Buyer refunded and not returned the item!

[greb1972]

I have just received notification from ebay that a case has been closed in favour of the buyer and taken full refund from my account. The buyer claimed the box was damaged and opened a case. I agreed a refund for the returned item, but the item never came back.

I have not received the item back and the case has now been closed with me out of pocket!

How can this happen?

[nh7235]

You had 8 days to participate in the festivities, @greb1972, and issue a prepaid return label. Did you do that?

Otherwise, after 8 days, your buyer can demand eBay to intervene and refund, no return needed.

[no_zero369]

@greb1972 

Exactly as the OP stated, unfortunately you need to follow the "process" laid out by the MBG.  When a seller fails to do their part, the buyer will ask eBay to 'step in' and eBay, in their judgement, will either issue a return label for you (on your dime) OR just issue a full refund to the buyer.

Any lack of action can result in a "maximum loss" for the seller: eBay issues a refund.   In cases like this the buyer will not be required to return the item to the seller AND the seller will earn a Big Fat DEFECT on their selling account for an unresolved case.

I am sorry to see this happen!  But you are not alone as many get caught up with the MBG and its requirements.

Might be wise to take some time and read the responsibilities a seller has when it comes to returns, so that IF a return happens again, you will be prepared!

Manage returns, missing items, and refunds for sellers

Sorry you had this experience.  You'll have to chalk the cost up to Tuition Paid in the School of Ebay Selling? 

[dtexley3]

If this was a domestic (ie inside GB) sale did you authorize eBay to send a label or send a label yourself?  If so you have grounds for an appeal since the buyer did not return the item and a label was supplied.

If this was an international sale, did you arrange with the buyer to pay for a return label?  If so  you can appeal, if not, that's why you lost.