Cancel a request to return

[snstr6130]

Want to start off by stating that I am the seller in this situation. Buyer opened a request to return against me, claiming that the item was broken because it didn't work with what they wanted it to work with. After a couple of messages back and forth, I was able to help them with the problem and now they wish to keep it and no longer want to return the item. Problem is they didn't cancel the return request. I've tried to message them and politely ask that they cancel it out since they no longer have any problems, but so far no response.

My question is what should I do here. I still have 2 more days to officially respond to the request. Should I accept the return and hope the buyer just cancels the request? Will it eventually just go away if neither of us asks ebay to get involved? Should I ask ebay to get involved and try to find a way to explain the situation?

[joem4stuff]

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@snstr6130 wrote:
I still have 2 more days to officially respond to the request. Should I accept the return

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If you don't, eBay will step in and issue them a refund and they keep it. If you accept it, the buyer then has 5 business days to send the item back to you. If they don't, it can be closed.

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

[lintbrush*]

There is a risk involved if you don't respond to the return request.

Even though the buyer said they will keep the item, if you fail to respond, then the day after the deadline, they will have the option to ask eBay to step in and you will get an Unresolved by Seller mark on your account.  They may simply refund it as well without requiring the buyer to return it.  Sometimes they'll authorize the return on your behalf, still requiring the buyer to refund.

The case will automatically time out in 30 days if neither party takes any action.

Me?  I'd give it until the last minute to see if the buyer closes.  If they didn't, I'd say "return for refund" and let the buyer know that eBay requires you respond to all open claims within a certain timeframe or it affects your seller standing but that they aren't actually required to return it.  It's just policy you need to follow.