When a Buyer does not timely return?

[memphiskansasgirl123]

I had a buyer who opened a false return stating an item was defective.   eBay automatically  approved the return and informed the buyer they had until April 9th to mail back the item.  I have yet to receive the item and see no tracking upload it.     

Do I have to wait 30 days to close this return because there is no customer support?  

[fashunu4eeuh]

No, you don’t have to wait. You can contact eBay to request they close the return in your favor. To reach customer service, you can try 3 avenues—eBay’s Facebook page, their Twitter account, or connect via the Help & Contact links on most eBay pages where you can email them.  Sometimes buyers will request an extension, but if there is no indication of such inside the case, then it can be closed. This also blocks them from leaving feedback. 

[azaz_8302]

Starting April 1, 2020, we will no longer close returns early at the request of a seller when the buyer has not shipped the item back. Instead, we will wait [the entire 21 business days] to ensure buyers have sufficient time to provide proof items they requested to return were shipped back.

https://pages.ebay.com/seller-center/seller-updates/2020-spring/index.html

[bar-29368]

Which most likely doesn't affect a return already started before that date.

[azaz_8302]

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@bar-29368 wrote:
Which most likely doesn't affect a return already started before that date.

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Doesn't OP's "eBay automatically approved the return" mean that counting 5 business days back from OP's "they had until April 9th to mail back the item" place your "return already started" squarely in April?

[bar-29368]

Well it's possible also that it falls into the new COVID return flow where the buyer now has 30 days to even get it in the mail

[azaz_8302]

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@bar-29368 wrote:
Well it's possible also that it falls into the new COVID return flow where the buyer now has 30 days to even get it in the mail

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Doesn't fit that narrative either, unfortunately, as counting 21 business days back from April 9th positions the start of return well before March 25, 2020 when the C-19 extensions began.