ebay Return flow

[myjunqueyourtreasure]

Why is the seller not given the option to close the case?

Had a return request auto approved by ebay on 3/19.

Nothing else has happened since.

Return shows this - We've asked the buyer to ship the item back by Mar 26. Wait until you get the item back before issuing a refund.You should wait until you get the item back before you refund the buyer. Please ensure that you issue the refund within 2 business days of the item being delivered. If the buyer doesn't send the item back by Mar 26 we may close this return.

It's now April 6th - well past the return by date and yet the only options I am given are to Issue Refund, Contact the buyer or Report this buyer.

What is so HARD about giving the seller an option to CLOSE the %$#@ return?

Yes, I KNOW I can call ebay but I shouldn't have to. It's pretty obvious the buyer has no intention of shipping the item back.

[myjunqueyourtreasure]

ebay itself says the buyer has until March 26th to return the item. So why, is it still open after another 10 days? Surely that's enough time for the buyer to return?

Even IF they a. didn't use the ebay supplied label or b. the ebay label wasn't scanned as being used or c. they sent it on the LAST day of their 5 days to return...10 days past the due return date is WAY long enough.

[myjunqueyourtreasure]

I'm just ticked off that ebay expects sellers to follow stated policy time frames yet doesn't require it from buyers.

[bigdeals.etc]

I'm not referring to the 5 business day auto-close, because I do agree that some sellers want to give some buyers a longer window. Sometimes I get a message from a buyer saying they'll ship it on the 7th day due to something. That's why I don't want an auto-close.

But in regards to what the OP says, I totally agree with you. Give the seller the ability and choice to close it out themselves online without having to call in after the 5th bus day. I've complained to eBay about this many times. About 25% of my returns don't ship them back. So it's a pain to call. Here is what ebay CS has to say about my complaint. They gave vague reasons saying the buyer could this or could've that, or gotten extensions. My argument to them is that eBay sends me notifications when a buyer gets an extension. And EVERY call I made to close was always closed out... they never told me I wasn't able to close because the buyer had extended. Basically eBay CS lied.

Here's why I really think they don't have that button. Because they don't want to make it easy for the seller to get their way (even if it's deserved) and make the buyer potentially unhappy. They want to make the seller work for it and hope some sellers are too lazy and thus give buyers a much longer return window. Obviously they are in the buyer's side here. Just like those mail-in rebate processing centers. Make you jump thru all these hoops to get that rebate. They are hoping you will give up so they will keep your money.

There was one CS who noticed I make a lot of calls to close out returns, and told me to just send an email to them and they'll close the return out within 24 hrs. I forgot what the email address was and didn't like the idea of the return still being open for an additional 24 hrs after I email.

[bigdeals.etc]

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@goodluckselling wrote:

You should have an option to escalate the request?  All request close out once they become a case and that happens when a request is escalated.

Based on the time lines you shared it will close out without a refund to the buyer and also in your favor.

You can escalate a request in a few different ways

• From the request details page should be a link
• Calling in will also escalate into a case
• Letting the request time out

All will results will have the same outcome based on the info you shared.

Good Luck Selling!

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I beg to differ in some of these statements. From what I know in my returns, there is no link in the return details page. There is only a button to refund the buyer. The "ask us to step in" link pops up only after the return scan shows as delivered.

And letting the request time out will not have the same outcome as closing in your favor. You are protected by any feedback if you close in your favor. When it times out, the buyer is free to leave any feedback they please.

[myjunqueyourtreasure]

Good point

[hillbillymedia]

I`m not mad goodluck, I haven`t had a return req. in almost a year, knock wood. If 21 days is the auto cut off where is it posted? Why do so many sellers have to come to these boards to learn how things really work?

Ebay labeled this return process "simplified returns" and used words like "streamlined" to describe the new process. Is it simple for sellers who want to call in and get these closed? Is it cost effective for ebay or the seller? Is waiting for a request to auto close considered streamlined by sellers?

I don`t think these are unfair questions. I also think if the majority of ebay sellers were polled they`d say 21 days is excessive to have a "request" left open. I would also bet, if polled, that most sellers don`t want to have to call in to get these closed.

I watched a popular fast food place be built here in less than 21 days LOL.

[gracieallen01]

When ebay uses phrases and/or words like 'simplified returns' or 'streamlined', unlike most people, they aren't being used a selling point - it is already a done-deal.  It is their 'seal of approval' and an acceptance point.

[goodluckselling]

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@hillbillymedia wrote:

I`m not mad goodluck, I haven`t had a return req. in almost a year, knock wood. If 21 days is the auto cut off where is it posted? Why do so many sellers have to come to these boards to learn how things really work?

Ebay labeled this return process "simplified returns" and used words like "streamlined" to describe the new process. Is it simple for sellers who want to call in and get these closed? Is it cost effective for ebay or the seller? Is waiting for a request to auto close considered streamlined by sellers?

I don`t think these are unfair questions. I also think if the majority of ebay sellers were polled they`d say 21 days is excessive to have a "request" left open. I would also bet, if polled, that most sellers don`t want to have to call in to get these closed.

I watched a popular fast food place be built here in less than 21 days LOL.

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Yea I rarely get returns as well.   I am not sure where it is posted but I have read it somewhere either in policy pages or maybe the seller center help pages?

Many sellers as you know do not follow many changes (buyer feedback has to be positive, FVF on shipping, etc).

Simplified and streamlined means you the seller do not have to do much work once a buyer open a return request.  eBay will auto issue a return label without your involvement.  You also can create a setting to just auto refund under certain circumstances.

Calling in to have a return request closed for non response from a buyer takes about 2 minutes once you get an agent.  They check the details page for the return request and verifies no acceptance scan and then close it out for you.

I think you are putting to much stress on the entire process?  You can either take manual action after 5 business days or not.  As I said sometimes I do and sometimes I do not.  I have called, escalated, and just let them time out before and the same in sellers favor outcome happens when a buyer is past their time frame.

Whether a majority of seller know this or not I do not really care one way or the other.  What I do know is that eBay has this covered and gives sellers several options and I like that.

On Amaz return request stay open forever.  I have some that are several years old and seller have no way of doing anything with them.  They just sit there.  eBay gives us manual options and they also have a auto setting as well. I like having options as you also have expressed you like as well.

Good Luck Selling!

[myjunqueyourtreasure]

So I called ebay to get the return closed and they closed it in my favour BUT gave the buyer a full refund (on their dime) even after I stated they shouldn't get a refund at all as they didn't fulfill their part and ship it back.

SMH