When can a buyer close the return they filed?

[bigdeals.etc]

I accidentally sent the buyer the wrong item (it happens), and they filed a SNAD return that got auto-accepted.

I messaged the buyer that I'll send them the correct item and they can keep the one they already received if they close the return (worked things out with seller). They accepted. I know I can just send the replacement and call ebay after it arrives to close that return out myself. But it's easier this way if the buyer agrees to close it themselves online (I hate spending time calling ebay about these things).

The buyer told me they can't close it out right now. So they called ebay and they said the buyer had to wait 5 business days before closing it. Is this true or did the CS agent misunderstand and thought the buyer wanted to escalate? Can't the buyer close a case (worked things out with seller) at any time?? I've seen some buyers close (not escalate) their returns/cases minutes after they've filed one.

[mam98031]

That is the first I've ever heard of that.  But things change fast around here, lets find out for sure.

@Anonymous 

tyler@ebay 

brian@ebay 

[coffeebean832]

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@bigdeals.etc wrote:

or did the CS agent misunderstand and thought the buyer wanted to escalate?

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That’s what it sounds like to me- but it’s in the buyer’s best interest to wait and close the case after they receive the correct item.

[bigdeals.etc]

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@coffeebean832 wrote:

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@bigdeals.etc wrote:

or did the CS agent misunderstand and thought the buyer wanted to escalate?

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That’s what it sounds like to me- but it’s in the buyer’s best interest to wait and close the case after they receive the correct item.

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Yes, you're right. I was trying to think of a way to avoid the issue I had with a previous buyer who filed a remorse return that got auto-accepted. That buyer asked for an exchange but filed for a refund. I went ahead and just sent the exchange... during it's transit the buyer actually sent back the original item. The original item arrived to me around the same time my replacement got to the buyer. Ebay recognized the item was returned to me and immediately took it upon themselves to issue the buyer the full refund on my behalf. I had assumed the return would just eventually time-out as long as the buyer didn't escalate. So ultimately the buyer was able to exchange their item AND got it for free.

I guess the difference here is that this new buyer hasn't shipped the original item back to me. I guess I'll just make sure the buyer doesn't do that... so the return won't close out on it's own refunding the buyer.

[Anonymous]

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@bigdeals.etc wrote:

I accidentally sent the buyer the wrong item (it happens), and they filed a SNAD return that got auto-accepted.

I messaged the buyer that I'll send them the correct item and they can keep the one they already received if they close the return (worked things out with seller). They accepted. I know I can just send the replacement and call ebay after it arrives to close that return out myself. But it's easier this way if the buyer agrees to close it themselves online (I hate spending time calling ebay about these things).

The buyer told me they can't close it out right now. So they called ebay and they said the buyer had to wait 5 business days before closing it. Is this true or did the CS agent misunderstand and thought the buyer wanted to escalate? Can't the buyer close a case (worked things out with seller) at any time?? I've seen some buyers close (not escalate) their returns/cases minutes after they've filed one.

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Hi @bigdeals.etc, I think there may have been some confusion in this situation. I've confirmed that all of your recent requests have the option for the buyer to close the request, and this should always be available regardless of what else is going on in the request. This is a blue hyperlink in the lower right hand corner of the return.

[creoleorchid]

If I were the buyer, I would not close the return until I got the replacement. Then I would gladly close it. Isn't there a box to tick on the return that the buyer would like a replacement? Maybe too late now.

[bigdeals.etc]

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@Anonymous wrote:

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@bigdeals.etc wrote:

I accidentally sent the buyer the wrong item (it happens), and they filed a SNAD return that got auto-accepted.

I messaged the buyer that I'll send them the correct item and they can keep the one they already received if they close the return (worked things out with seller). They accepted. I know I can just send the replacement and call ebay after it arrives to close that return out myself. But it's easier this way if the buyer agrees to close it themselves online (I hate spending time calling ebay about these things).

The buyer told me they can't close it out right now. So they called ebay and they said the buyer had to wait 5 business days before closing it. Is this true or did the CS agent misunderstand and thought the buyer wanted to escalate? Can't the buyer close a case (worked things out with seller) at any time?? I've seen some buyers close (not escalate) their returns/cases minutes after they've filed one.

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Hi @bigdeals.etc, I think there may have been some confusion in this situation. I've confirmed that all of your recent requests have the option for the buyer to close the request, and this should always be available regardless of what else is going on in the request. This is a blue hyperlink in the lower right hand corner of the return.

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That's what I suspected. Thanks for confirming.

@creoleorchid  Yea you can, but that's when you initially file. Once you initially file for a refund/exchange, you are unable as a buyer to change it to the other. Sellers can change exchanges to refunds though but not the other way around.

[tracdea1]

Ebay isn't going to close the return in your favor based on a promise, you have to actually resolve the case first. And you certainly don't expect that the buyer is just going to 'believe" that you will send the correct item AFTER they've closed the return, do you?

Then come here and post about the numerous errors you're making in handling this case....