eBay automatically refunded buyer although I have generated return label and is awaiting item

[clickycatdeals]

Hi,

On Nov 27th this buyer bought a brand new iMac 2024 from me. The item was delivered to him and a few days later, he opened a case saying that the item was defective. (No idea how a brand-new iMac can be faulty). Then I accepted the return and provided him with the label. Today, eBay stepped in and issued a full refund to the buyer without me confirming that I received an item first. Here is the screenshot of the case. What did I do wrong here? How can I claim this is a false return?

[wastingtime101]

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@robbie31415 wrote:

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@wastingtime101 wrote:

Best guess:

Buyer contacted eBay to say they used their own return label and gave eBay a tracking number. And it was a scammer with a fake tracking number.

Send a DM to one of eBay's social CS teams: ebay on facebook, ebayforsellers on insta, askebay on X

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Agreed.

I know this scam, but I'm curious on how eBay can help, and what they will do.

Will eBay give you the tracking number? So you can get a statement from the carrier?

When they alter the sellers label, it's easier to get evidence, but in this case, the system doesn't show the seller the tracking.

I haven't had this happen to me, but this information would be very helpful to combat it if I ever ran into it.

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There's one possibility other than fake tracking that comes to mind, but I'm not going to advertise it for scammers. For now, let's assume fake tracking (which, by the way, is a terrible name since the tracking number is real - not sure why people here started calling it fake - fraudulent tracking is more accurate).

One of the challenges here is the seller already filed the appeal. What I would do in this seller's shoes is immediately get in contact with eBay CS. Find out the exact reason they closed the case. If it turns out it's because the buyer provided fraudulent tracking information, I would ask CS to put the appeal decision on hold for a few days so I could get the necessary documentation from the carrier to support my appeal. This is time sensitive @clickycatdeals , please heed this advice.

Come back to let us know what CS says about the reason this was escalated and found against you. We will provide further assistance as needed, depending on the reason.

[wastingtime101]

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@albertabrightalberta wrote:

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@clickycatdeals wrote:

I accepted the return within the time limit and provided the buyer with the return label. 

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But did you? Am I mistaken here? When a buyer opens a case, doesn't the seller have just 3 days to respond? According to @clickycatdeals 's screenshot, the return was requested on day 4. Is it possible that that's why the buyer got the refund without a return? 

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To my knowledge, that does not matter as long as seller accepted the return and provided label before buyer asked eBay to step in. Plus, the seller did respond right away with a message.

(Hey @iamalwaysright - perhaps we cannot see the ability to send messages on our returns because we only checked returns that were already approved, and not ones awaiting response? And is there a difference between remorse/SNAD with message ability? See OP's screenshots. I have to go back and look at both of our previous screenshots to see what exactly we checked. Let's take it to another thread if you want to evaluate further and not derail this seller's problem with a side discussion.)

[clickycatdeals]

Update:

I have contacted customer service on X, Facebook and on Ebay. Let's hope I can appeal this because otherwise, this could be a very serious issue for every seller here. Let's assume 1,000 people buy a $2000 Macbook. Then, claim the item as defective and return it with a fake tracking number. That's a $2,000,000 loophole already.

[robbie31415]

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@albertabrightalberta wrote:

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@clickycatdeals wrote:

I accepted the return within the time limit and provided the buyer with the return label. 

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But did you? 

Am I mistaken here? When a buyer opens a case, doesn't the seller have just 3 days to respond? According to @clickycatdeals 's screenshot, the return was accepted on day 4. Is it possible that that's why the buyer got the refund without a return? 

But then, I can't explain the second "case opened" and closed on December 7.

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That part shouldn't matter.

If the history showed eBay stepped in before they approved it then you would be on the right path.

However, eBay wouldn't use that as an excuse to step in after it was approved and pending return.

[robbie31415]

The premature appeal without evidence does complicated things. Especially with reason they can see it was based on delivered tracking.

This is a note to sellers: don't rush to file an appeal.

Collect evidence first. Find out what happened.

@wastingtime101yeah there are a few other things that could happen but pretty sure this is what happened.

Hopefully they can provide insight from social media support.

[mam98031]

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@robbie31415 wrote:

It's really not unclear. Buyer opened a request. Seller issued a label. Buyer sent something back without using sellers label. Buyer contacted CS with delivered tracking asking eBay to step in. When eBay steps in, the original return request is closed. A new case is opened. Since they have delivered tracking, they instantly resolve it, closing case and issuing a refund to buyer.

