Two questions: why are returns that are closed not really closed and are they affecting search resul

[baantiques]

I had two return requests in the last month and a half, both saying the item was not as described.  I agreed to take them both back and pay the return shipping.   Both buyers agreed to return their item.  

Neither one has.  The first one was initiated August 8, the other August 18.  The thing is, both are still visible in my Seller Hub as open returns in both the Tasks (Respond to return requests --- 2) and Orders (All open returns/replacements --- 2) tabs.  Click on either link, and it brings up both cases.  One says waiting for buyer to return item, the other says return closed.  But it's NOT closed.  IT only shows up when I set the menu tab at the top to "open returns/replacement".  I can open it, and when I click on details, the little progress bar is stuck on "Return Initiated".  

I tried calling customer service, and I couldn't seem to get my point across to the person on the phone, so as usual, nothing was resolved.

Anyone have an idea why this is happening?  Returns should be closed automoatically after 30 days, correct?

But my other more important question is, is the search engine tanking my results because I have two open returns where the buyer claimed the item was not as described?  That was the question I really wanted to ask the customer service rep, but I couldn't make them understand the situation.  My sales are way down 50%+ since August 9th or so, which is coincidentally when the first return was requested.  I'm hoping for some answers, as the customer service line is about as helpful as eating a handful of dog poo.

[duncanvr]

You have been scammed twice for free items. Did you send the original two items with tracking? If yes ring eBay again tell them there are open returns on two items which were delivered to buyers and have not been returned. Show them POD of original shipment and the communication with the buyers. I know you have already attempted to call eBay but sometimes you have to call them two or three times to get a rep who understands the problem. They should close both these in your favour and give you your money back for the items since they were never returned to you. On slow sales it has hit many sellers, try a 15% markdown sale I just did one and sold $400 worth overnight. You can also try promoted items you have to pay more to be seen in the results these days. There are so many sellers they can't all be appearing at the front of search results. So if you try promoted listings tick a higher ad rate at least trending. Between that and the 15% off sale your items should be moved in the search results to a better position. Let us know how you go with calling eBay again and if my other suggestions help your sales

[tarpedge]

A return automatically closes 30 business days after it started, which is approximately a calendar month and a half.

You can have it closed sooner if you call the next day after 5 business days and return tracking did not scan.

[pjcdn2005]

How was the seller scammed? The seller didn't say that they have already refunded the buyers.

[duncanvr]

Seller says he had to pay the return shipping for both so hes been scammed there since neither returned the items. I bet they were both refunded to can the OP please state if both were refunded

[tarpedge]

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@duncanvr wrote:

Seller says he had to pay the return shipping for both so hes been scammed there since neither returned the items.

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@duncanvr, does the seller pay for return shipping if the items are never returned?

[missjen831]

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@duncanvr wrote:

Seller says he had to pay the return shipping for both so hes been scammed there since neither returned the items. I bet they were both refunded to can the OP please state if both were refunded

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@duncanvr  Return shipping is paid for in the form a prepaid label and eBay does not charge the seller if the labels weren't used so how do you figure the seller was scammed and is out money here? His OP is very clear did you not read it? No refund has been issued and no item returned

[baantiques]

I have not given a refund on either and as far as I can tell, have not been charged for a shipping label.

Returns are supposed to close automatically after 30 days, but one is still open.   It says it's closed, but it's listed under open returns, so it's open. The other will be at 30 days old this coming Monday (Sept 18), and should also close automatically.

As far as sales, I tried a 20% off sale that did nothing.  Also listing new items every day, which usually works, has done nothing.  I had a bunch of listings that were getting up there in age, so I ended them thinking they were dragging me down - no effect there either.  Promoted listings won't work for me as 99% of my items are not in categories where it's available.  Not sure what else to try.

[baantiques]

I went back to the 30+ day old return and found the button to ask Ebay to step in.  Did that, requesting they close it, and it turned it from a return into a dispute.  Not sure what the resolution will be.

[tarpedge]

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@baantiques wrote:

I went back to the 30+ day old return and found the button to ask Ebay to step in.

Did that, requesting they close it, and it turned it from a return into a [case].

Not sure what the resolution will be.

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Oops.

Likely, eBay will remind your buyer to return the item, and extend the deadline, then repeat several more times.

Or eBay will refund your buyer from your pocket without requiring the return, plus award you a defect.

[tunicaslot]

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@baantiques wrote:

I went back to the 30+ day old return and found the button to ask Ebay to step in.  Did that, requesting they close it, and it turned it from a return into a dispute.  Not sure what the resolution will be.

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Your best bet is to call and again talk to a representative - they can close the returns immediately as long as it's past the return date Ebay issued to the buyer as you have never received the items back. 

[labs118]

When I get a return request and buyer doesn't return within the 5 days I call & it shows as a case just as you have posted but eBay closes the case in the sellers favor within a short time since the buyer never returned the item . 

At least that is what happens to me . It does show as a case 

[labs118]

Here is what I get below on my eBay messages when I call they open a case , you should then get the below message in a short time 

We reviewed this case and have closed it without any refund to the buyer.
The case will not affect your seller performance. Any feedback left for this transaction will be removed.
The buyer did not return the item to you within the required timeframe.
See case details

[baantiques]

Thank you for all the replies.  Good discussion, lots of good info.

Customer service closed that first case within about 30 minutes - no defect or anything on my record, just a closed case.

Today is 30 days since the second one was initiated, so I'm going to submit that one later today.  That one is an interesting one - the buyer bought the wrong part for his pickup, then claimed it was not as described when it didn't fit.  No big deal, I would have take the return regardless.  But then he demanded I refund him before he sent the return. I never responded to that demand - I figured I'd just him sit there and be adamant about not returning the part until the 30 days passed and let the case close automatically.  He left a negative but never actually tried to extort me using feedback as leverage. I did report him via the Ebay system but we all know how much good that does.

I blacklisted him, but not before he tried to buy another similar part from me - one that wasn't going to fit his pickup either.  He won't be bothering me anymore, though. 

It would be nice if Ebay would close that case and remove the feedback, but not critical.  I figure I'm going to end up dealing with my share of crazies one way or another.

[tarpedge]

That feedback will be automatically removed if you call eBay and have the second case closed in your favor because the return was not mailed within 5 business days.