Confused about 5-day buyer return

[leareamc]

I had a buyer request a return claiming item was broke or defective. I never saw anything officially saying they opened an INAD case, just that they were returning the item and Ebay automatically approved the return since I had free returns on it. Supposedly they had until a certain day to ship it off, but that day has passed by 6 days now. Do I have the right to call Ebay and have the return denied and now they can't return it(doubtful)? I see others mention they still have until 30 days actually, regardless of if they followed instructions of returning by 5 days. If I do call, will Ebay just tell me I can escalate which would be a bad idea? 

[dasarock]

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@leareamc wrote:

I had a buyer request a return claiming item was broke or defective. I never saw anything officially saying they opened an INAD case, just that they were returning the item and Ebay automatically approved the return since I had free returns on it. Supposedly they had until a certain day to ship it off, but that day has passed by 6 days now. Do I have the right to call Ebay and have the return denied and now they can't return it(doubtful)? I see others mention they still have until 30 days actually, regardless of if they followed instructions of returning by 5 days. If I do call, will Ebay just tell me I can escalate which would be a bad idea? 

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somewhere in site preferences under returns is a check box for a RMA number.  if you check this box, whether you issue an RMA for returns or not, it is supposed to halt all auto-returns until you issue an RMA Number.  this way ebay has to alert you to the return.  (at least the box was under site prefs before they changed the pages)

[leareamc]

Ok I appreciate that info. Does anyone have insight on the questions I asked?

[dasarock]

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@leareamc wrote:

Ok I appreciate that info. Does anyone have insight on the questions I asked?

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as far as calling ebay to step in 6 days after the return deadline, yes you have the right to ask them to step in and determine.  however, they determine on their own criteria.  you have to be very concise with your presentation of facts and they SHOULD find in your favor.  

again, at this point after ebay finds for you.  the buyer still has the right to file paypal for 60 days from purchase but paypal is easier to get a fair determination from in my experience.

[eleanor*rigby]

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@dasarock wrote:

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the buyer still has the right to file paypal for 60 days from purchase but paypal is easier to get a fair determination from in my experience.

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@dasarock 

Not to put too fine a point on it, but I do believe buyers have 180 days to request a return through PayPal, unless something has changed within the last week or two.

@leareamc 

Your 30-day return policy means a buyer has the right to request the return of a purchase within days (obviously); however, once a buyer initiates a return through eBay, they must follow eBay's established time line. Even if you had a one-year return policy, the buyer would still have to return an item by the date assigned by eBay (usually within five business days of triggering the return process).

The people who stated, "they still have until 30 days actually, regardless of if they followed instructions of returning by 5 days" are incorrect. That's the trouble with public discussion boards. Unfortunately, you get what you pay for.