Why do some of my returns require me to 'respond' while others don't?

[gurlcat]

I get so few returns that I don't have to think about it very often, but I've had notifications of TWO in the past 24 hours, so yippie!   But they also prompt me to ask about something I've always wondered, because they are a good example of it.  The first one is basically just telling me a return has been started, and its' status is 'waiting for the buyer to ship item.'   I would say the majority of my returns are like that, and it's fine with me because I don't have to fuss with them saying their printer isn't working or anything else that is not my problem.   But some portion are not like that; they require me to  respond to the 'request' to return, with 4 responses I can choose from (see pic), and a deadline to do so.   What I can't figure out is why this is sometimes the case.  The most obvious thing I can think of would be the buyer's reason for returning, but I have free shipping, technically no reason needed to return, since I am committed not to refuse for any reason.  Still the buyer still has to pick a reason from the pull-down menu.   
But here's where these 2 current ones make it extra baffling.  The first one, the automatically approved one that gave the buyer a label, was a 'Just didn't like it' reason, and the second one, prompting me to respond, was an 'Arrived Damaged'.   That strikes me as backwards even if I could pick and choose which reasons I think are 'good enough,' because AD is essentially the same as an INAD/SNAD, thus overriding even a 'no returns' policy.  So why isn't THAT one automatically approved?  
From there my only guess would be that prompting a response gives the seller an opportunity to settle with the buyer in some satisfactory way, rather than pay for a shipping label to get a broken (maybe unsellable) item back. But what's wrong with that theory is, I could do the same thing with the 'didn't like it' one, just refund them the money and let them keep the item, as long as I did it before they got the package shipped (the seller is not charged for an Ebay return label unless/until it gets an Acceptance scan).  
So what actually causes this difference in return case rights/responsibilities, for the seller?  

[chapeau-noir]

If it's a NAD I'm required to reply or do something (or look at it).  If it's a remorse return, it just goes through. That is how it has worked out for me.

[gurlcat]

But is there any logical reason why it's set up that way?  

[arisdisc]

OP is correct. There 'used' to be an option to respond on all returns.

I just had a rotten return experience last week. I sent the wrong LP to a buyer (right artist - wrong title) and buyer was fine and understanding - everyone makes mistakes.

But he had already opened a return and dropped the wrong LP at the Post office before I even read his first message telling me about the error.

For starters, I would much have rather emailed him a MEDIA MAIL return label (my cost: $3.85) but, of course, instead he used EBAY's label (Priority: $13.50) before I even knew about the return. To make matters worse, there was NO option when I tried to close the case (after sending him the correct item) to just CLOSE THE CASE - EVERYONE IS HAPPY.
None of the options (similar to the OP''s photo above) came even CLOSE to my problem. Took me days to resolve the issue.

The return process in here is completely broken and needs some INPUT from REAL sellers here in Ebay and not put together by some hourly wage employee guessing on what should be included.

[chapeau-noir]

---

@gurlcat wrote:

But is there any logical reason why it's set up that way?  

---

The logic I see is that the remorse returns are simple returns - no harm/no foul. The NAD returns actually affect a seller's account (I'll get dinged for this one I'm waiting on, even though, in fact, it was remorse) so although the return was automatically accepted (I have everything automated), I was notified of the NAD nonetheless because of this.   I'll deal with what I feel is a false SNAD when I get the item back.  It makes no difference, ebay doesn't adjudicate, but I might get my return shipping back.

[wastingtime101]

---

@gurlcat wrote:

But is there any logical reason why it's set up that way?  

---

Because with a SNAD it gives the seller and buyer more options to work something out without forcing a return of the product for the buyer to get a refund. For example, damaged in shipping and seller refunds without requiring a return because the buyer needs to hand the item over to the post office for the insurance claim. Or something not as described that the buyer can fix, so a partial refund will do. That kind of thing.

A remorse return is an easier situation. Buyer wants to return it, seller accepts returns, what's there to discuss or work out?

[gurlcat]

