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.
