Seller ordered by mistake, gets refund and doesn’t have to return item......

[kjm0527]

So this is a new one to me.  Tonight eBay closed a return and refunded the buyer as well as told them to keep the item.   The reason for the return request they stated was they ordered by mistake.   Has anyone else had this happen?   I cannot even figure out how to appeal since they auto closed it.   I am really surprised.....seriously, what other online retailer gives a full refund AND lets you keep an item that you order by mistake?      The seller note says it was not what they expected even though there are more than enough pictures of the brand new item that they knew what they ordered.   I’m just at a loss for how eBay thinks this is good business practice.  

I found another post post that showed how to change return settings for future, but looking for any advice on this item as it seems eBay has just simply auto approved.  

[orangehound]

(I feel like you are leaving out some details) .....

In the past, I've found that eBay will do this if a seller either is dragging their feet with responding to a return request, or the seller is battling the customer.    That is, if the seller does not take action on the return request, the buyer can ask eBay to step in, eBay approves the refund since the seller didn't, and then all sorts of other unpleasant things can happen with the seller account.

But, with the new "faster" returns system, the return should have been automatically accepted by eBay (I assume that you have 30-day returns on this item), and the buyer should have sent it back before getting a refund.

So something is messed up.  I would call eBay customer service to get a better handle on what got twisted up in the returns process.

[kjm0527]

I do offer 30 day returns, and have had a small number with no issues where buyer returns and I process the refund.  On this one, I never received a note that there was a return request, just the email from eBay saying I didn’t need to do anything and they already refunded.  The note also indicated that the buyer could keep the item which is my primary issue.  I would have accepted the return, but would expect item returned in the new condition in package as it was shipped.   Never had this happen before, on the few returns, I have always had the item in hand before refunding.    I literally just shipped this item late last week (I ship next day after purchase).   Thank you for your help.  Adding more detail here in case it helps.  

[fatfinggers]

This could happen if the setting for " buyer keeps item and automatic refund sent" setting is turned on.  To check--go to site preferences (open)--then scoll down to return preferences (open)--then open "basic return rules" (top right corner). This is where you'll find the basic rules

[triodiode]

Was the money taken from your account or did ebay refund the buyer. Check your pay pal account.

[hydro33tj]

I received an email from eBay two weeks ago that they accepted a return of a

$200 item that the buyer said, " I just didn't like it." The item was already being returned to me and I had no choice. No misrepresentations or other problems on my part. The buyer never contacted me or had any questions. I used the full 12 photos and clear descriptions. What else could I do ? What couldn't they see before bidding ? To me, the transaction is between me and the buyer with ebay just as the medium. Their favoritism towards buyers is unfair. It takes both sellers and buyers to make this business work.

[disneyshopper]

At that time, you had a 14 day return policy.  That means the buyer can return the item for any reason, or for no reason at all.  Now all sellers need a 30 day (or 60 day) return policy, or a No Returns policy.

[sclvaughan]

If you are in the uk take ebay to the small claims court, depending of course how valuable your item was?
It will cost you £20 i think but it might be the kick up the backside ebay need as they are becoming more arrogant by the day,hence sellers deserting in droves.

[sclvaughan]

Not as far as ebay are concerned.The only one they care about is the buyer.

[plumbingspecials]

You should really pay attention to your returns every single day.
Under your account tab, go to site preferences, then to return preferences and toggle on the box that allows you to add an RMA, that way you will get an additional message that a return is in effect.

[taylors996]

Not quite true about all sellers , I have been using 14 day return with buyer pays return shipping since July 1, 2018. Even called CS they said no issues with having a 14 day return, The only issue is TRS+. That's fine 10% discount doesn't cover the free returns and stopped offering free shipping. Sale are great, but just a small seller and that the way I want it. Cheers

[fine_find]

I only have one thing to add to what others have said. Instead of calling Customer Service, call and ask for the Resolution Department. This is the only department that can help you now. Just explain to the rep that answers what you have stated here and ask to file an Appeal. You have 45 days to do this, but I wouldn't wait. I would do that right away. The Resolution Department is where you find 'Seller Protection'. Be kind when you speak to them as they are the ones with the power and the authority to use it. They can refund you for your loss if you ask them. I hope this was helpful to you.

[kjm0527]

Thank you for the advice.  I will try calling today.   

[mstcwrld7]

        If you get a return request --  there is a place you can click tht says "Refund the Buyer Now".

That means you refund the buyer wihtiout waiting to get the item back. 

    If you do that --  ebay will message the buyer that he does not have to return the item.   

At least it used to be that way. 

       So if you don't want the buyer to keep the item and your money too - do not click that

"Refund Buyer Now" option.

      Wait til you getthe item back, before you refund.

[theaboo1961]

Here is the link:
https://www.ebay.com/rtn/Return/SellerRules