mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I sold a camera a couple of weeks ago, listing the item as 'seller not accepting returns'. A few days after receiving the item, the buyer opened a 'item not as described' return request, claiming that the camera doesn't work. Actually, the camera does work, but I before I sold it, I had forgotten to change an in-camera feature that affects the shutter. I messaged the buyer with written and video instructions on changing the setting, and the buyer then responded that the issue is fixed and I can cancel the return.
I messaged the buyer stating that ebay doesn't give me the option of cancelling the return, and I asked the buyer to cancel the return from their account. It has been a few days and the buyer still hasn't done anything.
So basically, the return request is still sitting in my account, showing that my 'response is overdue', while the buyer hasn't done anything to cancel it, even though the buyer states to cancel the return.
My question is: what happens if the buyer doesn't cancel the return and request still asks me to 'respond'? Will the return request expire? Or will ebay automatically 'return' the buyer's money due to my 'lack of response'?
(Paypal has kept this transaction money on hold in my account. I am worried this so-called "lack of response" would eventually lead to the buyer eventually getting back this money *and also keeping the item* 
)
Since your money will be held until this matter is resolved, I suggest you request the buyer's contact information. That will give you their phone number. You could call and let them know that they need to close it and that you can't as the seller.
Or you can do as other suggest and just wait until it times out and closes. Whichever works best for you.
@kensgiftshop wrote:
@windrunner1203You can accept the return and send a return shipping label, then let it close out.
NO it does NOT.
Yes, you MUST accept the return. Ebay will then issue a label to your buyer to return the item.
If your buyer does not stick the package in the mail within 5 business days from the time the label is issued, then you can call Ebay and have the Request for Return closed.
Since your buyer is not responding to you regarding closing this RFR [Request for Return], it is in your best interest to do these steps. Otherwise in a day or so, Ebay will say you did not respond and escalate the RFR to a claim. At that time it will most likely get closed in the buyer's favor and you will get a ding on your account.
Now there is the off chance that if Ebay escalates the RFR to a Claim that they still require the buyer to return the item. But they may not do that. If the buyer doesn't return the item, then Ebay would close the Claim in your favor. HOWEVER there is a chance that even without a return, that Ebay will refund the buyer from your money, allow them to keep the item and ding your account.
So YES, ACCEPT the RFR ASAP for your protection.
@windrunner1203 wrote:
"Since your buyer is not responding to you regarding closing this RFR [Request for Return], it is in your best interest to do these steps. Otherwise in a day or so, Ebay will say you did not respond and escalate the RFR to a claim. At that time it will most likely get closed in the buyer's favor and you will get a ding on your account."
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Does this mean that Ebay could act even if neither the buyer nor I ask Ebay to step in?
YES. Don't be reluctant. This is something you NEED to do to protect yourself. But of course if you are uncomfortable for some reason in doing as suggested, then sit back and wait. You won't like the outcome, but it is entirely your decision to make. Your delay in doing this could cost you.
