I don't understand the return process.
I had a buyer open a fraudulent return claiming the item he bought was "fake". I assured him it wasn't and told him to return it for a refund if he was unhappy as I offer free returns for any reason (I provided him the serial numbers and let him know the same item would need to be returned).
He was provided a return label on January 15th and eBay gave him until February 8th (seriously, 3 weeks?!?) to send it back.
It's now February 11th and I see this screen in my return details:
The item should have already been delivered? And a green checkmark for "delivered"?
Obviously the tracking shows he never sent it back, and his account is now NARU (I'm assuming he was banned).
I called customer service yesterday because I was fed up that the 8th had passed (original date he had to send it back) and was told I had to wait until the 14th for the case to time out...
I'm worried though that the above screenshot shows that the item was delivered (even though tracking doesn't) and that I have until today to refund and that if I just wait for this to time out it might glitch and refund the buyer and give me a strike for not resolving the matter.
Regardless, why isn't their an option to escalate it for the reason "Buyer did not return the item". And why does the case suggest, let alone claim, that the item was delivered?
What a joke.
When I called in on 2/11 (remember that the buyer opened this return on 1/15) I was told that I had to wait until 2/14 (yesterday) and the return would close out.
It's 2/15 and the return is still open. The buyer did not send any items back. The prepaid label he was sent was never used (it's still awaiting an USPS acceptance scan) and has account has been banned (NARU).
To make it worse this is what I see in my dashboard for this return:
Do you see anything out of the ordinary? Maybe that it says under status "return delivered"? How does that happen?
And when I go to look at the details further I see this:
I can't even look at the return details now. My only options are to A) Issue a refund B) Contact the buyer (he's NARU) C) Report the buyer (I already did when he opened up this fraudulent return)
I have no idea how this could show a status of "delivered" and I imagine that has to be a glitch with eBay. He never sent anything back. He did not use the prepaid return label (last time I was able to look at the case details was around 2/13-2/14 and there was no acceptance scan) and he did not upload information pertaining to another return label.
It has now been over a months since the buyer opened the return and at least a week since he has been NARU.
I love how buyers have MBG but as sellers we can't even get a guarantee that there is transparency in how returns will be handled and that the process will work as we were told
@bangordiscount wrote:I don't understand the return process.
I had a buyer open a fraudulent return claiming the item he bought was "fake". I assured him it wasn't and told him to return it for a refund if he was unhappy as I offer free returns for any reason (I provided him the serial numbers and let him know the same item would need to be returned).
He was provided a return label on January 15th and eBay gave him until February 8th (seriously, 3 weeks?!?) to send it back.
It's now February 11th and I see this screen in my return details:
The item should have already been delivered? And a green checkmark for "delivered"?
Obviously the tracking shows he never sent it back, and his account is now NARU (I'm assuming he was banned).
I called customer service yesterday because I was fed up that the 8th had passed (original date he had to send it back) and was told I had to wait until the 14th for the case to time out...
I'm worried though that the above screenshot shows that the item was delivered (even though tracking doesn't) and that I have until today to refund and that if I just wait for this to time out it might glitch and refund the buyer and give me a strike for not resolving the matter.
Regardless, why isn't their an option to escalate it for the reason "Buyer did not return the item". And why does the case suggest, let alone claim, that the item was delivered?
I don't believe the buyer pulled the "return the item to different address in same zipcode" scam. If a buyer uses their own shipping label aren't they required to update the tracking information into the return details?Wouldn't I then at that point be able to see what they used for a shipping label/service?
The last time I was able to access the return details the only return shipping information present was for the prepaid label that eBay provided on my behalf as I'm opted into free returns
Furthermore, I believe this is just bad programming/glitch because I was told I had until 02/11 to refund the buyer. It's now 2/15---if eBay's programming believed I had received the return (based off what information?) wouldn't they have closed the case and forced a refund from me by now?
It doesn't make any sense
@ittybitnot wrote:@bangordiscount
Thank you so much for the update. This whole thing is rather disturbing. especially that graphic showing "delivered". It looks to me like some sort of "trick". I also wonder how a refund to a NARU'd user would be accomplished anyway if you actually applied that option in error. Hopefully, the big blue SEND MESSAGE button on Facebook will help you with this situation. At least those people can process refunds and close cases.
Let us know how that turns out.
Not great. I am attaching screenshots of my conversation with the eBay for Business on Facebook rep. Basically his explanation was that their is a "weird quirk" that prevents a return from being manually closed if the BUYER is not eligible for buyer protection (MBG). [Read that again, it makes no sense]
So I was told it would close---but I needed to wait (no timeframe given). It's been open for over a month (1/15-2/16 thus far).
Screenshots below:
