Should I decline return or just let it time out?

[bigdeals.etc]

A buyer filed a SNAD return (missing pieces) for an item they claimed to not have received. Tracking shows delivered... over 30 days ago (which is passed my return policy window).

Should I decline the return, or just let it time out?

[city*satins]

You can't ignore a SNAD dispute with impunity.

Missing/incomplete item isn't something covered by a seller's Return Policy. A return policy is only meant for 'remorse' returns - and if your buyer open a SNAD return - that's not remorse.

You don't have a "decline" on a SNAD return. You have 

1. offer partial refund

2. refund

3. return for refund

4. ask eBay to step in

Are you sure it's a SNAD category of return?  If it does, then 'decline' shouldn't be an option.

If you don't mind my asking - are you saying that the buyer originally opened an Item Not Received case - which was resolved via tracking showing delivery - but now has opened a SNAD (incomplete/damaged) case?  Or was the original non-delivery complaint something you just handled via Contact Member?

[lex-talon]

Keep in mind the buyer can open a SNAD on Paypal. They have 180 days to do so.

[myangelandmyprincess]

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@city*satins wrote:

You can't ignore a SNAD dispute with impunity.

Missing/incomplete item isn't something covered by a seller's Return Policy. A return policy is only meant for 'remorse' returns - and if your buyer open a SNAD return - that's not remorse.

You don't have a "decline" on a SNAD return. You have 

1. offer partial refund

2. refund

3. return for refund

4. ask eBay to step in

Are you sure it's a SNAD category of return?  If it does, then 'decline' shouldn't be an option.

If you don't mind my asking - are you saying that the buyer originally opened an Item Not Received case - which was resolved via tracking showing delivery - but now has opened a SNAD (incomplete/damaged) case?  Or was the original non-delivery complaint something you just handled via Contact Member?

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The op says it was delivered over 30 days ago which is past eBay’s snad policy.  That’s why they would have the decline option.  

Op I would decline.  They might file with PayPal but at least then you are responsible for return shipping 

[city*satins]

The op says it was delivered over 30 days ago which is past eBay’s snad policy.  That’s why they would have the decline option.  

Thank you!  I let myself be distracted by the OP saying "my return policy window"

[bigdeals.etc]

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@city*satins wrote:

You can't ignore a SNAD dispute with impunity.

Missing/incomplete item isn't something covered by a seller's Return Policy. A return policy is only meant for 'remorse' returns - and if your buyer open a SNAD return - that's not remorse.

You don't have a "decline" on a SNAD return. You have 

1. offer partial refund

2. refund

3. return for refund

4. ask eBay to step in

Are you sure it's a SNAD category of return?  If it does, then 'decline' shouldn't be an option.

If you don't mind my asking - are you saying that the buyer originally opened an Item Not Received case - which was resolved via tracking showing delivery - but now has opened a SNAD (incomplete/damaged) case?  Or was the original non-delivery complaint something you just handled via Contact Member?

---

@myangelandmyprincessIs correct. The decline option is there because the tracking shows it got delivered over 30 days ago. The buyer never filed an INR. We never communicated before this SNAD return they filed.

If you decline a return, the buyer is still able to leave feedback, correct? Also, if a buyer files a SNAD after the 30 days, does it still go against our seller performance metric?

[myangelandmyprincess]

Yes if you decline they can leave feedback.  If you leave it open and the buyer escalates they should lose since it’s past the time and then not be able to leave feedback. I’m just not sure how much I would trust that to happen these days with eBay approving all snad which is why I would decline   That choice is of course yours though

[city*satins]

If you decline a return, the buyer is still able to leave feedback, correct? Also, if a buyer files a SNAD after the 30 days, does it still go against our seller performance metric?

1.  Yes.  Up until 60 days EOA sometimes a few days longer.

2.  Not if you respond to it. And declining is responding.  Ignoring is never a safe option.

eBay sometimes will extend the 30 days for a SNAD upon appeal by the buyer but only rarely. But that's one more reason why it's prudent to respond.

[bigdeals.etc]

I was thinking of not declining it immediately... because the transaction is about 45 days old. I was thinking of letting it sit for 2 weeks then declining it so it's after 60 days (timeframe to leave feedback).

[city*satins]

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@bigdeals.etc wrote:

I was thinking of not declining it immediately... because the transaction is about 45 days old. I was thinking of letting it sit for 2 weeks then declining it so it's after 60 days (timeframe to leave feedback).

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Personally, I would decline it right away but then a neg wouldn't really bother me as currently (not guaranteed forever given how the sands shift around here) it doesn't really affect a seller's status - it's just an ugly blotch. But on the other hand, I'm fairly good at posting a reply that mitigates the potential damage by the buyer's words.

Totally up to you.  Hopefully smarter heads than mine can offer a suggestion - obviously I missed one important thing already regarding timelines, so I might not be the most reliable helper on this issue.  🙂

[threshold.sales.group]

Once any "request" (this iirc is technically a "request" due to it being past 30 days) is open it has to responded to in some way or you'll get a case closed strike. It can be declined (or accepted), it just can't ignored. 

Also, once any sort of INAD return is opened even past the 30 day MBG period it does count against the return metric. 

[vsoivj_0]

My opinion is a buyer is less likely to react to the passive response.

[penguins_dont_fly]

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@bigdeals.etc wrote:

I was thinking of not declining it immediately... because the transaction is about 45 days old. I was thinking of letting it sit for 2 weeks then declining it so it's after 60 days (timeframe to leave feedback).

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I don't think that you can sit on it 😞

I believe that you must respond within 3 business days, one way or the other.

[bigdeals.etc]

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@penguins_dont_fly wrote:

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@bigdeals.etc wrote:

I was thinking of not declining it immediately... because the transaction is about 45 days old. I was thinking of letting it sit for 2 weeks then declining it so it's after 60 days (timeframe to leave feedback).

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I don't think that you can sit on it 😞

I believe that you must respond within 3 business days, one way or the other.

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Actually I just checked and you're right. The details says I have to take action by 1/3. If I don't take any action and the buyer escalates... what happens? Do I lose?

[myangelandmyprincess]

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@threshold.sales.group wrote:

Once any "request" (this iirc is technically a "request" due to it being past 30 days) is open it has to responded to in some way or you'll get a case closed strike. It can be declined (or accepted), it just can't ignored. 

Also, once any sort of INAD return is opened even past the 30 day MBG period it does count against the return metric. 

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It would only get a unresolved defect if it’s closed in favor of the buyer which it shouldn’t be