Thank you, eBay, for nothing!

[ten_o_nine]

Buyer files a return as "changed mind" 3 weeks after delivery, I accepted. Buyer ships item 4 weeks after I accepted, tracking shows stuck in transit, then out of nowhere, I receive an email from eBay that the buyer asked them to step in, and the case is locked and you can do nothing about it, eBay decides in favor of buyer even if tracking shows "in transit"

scan shows delivery one week after eBay made their decision to refund buyer.

 I thought I had 2 days to inspect the return before refunding.

[lakefor94]

If the buyer gets it shipped on time, tracking is presented, does not matter if you get it on time, the refund processes on time.

We have been there before here on the boards....

Same as on AMZ,  only has to have the acceptance scan.

Refund will process in due time regardless of delivery.

[ten_o_nine]

@lakefor94 

I did not get an email that says "Return delivered, issue refund", and I didn't see a set date to issue the refund. There was no due time to process the refund.

[lakefor94]

@ten_o_nine 

Ahhh, I see what you mean. You could not issue a refund even if you wanted to, because eBay locked the case. 

As far as eBay is concerned, it is all about the acceptance scan and that does put the seller between a rock/hard place when a return delivery is delayed for some reason. 

fwiw, AMZ return fodder: AMZ used to issue the refund automatically when the system saw an acceptance scan. At least now they have been, once again, allowing me to issue the refund after I get the items back. I have no doubt, AMZ would do the same if there was a delay in the return delivery. They don't like buyer return satisfaction delayed.

AMZ and eBay both don't want to see the buyers have to wait for return refunds. They are always going to assist the buyer when deemed necessary by the venue.

Does not matter about the 2-days to inspect policy. 

Stinks for the seller, but it is what it is....,

[lakefor94]

@ten_o_nine 

Here is a similar thread, active now:

https://community.ebay.com/t5/Selling/USPS-return-tracking/td-p/35006423#M2543292

[lakefor94]

@ten_o_nine 

Have to wonder if the eBay issued refund also provided the seller defect gift?  If true, might be able to appeal. 

[ten_o_nine]

@lakefor94 

I appealed the defect but received a generic AI response on how to avoid defects and denied the appeal.

The case was open with status of "Return shipped", then suddenly, I receive an email from eBay stating the buyer asked them to step in, they locked the case where you can't even refund if you wanted to, followed by another email that the case was closed in buyer's favor, they kept the FVF and issued a defect. This was the first defect I ever received for not resolving a buyer's issue in my many years of service.

[lakefor94]

Yep, nothing but a stone cold slap in the face for the seller.

I know this situation has been brought up before, perhaps @wastingtime101 can shed some more light.

[wastingtime101]

If the return was eventually delivered, I'd contact CS on one of their social channels and ask to appeal the defect and get a credit of fees (plus orig ship if applicable, if charged separate, because remorse return) but let them know you're OK with the (item cost) refund to buyer.

If the return was never delivered, eBay is supposed to refund out of their pocket and file insurance claim since this was buyer paid remorse.

Ultimately this does not look like it was handled within eBay policy, sounds like buyer got a CS rep to go outside typical process, and it seems the systematic appeal process failed, so you need to get CS involved with human eyes to appeal. Go through the help pages and get a call back if you want, but I think it's easier to message CS on social for this situation.

[gator08041971]

@ten_o_nine 

You can reach them here:

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 open. 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