Buyer returning item, then messages that they want to keep it. But they don't close the case...

[amingroup]

So basically a buyer bought a laptop off me and once they received it they opened a return case. After a couple of days, I noticed there was no progress with the return, so I contacted the buyer. The buyer said that they decided to keep the item, but they have not closed the return case. Its been almost a month and eBay has not closed the case either. Paypal is still holding the funds for the item so I want to end this as soon as possible. What should I do?

[ed8108]

In a very polite manner, request your buyer to close the return.

Good luck selling

[amingroup]

I have tried this in the past. The buyer replied, "ok," but the case has to this day remained closes. If I call eBay at this point will they close it?

[dare-2046]

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@ed8108 wrote:

In a very polite manner, request your buyer to close the return.

Good luck selling

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Why? Why not use the policy instead?

eBay Money Back Guarantee timelines

The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return.

http://ebay.com/help/didnt/read/policy/?id=4210

Good luck using

[orangehound]

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@amingroup wrote:

I have tried this in the past. The buyer replied, "ok," but the case has to this day remained closes. If I call eBay at this point will they close it?

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eBay's policy is that the buyer has to return the product in 5 business days, or the return request can be closed.  In reality, eBay gives the buyer anywhere between 10 and 30 days to return it.

In your case, since it has been more than 5 days AND the buyer has indicated to you that they are keeping it, then this should be enough for an eBay customer service representative to close the return request.

[candiesduds]

Call Ebay and have it closed. Once you approve a return and a label is generated the buyer only has so many days to return. If they fail to do so call Ebay and they will close it on the day after the deadline.