3 days to wait once a case is opened?

[chasearooauctions]

So, today I'm told that if a buyer opens a case (this was a clear buyers remorse case) we now have three days for the seller and buyer to "work things out) before I as a seller can call to get the case closed in my favor. Three days? Doesn't anyone at eBay know we (the buyer and seller) have already been having dialogue in regards to the return? That's why buyers open cases? Am I just supposed to ignore the case for 72 hours and then call eBay to get it removed???

[Anonymous]

why was the case opened?

[missjen831]

Do you really think it's as simple as that? That you can just call and get the case closed in your favor? And do you think it ends there? 

Yes you must follow the same process as everyone else and wait 3 business days. 

[e-lek-tron-ics]

Yes, Is is that simple when there is a buyer remorse case. No need to wait for three days.

[sidemouse]

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@e-lek-tron-ics wrote:
Yes, Is is that simple when there is a buyer remorse case. No need to wait for three days.

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You folks better start checking your sellers dashboard if you believe that ebay has closed the case in your favor, especially if the rep on the phone told you "everything is taken care of" or something to that effect does NOT mean you "win," it simply means it's taken care of and that could mean it closed in the buyer's favor too.

[kattinsanity]

You are a TRS with TRS+ listings.  That means you have a 30 day money back guarantee for ANY reason including buyer remorse.  The only way you could win a buyer remorse case is if you had a no return policy and it was a clear "buyer remorse" return request.  Then ebay would give you the option to deny the request.

IF this is a clear "buyer remorse" request the buyer would have to pay return shipping and you could enforce your 20% restocking fee and deduct the original shipping from the refund to the buyer.  You have no choice to deny the return according to your TRS+ listings.

If this is NOT a clear "buyer remorse" return request you will have to pay return shipping and give the buyer a FULL refund.  If you don't you will end up with a unresolved case defect on your record and a few of those could result in the suspension of your seller account.

Be sure of what you are doing before you try to get this case closed in your favor~~it very well can backfire on you and the buyer could end up with a full refund AND get to keep the item.

[Anonymous]

kattinsanity is correct.  Here is a great thread that is a must read for every seller on eBay in regards to SNAD returns and with a return policy and without a return policy.  It is a VERY LONG read, but it will give you the education of a lifetime.  Pay particular attention to the comments of the eBay rep that chimed in on the thread.

https://community.ebay.com/t5/Shipping-Returns/Well-here-we-go-again-another-SNAD-claim-Is-there-no-...

[missjen831]

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@e-lek-tron-ics wrote:
Yes, Is is that simple when there is a buyer remorse case. No need to wait for three days.

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If it was buyers remorse there would be no 3 day wait. The seller would have a decline option. This is an SNAD! And the OP accepts returns so again I ask.....is it really that easy? 

[green-night]

Am I just supposed to ignore the case for 72 hours and then call eBay to get it removed?

That is exactly what you shouldn't do.  

As I see it you (possibly) have 2 choices:  The first is to accept the return and provide a return label.  The second is to call ebay and *IF* you can get a rep to agree with you that the reason for return is in fact remorse, it would go like this:  the rep will close the return at your request and open a "case" which will immediately be decided in favor of your buyer.  The ONLY thing this will accomplish is requiring your buyer to pay for return shipping.  You will not be able to withhold original shipping upon return.  And you will receive a 'case closed w/o seller resolution' defect, which you should be able to get removed but it will probably be a headache. 

So if option #2 is EVEN a possibility, I guess you have to ask yourself 'Is it worth it'? 

[phcd1]

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@chasearooauctions wrote:

So, today I'm told that if a buyer opens a case (this was a clear buyers remorse case) we now have three days for the seller and buyer to "work things out) before I as a seller can call to get the case closed in my favor. Three days? Doesn't anyone at eBay know we (the buyer and seller) have already been having dialogue in regards to the return? That's why buyers open cases? Am I just supposed to ignore the case for 72 hours and then call eBay to get it removed???

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You sell a number of Parts or Return items and yet you offer a 30 return policy. That's fine, except, you are inviting SNAD returns at your expense. A better choice would be to offer "No Returns" polcy along with that "Parts or Repair Only" condition. It won't stop SNAD claims, but you have a better chance of winning them. I'm going to assume you really have a SNAD and not a buyers remorse case. You need to resolve that case within 3 days or face 1. A defect (only a couple of those as a smaller seller and your eBay days are gone), 2. Lose the money and the item or 3. Get eBay to see it your way and get them to close the case in your favor (highly doubtful as you have a return policy on most, if not all of your items). I'm afraid you're going to have to accept the return and pay for the return shipping. But, you do have 3 days to keep calling eBay and convince them. Don't let the case time out! Don't ask eBay to "Step In" (aka Help you). 

[kattinsanity]

""you do have 3 days to keep calling ebay and convince them".  The case has been opened~~IF the OP calls one time the case will be escalated and ruled in the buyers favor.

[phcd1]

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@kattinsanity wrote:

""you do have 3 days to keep calling ebay and convince them".  The case has been opened~~IF the OP calls one time the case will be escalated and ruled in the buyers favor.

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Not true. A seller does not have to escalate an open case just to talk with a eBay CS rep. I've called dozens of times (check my SNAD post back from Nov 2016 if you don't believe me) and not once was it escalated. They (EBay CS) must get you (the seller) to agree to escalation of the case (calls ARE recorded, always ask for the reference number when you call for the recording). If the seller truly has something in writing from the buyer indicating buyers remorse (or better yet, indication they plan to use SNAD just to avoid paying return shipping), there is no reason not to call and try.

[green-night]

Not true. A seller does not have to escalate an open case just to talk with a eBay CS rep. I've called dozens of times (check my SNAD post back from Nov 2016 if you don't believe me) and not once was it escalated. They (EBay CS) must get you (the seller) to agree to escalation of the case

I completely agree.  

However, the process for fighting a false NAD is time consuming & often frustrating & possibly not worth the time. 

OP's items look to ship for around $3.50.  So if that is what we are talking about OP should just eat it IMO. 

[kattinsanity]

It really makes no difference~~the OP has a 30 day return policy which means he accepts even buyer remorse returns for 30 days.  The only things he would be capable of doing is fighting the under $4.00 shipping cost which the buyer would be responsible for paying in a remorse case & being able to deduct the restocking fee & original shipping from the buyers refund .  Unless the OP has rock solid proof it's a remorse return he's out of luck & will owe the buyer a full refund.

Instead of spending 3 days on the phone with ebay he might be better off spending the 3 days getting the buyer to admit through ebay messages that it is a remorse return and not a SNAD.

I've had return requests that have been closed in my favor immediately by calling ebay so ebay is capable of escalating a case & making a ruling without waiting 3 days to do it.