyer sends several messages asking us to please re-send it after it is returned. Item finally gets delivered, post office fixed the lable and re-sends it-updates the tracking, and buyer receives item-so eBay closes the "issue" on his end......but now eBay won't let them start a return on said item because it doesn't fit. Is this possibly because they (buyer) already opened an issue and it was cleared? That's the only thing I can think of as to why they can't start a return.....

[mam98031]

They should be able to open a Buyer Remorse Return Request.  It is possible the buyer is just confused.

When a buyer opens and INR, they can change that to a Request for Return if it hasn't closed.  But if it is closed, they should be able to open a Request for Return.  If they insist that the system is not letting them, they will need to contact Ebay as the system should be allowing it, unless they accidentally opened one and closed it because they meant to open the INR in the beginning.  Then they would not be able to open a Request for Return a second time.

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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[12345jamesstamps]

Buyer doesn't want to pay return shipping so they don't want to open correct return claim.

[mam98031 · Accepted solution]

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@12345jamesstamps wrote:

Buyer doesn't want to pay return shipping so they don't want to open correct return claim.

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Good catch.  The listings I looked at they have free shipping, but after your post I looked at some others and it says Buyer pays shipping.

@alleymob 

The buyer's reason for wanting to return the item is a Buyer Remorse Reason and @12345jamesstamps is likely right, they try to open it and it tells them they have to pay for return shipping and they don't want to do that.

DO NOT share that with them unless you want them to change their reason and then stick you with the return shipping.