Buyer opened a return request for an item allegedly not received?!

[lbpi-les-bons-plans-d-isa]

Hello,
A buyer opened a return request on August 27 (actually August 28, 00:16 Eastern time). Reason: Missing parts or pieces.
His message: "I arrived home from work package was no where in sight this has never happened before..." bla-bla-bla.

We replied first thing in the morning on August 28 explaining the order had been sent in a USPS PRIORITY MAIL padded envelope using a tracking ID and the order had been delivered on August 25, at 11:53 am. We provided a screenshot of the tracking showing the delivery.
We also explained that we did not understand the opening of a return request for an item not received. And then... Silence from the buyer.

On September2, the buyer sent a new message at 11:52 am, repeating the same thing.
On September2, the buyer opened a case at 11:54 am.
On September2, eBay made a final decision at 12:06 pm. Decision: This case has been decided in the buyer's favor.

When checking at the case details, here is what is displayed:

"Request reason: Request for return
Case reason: Our records show you didn't respond to the case"

So, first of all, it looks nonsense to us. When checking the case details, our answer to the first message is well-displayed.
Concerning the second message, eBay took a decision 14 minutes after it was sent! Aren't we supposed to have at least 24 hours to answer a message?

Second, we got another email from eBay saying: "The buyer has been asked to return the item to you. Once tracking shows the item has been delivered to you, the buyer will be issued a refund."

What if the buyer returns, let's say a ball of paper or a used tissue? Then automatically our account will be debited and the buyer reimbursed?

It looks like we have to wait for this case to be closed in order to appeal it. When checking the case details, there is no way to appeal anything or to contact eBay. The only option is to "Issue refund" which is out of question.

Could somebody explain if this is a normal situation?
If, indeed, we have to wait for this case to be closed in order to do anything?
If, there is a way to contact eBay about this case but "outside" of this case?

Thanks in advance, for any help.
Isabelle

[simba6]

I would click the help and contact link at bottom of page.  You need to talk to ebay about it.

[lbpi-les-bons-plans-d-isa]

Hello,

Thanks for the comment.

The following day eBay closed the case in our favor without any return to manage nor refund.

It looks like somebody overviewed the case even if closed.

Happy ending!

[lbpi-les-bons-plans-d-isa]

Actually, it is not that simple...

eBay closed the case in our favor but... remember:

"On September2, the buyer opened a case at 11:54 am.
On September2, eBay made a final decision at 12:06 pm. Decision: This case has been decided in the buyer's favor."

So, eBay considers the case this way:

"A case closed without seller resolution is any case in which the seller does not respond to or resolve a problem with the buyer prior to escalation."

We don't get the logic here:

- Case opened by the buyer then closed by eBay 12 minutes later in the buyer's favor. Absolutely no time for us to answer.

- Case re-opened the following day by eBay and closed in our favor.

- STILL, eBay hols a grudge on us with an impact on our performance ratings!

WTH?!

[ma-647837]

---

@lbpi-les-bons-plans-d-isa wrote:

A buyer opened a return request on August 27

- Reason: Missing parts or pieces.
His message: "I arrived home from work package was no where in sight this has never happened before..." bla-bla-bla.

- We replied first thing in the morning on August 28 explaining

- We provided a screenshot of the tracking showing

- We explained that we did not understand opening a return request for an item not received.

- bla-bla-bla.

On September2, eBay made a final decision at 12:06 pm.

Decision: This case has been decided in the buyer's favor.

"Request reason: Request for return
- Case reason: Our records show you didn't respond to the case"

So, first of all, it looks nonsense to us. When checking the case details, our answer to the first message is well-displayed.

Concerning the second message, eBay took a decision 14 minutes after it was sent! Aren't we supposed to have at least 24 hours to answer a message?

Second,
What if the buyer returns, let's say a ball of paper or a used tissue? Then automatically our account will be debited and the buyer reimbursed?

---

Sorry this happened to you, but happily, you won ... sort of. If the buyer had opened an Item Not Received case, because tracking shows Delivered, they will lose and cannot leave feedback. So instead, they started a return request for Missing Parts or Pieces and won't have to return anything inside the box, not even a used tissue or a ball of paper, to get a refund.

But you got a deadly Case closed without seller resolution defect because you didn't resolve the return request before the deadline, so the buyer was able to ask eBay to step in. The three options to case closed WITH seller resolution are:

1. Accept the return, issue a return label, refund after return.

2. Issue a refund, no return, "out of the question".

3. Offer a partial refund, no return.

Instead, you squandered the deadline with bla-bla-bla. Which is not a resolution.

And per policy, it takes less than 14 minutes after eBay steps in for a robot to see:

- It's a not-as-described return request CHECK

- The seller chose not to accept a return request CHECK
- The seller did not provide a prepaid return shipping label CHECK

[lbpi-les-bons-plans-d-isa]

Hello,

Thank you for your answer.

So, the system is designed such way that not answering in less than 14 minutes is a fault in itself? It is considered such as "squandering the deadline"? Really?!

Should not we have something like 24 hours to answer any kind of message?

Where I see a "fault" is in the brain of the guy who designed such algorithm!

Gosh...

Looks like there is a competition between marketplaces to have the most nonsensical CRM ever designed...

But we are just the guys who pay the bills. After all, who are we to judge? 

Regards,

[lbpi-les-bons-plans-d-isa]

Anyway, thanks guys for your answers!