Has anyone used the "Report problem" (below "Refund the buyer") button on the Return Status page?

[vintx05]

Hello,

I just accepted a return from my buyer, but the item is heavily used, with missing parts, and definitely not in the same condition as sold.  Instead of refunding the buyer, I was told by eBay to hold for 48 hours and file an appeal afterwards.  In the meantime, I noticed the small link button "Report problem" below the blue "Refund the buyer" button.  Has anyone used this feature?  Should I use this "Report problem" option now, or wait for the 48 hours and then appeal?  Does anyone know the difference between reporting the problem now vs. filing an appeal later? Appreciate any insights and experiences.  Thanks!

[ma-647837]

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@vintx05 wrote:

I was told by eBay to hold for 48 hours and file an appeal afterwards.  In the meantime, I noticed the small link button "Report problem" below the blue "Refund the buyer" button.

Should I use this "Report problem" option now, or wait for the 48 hours and then appeal? Does anyone know the difference between reporting the problem now vs. filing an appeal later?

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The  difference @vintx05 between "Report problem" now vs. waiting 48 hours:

"Report problem" now: You're asking eBay to step in and issue a full refund now.

Waiting 48 hours: eBay forces a full refund, as you were to refund within 2 days.

You cannot appeal, as eBay sees that you caused either of those outcomes.

[no_zero369]

Once again, looks like you got poor advice from Customer Service or there is a new element to returns that I do not understand  {possible}.

If you can still issue the refund yourself - DO IT NOW!  The point is that waiting 48-hours means that the buyer can ask eBay to "step in" to resolve the case.  Or using the report problem button is another example of asking eBay to step in.  When eBay 'steps in" then you get a big fat DEFECT on your selling account!  No point in racking up a defect when you can avoid it by accepting the return. 

The 'Report Buyer' is a separate function - where you report the misuse or abuse of the MBG.  You should definitely do this and explain that the item was altered, parts removed, etc. 

Appealing is usually an exercise in futility.  But it might make some sense to try.  I would call when I could get a USA based rep.  Perhaps if you have a good selling record, at least, eBay might give a courtesy refund?

[vintx05]

Thanks for the advice, everyone. I’m afraid eBay just started reviewing the case. Now I’m a bit worried.
Anyway, I hope I don’t get a defect, because the evidence I submitted does show the missing parts and the overall soiled condition. I just hope they review fairly. Fingers crossed.