Shipping after return request

[browseboutique]

Hi. My buyer accidently asked for a return. They asked me to decline the return which i did.  Problem arose I think when I shipped BEFORE declining the return.  Now the item doesn't show as shipped even though I was able to generate and use a usps label. Tracking shows the buyer received it. I also I can't provide feedback to the buyer because item does not show as purchased or shipped.  I think it's a software bug. Can anyone help with this?

Thanks for your time!

janet

[mam98031 · Accepted solution]

The proper way to handle this was for the buyer to close the claim.  By you denying the claim it will cause you issues as Ebay will now step in and rule on the claim.  And likely they will just refund your buyer and not even require them to return the item.

You need to look at the claim and see what the status is.  You complicated the issues by denying the claim.  

You can't leave feedback on a claim that you deny.  It isn't a software problem at all.  

[pjcdn2005]

Why are you suggesting that eBay is  going to automatically step in?   Since the seller was able to decline the return the buyer obviously used a buyers remorse return reason.  Yes the fact that the buyer didn’t just close the return complicates things but it doesn’t mean that eBay will automatically get involved.

[mam98031]

Valid Point.  I stand corrected.

[browseboutique]

Hi. Thank you for this information. Yes I did not understand the process. Now I do but it's a tough way to learn.

Since I wanted to be sure the money was not refunded, I called eBay and they said they won't refund the buyer the money until the buyer returns the item and indicates the reason for the return. Since this hasn't occurred the money hasn't been refunded. Ebay said not to worry about it.  

Next time I will follow the correct process. 

Thanks again for the help!

[browseboutique]

Thank you. eBay did not step in and process the refund. They wait for the item to be returned with a valid reason.

I really appreciate your time as I learn the nuances of the eBay platform.

[browseboutique]

Just to clarify, when I indicated that it was a software problem, I was envisioning a more robust design where my choice to generate a shipping label while the return request was open would result in a message. Something like, "This item has an open return request. Please process that request before shipping. Click here for the return process." This may have caused me to uncover the appropriate process before I made a mistake.  True, the system is working as designed but that design could be improved with this change which would help educate sellers like me.

[mam98031]

I'm glad we could help you.  In the future if something arises for you that you aren't sure how to handle, come on back and let us help you through the process.  Someone is usually always around to lend a hand.

[donsdetour]

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@browseboutique wrote:

Hi. Thank you for this information. Yes I did not understand the process. Now I do but it's a tough way to learn.

Since I wanted to be sure the money was not refunded, I called eBay and they said they won't refund the buyer the money until the buyer returns the item and indicates the reason for the return. Since this hasn't occurred the money hasn't been refunded. Ebay said not to worry about it.  

Next time I will follow the correct process. 

Thanks again for the help!

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Do not bet on this happening. Cs real good at getting you off the phone;

Keep us users informed about what happens with this mess. Please.