The notification system in these Community forums mysteriously fails sometimes, with this thread being a prime example; I was notified of the first reply from Chapeau-Noir, but none after that unfortunately.  I don't know if you'll see this very delayed reply but I hope so, because your story with the LP is interesting in a couple of different ways.  
First, although you say your situation was similar to mine, it actually wasn't.  Your buyer received an INAD item (item not as described) because it was the wrong item.  Then, if I understand correctly, they filed a return (presumably they chose the INAD reason) and they were automatically approved to return the album.  That is the opposite of what I've seen, where an INAD doesn't get approved until I accept it by choosing one of those menu items.  Ha, I'm not calling you a liar, just very confused.  The only guess I have is when you say you didn't see the buyer's email until they had already started a return, maybe you are talking about a matter of days (not just hours) lapsing, without you checking your messages.  If they wrote to you and felt you didn't reply soon enough, then they requested the return, and you didn't see the message from Ebay asking you to decide how to respond, and THAT request would have come with a deadline (48 hours I believe) to respond, but you didn't, so THEN the return was automatically approved by Ebay.  
I'm also confused by your description of the return shipping tier, and also don't disbelieve you, because I made a post just a couple days after this one, trying to find out why Ebay-issued return labels sometimes do not match the tier that I used, or even match the USPS requirements for weight, etc.  The situation I had then was the opposite of yours; Ebay UNDER-provided the needed tier level, by issuing the buyer a First Class label, when the item required Priority.  I got several replies to that thread, but none that adequately explained the reality of how Ebay software determines a return label.  One person indicated there had been a policy change in this regard, but that it wasn't updated in the Help pages.  Out of all the things one could complain about with Ebay, I have to say the difficulty of finding up-to-date answers to questions like this are the #1 problem. 
Here's one thing I think I CAN help you with. --When you said your menu options for responding were similar, but (importantly) not identical, to the ones I showed, that's because you were seeing a response menu for a completely different stage of the process.  Mine was presented for me to choose IF/HOW to respond to a buyer requesting a return.  Yours was presented after they had (somehow) got a return approved already, and the item was already in transit back to you.  Honestly I don't even know why Ebay gives you a "choice" of how to respond at that point, because there really aren't any, not meaningful choices anyway.  But I'm just clarifying why the menu you saw wasn't exactly like the one I posted.
And lastly, when you say it took days to resolve your issue with the LP, how did that go?  Did Ebay waive the charge for that ridiculous Priority label they chose on your behalf?  

[zamo-zuan]

It seems much of it is just more of eBay's "simplification" of every aspect of the returns processes. 

Although one situation this is problematic is in our case, where we offer Free Returns. Of course sellers are allowed their remorse return and we'll pay the difference, but without that initial communication before we send the label, we're less protected if the item was used/damaged/etc.

In response to the INAD returns being automatically approved, it seems like this happens in situations where the buyers call in and/or open a case. We've had recent situations  where over a weekend (or overnight in the AM hours) a buyer spams a few messages and is "upset" about no reply, and then it'll be showing up as approved and eBay sent a label, BEFORE the time frame for us to respond has surpassed. It's honestly pretty annoying that, in this cases, the returns are no longer being handled according to normal policies. Because we absolutely hate it when eBay sends their (overpriced) labels. They also don't take in to consideration if, for example, a buyer is returning only 1 item out of a 5 piece kit. They send a huge box for a tiny item....

In regards to how eBay determines the label, I haven't checked this in about a year so it may or may not have changed, but when we researched this it seems they basically go on weight. But most of our items are flat rate priority (and not ground), so it makes absolutely no sense to go by weight!  And they CONSTANTLY overcharge us when it's their labels. Often times nearly double the price of a flat rate label...

[eunster1313]

@gurlcat 

Give this a good read.

Returns

https://pages.ebay.com/seller-center/service-and-payments/returns.html#returns-calculator 

[fern*wood]

You can set your return preferences to require an RMA number.  That way you will be given time to just refund on remorse returns instead of paying for the return label if you so desire.   Also, I print all my labels through ebay and have never been charged more for return shipping than my initial shipping cost.

[iamalwaysright]

It's kind of random for me too. I get a lot of returns and have automatic free returns. But some of them aren't automatically accepted and I don't know why. At first I thought it was because those returns are past the 30 day MBG window. But I get some SNADs and even some remorse returns that require me to act and accept.

Totally weird. I think the automated returns is just a bit broken. I asked ebay about this a long time ago and they gave me a lame reason that didn't make sense.

[lacemaker3]

---

@gurlcat wrote:

...The most obvious thing I can think of would be the buyer's reason for returning, but I have free shipping, technically no reason needed to return, since I am committed not to refuse for any reason. ... 

... The first one, the automatically approved one that gave the buyer a label, was a 'Just didn't like it' reason, and the second one, prompting me to respond, was an 'Arrived Damaged'.   ...
...

So what actually causes this difference in return case rights/responsibilities, for the seller?  
...

---

@gurlcat 

I think it's because, in the first case (buyer's remorse) there is reportedly nothing wrong with the item, so presumably, because you accept returns, you would want to get the item back so you could resell it after you refund.

However, in the second case (arrived damaged), the item has been reported to be damaged, so they are giving you the chance to choose whether you want to pay for shipping a damaged item back, or if you would rather just just give the refund and save the cost of the return shipping.

[katzrul15]

@gurlcat 

I always thought it had to do with "who" pays for the return shipping as to how as a Seller you are asked to engage relative to a return.

A Seller owes for the return shipping if they offer Free returns, if the item arrived damaged/went missing or is considered a SNAD (doesn't match the listing description) - on the SNAD it could just be "'alleged" as the Buyer is always right and they never take the Seller's side on a SNAD that we have experienced - they take the Buyer's word. 

Based on your post, it appears that may have changed?

[gurlcat]

---

@eunster1313 wrote:

@gurlcat 

Give this a good read.

Returns

https://pages.ebay.com/seller-center/service-and-payments/returns.html#returns-calculator 

---

Why did you think I should read that?  Is it incongruent with anything I said, or do you think it answers some question I asked?  I don't see anything on that page I didn't already know. 

[gurlcat]

What is RMA number???