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It is an assumption that the buyer sent something back via a different method than using the seller's return label.  We don't know that to be fact.  In post #2 @wastingtime101 suggested that might be what happened.  It's a good guess, but a guess nonetheless.

"When eBay steps in, the original return request is closed. A new case is opened. "  What kind of "new case"?  What is it called?  Do you have a link to the policy that describes this process?  I'm honestly not aware of the second type of case a buyer can have filed.

[wastingtime101]

General info on Return Request vs Case:

- Buyer initially files a return.

- When eBay is asked to step in, that return is technically closed as it is escalated to case status and a case is opened.

- When escalated it's moved from the seller's returns page to the seller's requests & disputes page because the status has changed to a case.

TLDR; Any time eBay is asked to step in on a return, it changes the status from a request to a case and the info is moved to a different page in Seller Hub. The return ID number is replaced with a case ID number, but they are both linked.

[mam98031]

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@wastingtime101 wrote:

General info on Case vs Return Request:

- Buyer initially files a return.

- When eBay is asked to step in, that return is escalated to case status.

- When escalated, it has the same reference number, has the same history, but it's moved from the seller's returns page to the seller's requests & disputes page because the status has changed to a case.

TLDR; any time eBay is asked to step in, it changes the status from a request to a case and the info is moved to a different page in Seller Hub. Same reference number and history is retained.

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Thank you.  Which shows how much word choices are important.  I knew what you explained above but buried it.  I am at fault for calling requests a claim or case.  I need to be more careful with that.  Thank you again.

[robbie31415]

Yes, it's assumption that the buyer sent something back, but your whole 'this is confusing', is non sense.

They gave a picture of the history details, which is clear.

Return request opened,

Return request accepted, label provided.

Case escalated, case, resolved, (same day)

When a request is escalated to a case, the original request is closed. @wastingtime101 pretty much explained it well.

eBay typically ONLY does this when a buyer contacts CS with an different tracking number. If the CS can verify 'Delivered' tracking to the zip code, then it's resolved instantly.

There are some other situations (Hazmat return, and others not mentioning), that may have happened, but ultimately the exact one they did doesn't matter.

Based on the history, how eBay handled the situation, and the type of item, I'm fairly confident of what happened. 

This is a situation, that needs adjustment by eBay. eBay needs to not instantly resolve if the buyer sends alternate tracking. They need to change the status of the request (without escalating) to 'Delivered', which prompts the system to start the timer for the 2 day refund.

[mam98031]

@wastingtime101 explained it very well in a post just a couple up thread.  And without being insulting.  

[robbie31415]

You’re free to interpret my words as 'insulting' if you choose.

However, your post does little more than create unnecessary confusion where none existed.

It’s clear that until they contact customer service and get a specific reason, everything else is just speculation. This has already been made obvious by the numerous posts advising them to reach out to CS.

They even provided a screenshot of their history, which makes your claims of 'confusion' somewhat baffling to me.

As someone labeled an eBay 'mentor,' I would have expected more clarity and precision from you.

[yo0339]

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@ildilis0_5 wrote:

Inseri o código de rastreamento errado. O vendedor já recebeu o item e não o reembolsou. Preciso de ajuda sobre como inserir o código correto. 

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What you'll do @ildilis0_5 is wait at least 2 business days past the tracked return delivery -- the OP's buyer bided a week including the delivery and the 2 business days -- then start a chat with eBay or leave a private message here.

Give eBay your return tracking number which was already delivered over 2 business days ago, then ask eBay to step in and immediately issue your refund. Hope this helps, as your seller has not voluntarily issued your refund.

[kensgiftshop]

I've seen a few cases where buyer says that USPS claims the item is to dangerous to ship back and they contact CS and get refunded without returning anything.

[kensgiftshop]

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@gurlcat wrote:

OH!  One more thing -Even if the buyer used a fake tracking number and its' delivery scan occurred long enough ago to force the refund (48 hours prior, right?) .... then wouldn't the OP have received a message the day it was supposedly delivered, prompting them to issue the refund?  -I always do. 

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I had a return a few years ago, went to the mail box and within the couple minutes it took me to get back inside, got an email from Ebay saying they see the return was delivered and the refund was issued.

I did receive an email later letting me know the return had been delivered.

[shado-x]

But then, I can't explain the second "case opened" and closed on December 7.

eBay allows buyers too much time to return items after a label is generated.  In the 2010s was 5 days; after Covid , buyers were (and still are) given a month........25 days too much since there is no pandemic now.  Gotta go back to 5 days.