ebay finds in favor of the buyer AFTER i've already refunded?

[inhawaii]

These  times were from the ebay message system.

17:08: Buyer sends me a message that he wants to return an item he is not happy with.

17:34:  (clicked the appropriate boxes to issue the refund and not require the buyer to send the item back)  I apologize to the buyer, told him he was issued a full refund and told him to keep the item. No need to send it back. 

18:23 Buyer opens a case to return.

18:39 I receive a email from ebay saying that the case was closed in the buyers favor. A refund was  sent to the buyer blah blah blah. This case is closed.

Why would the buyer open a case AFTER he receives a refund?

Why would ebay send me that message AFTER i refunded the buyer?

[sin-n-dex]

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@inhawaii wrote:

These  times were from the ebay message system.

17:08: Buyer sends me a message that he wants to return an item he is not happy with.

17:34:  (clicked the appropriate boxes to issue the refund and not require the buyer to send the item back)  I apologize to the buyer, told him he was issued a full refund and told him to keep the item. No need to send it back. 

18:23 Buyer opens a case to return.

18:39 I receive a email from ebay saying that the case was closed in the buyers favor. A refund was  sent to the buyer blah blah blah. This case is closed.

Why would the buyer open a case AFTER he receives a refund?

Why would ebay send me that message AFTER i refunded the buyer?

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Call Ebay and speak with defect removal specialist. This case is going to hurt your metrics.

It's an obvious glitch for a buyer to try returning an item he's received a full refund on already. 

C.

[lamber9347]

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@inhawaii wrote:

Why would the buyer open a case AFTER he receives a refund?

Why would ebay send me that message AFTER i refunded the buyer?

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Perhaps the buyer didn't even read your reply? I find people these days do everything so quickly and impatiently they don't bother to read anymore. They simply react immediately. I could see this person thinking they were doing what they were supposed to do due to the MBG being stamped over every sale. 

The response from eBay was most likely and automated reply to a case being opened and your accepting free returns. 

[eurowagensltd1]

It wouldn't surprise me if the buyer opened the case at the same time they messaged you, but there was some form of delay on eBay's side to send you the notifications about it. I've noticed a substantial delay between an action and a notification from them in the past.
Definitely still speak to eBay about it though, as irrespective of the reason for the return/refund, you shouldn't have to suffer for it twice!

[dhbookds]

email lag time...........

[luckythewinner]

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Why would the buyer open a case AFTER he receives a refund?

Because he wasn't paying attention. 

Why would ebay send me that message AFTER i refunded the buyer?

Because the buyer opened a case, and eBay is being responsible and letting you know the outcome of that case. 

[upgradedendmills]

The whole SNAD and INR process can get complicated quickly.  I bought inexpensive item on 11/30. A few days later the seller messaged to say they had written over the label on tracking label they purchased for another item and used it for my item. My item is floating around in CO somewhere and they are trying to get it returned to them. Got a couple of more messages from them and finally asked them to refund so I can buy a different one. Crickets. Had to file INR with eBay and no response from them for 3 days now. Why would a seller do this to themselves and not make it right? I am wavering on feedback now because of the way this is being handled.

[inhawaii]

Great advice. Thank you!

I did call ebay and i did get a defect but they took care of it. 

Here's what happened.  It's a little complicated. 

The buyer mistakenly clicked on a remorse return when in fact he wasn't happy with the item.  Because of this, when i clicked on "refund" it only refunded him for the item and not shipping.  I told the customer that i would give him a  full refund including shipping.  When the customer noticed the shortage in his refund, he then he opened a case.  Ebay saw my message agreeing to give him a full refund including shipping and then refunded him the shipping and closed the case in his favor. 

Case closed. 

[gramophone-georg]

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@inhawaii wrote:

Great advice. Thank you!

I did call ebay and i did get a defect but they took care of it. 

Here's what happened.  It's a little complicated. 

The buyer mistakenly clicked on a remorse return when in fact he wasn't happy with the item.  Because of this, when i clicked on "refund" it only refunded him for the item and not shipping.  I told the customer that i would give him a  full refund including shipping.  When the customer noticed the shortage in his refund, he then he opened a case.  Ebay saw my message agreeing to give him a full refund including shipping and then refunded him the shipping and closed the case in his favor. 

Case closed. 

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Problem here- as in so many other cases we see- is that eBay presumes to think for you while failing to keep its own site and house in order.