Buyer is not communicating in return request

[anything_goes_2005]

I received a return request (doesn't work or defective) on April 24 and action/response is needed by April 29. I exchanged several messages with the buyer on the 24th discussing the problem they are having with their item. The person is having a connection issue and was not sure if the device or the USB cord was causing the problem. I mailed another USB cord (delivered) to see if it would solve the issue and have not heard from the buyer.

My concern is the 29th date. Ebay can see through our return messages that I am in the process of trying to help the buyer. It would be nice to know if the additional cord I sent solved the problem or if an issue has developed with the sold item. I'm assuming the buyer does not have to respond and can escalate the request on the 29th. I'm also assuming it would be wise to just send a return label before the 29th to avoid a defect and to put the decision making process in the buyer's hands.

Can anyone provide any comments or knowledge from a similar experience? Thanks in advance to any responses.

[fab_finds4u]

The ball is in your court.  If you wait on eBay to decide you'll get a defect for a case unresolved by the seller.  eBay wants you to resolve the case.  Waiting to hear from the buyer isn't a defense or is a resolution.  eBay wants the seller to offer to accept the return and provide a return label.  If eBay has to step in the buyer is refunded. Sometimes they refund without requiring the return of the item.  So if you want your item back tell the buyer to return it and provide a return label. 

[ise710]

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@anything_goes_2005 wrote:

I'm assuming the buyer does not have to respond and can escalate the request on the 29th. I'm also assuming it would be wise to just send a return label before the 29th to avoid a defect and to put the decision making process in the buyer's hands.

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You have the entire strategy completely correct. You've likely solved the issue with the cable, and the buyer has moved on, happy.

But since your buyer has not closed the return request, you should issue an eBay return label (for which you won't be billed unless the buyer actually mails it) to prevent escalation. Unfortunately, this starts a 21-business-day clock before the return can automatically close, but you'll have avoided a defect.

[anything_goes_2005]

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@fab_finds4u wrote:

Waiting to hear from the buyer isn't a defense or is a resolution. 

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Thanks for the response, that is a key sentence above.