Help with a INAD Return

[plantaddict]

I had a buyer open a INAD return, I approved the return and provided the return label however they never bothered to print it and send me my item back. On the open return it stated the buyer had until July 9th to print the label and ship back my item. This evening I called eBay as they had not done so and I wanted the issue closed and now there is a "case" open, even though I never asked for a case to be opened, and they are giving the buyer an additional 9 days? So I call eBay yet again, and this rep tells me that a buyer has 9 business days to ship the item back? So why would the return case say July 9th then? The lady was actually quite rude but that is beside the point, so what should I do?

I never asked for a "case" to be opened, I done exactly what eBay wanted me to do and I provided the label even though the buyer admits in the comments she did not read the description and it was actually buyer's remorse rather than INAD. How should I handle the situation now? Give them an additional 9 "business" days? And which really is it, because the return stated July 9th which did give them 9 days, just not business days. One thing is for certain I will NEVER call eBay ever again, this is ridiculous!

[ed8108]

Call and complain to the resolution center that you want the case closed asap?

Or just wait another 9 business days

[frays-and-pearls]

Almost the exact thing just happened to me. The CS rep was very rude when I continued to point out ( as you had mentioned ) that it said 9 days : july 9th not buisness days she continued to take an attitudecand spoke right over top of me . Ebay needs to realize they have given sellers so many prpblems as of late and then we have to deal with rude reps !!! All the reps do is talk circles .

[garmentvarmint2004]

ed..

But I thoughht that it was     bad for  a  seller  to  ever  ask for Ebay to get involved.  I have read here when  seller  does that---EBay  always  finds  in favor  of  the Buyer!

[green-night]

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@garmentvarmint2004 wrote:

ed..

But I thoughht that it was     bad for  a  seller  to  ever  ask for Ebay to get involved.  I have read here when  seller  does that---EBay  always  finds  in favor  of  the Buyer!

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OP said they called ebay.  If this was a NAD return and no tracking was uploaded by the deadline, then the return should be closed the next day upon request by the seller.  

The OP's case doesn't sound like what would/ should normally happen. 

[mam98031]

I would call again.  And get it closed.  BTW they wouldn't have closed it today [the 9th] because the buyer had until the 9th to ship it back.  So the day has not yet ended and the tracking may not have been updated yet.  Always wait until the next day to call.  But definitely call again tomorrow and get the darn thing closed.  If that doesn't work, hang up, and call back.  Frustrating I know, but that is what it takes sometimes.

[plantaddict]

I did call today, first thing this morning, and the rep said since a "case" had been opened as if I asked eBay to step in and help (which she says she knows I didn't as it made no sense) that she was finding in the buyer's favor and was providing them a courtesy refund even though the buyer never printed the label and returned it.  Said since a case had been opened this was how she had to close it, I even pointed out that makes no sense as the buyer didn't return it for one and for two in the comments the buyer admits to buyer's remorse. The refund didn't come out of my pocket and she claims it won't count as a defect against me, so hopefully this one knows what she is talking about. Was my 1st ever return, I've never had an unhappy buyer and I think that particular one was just trying to get something for free and they succeeded with the help of eBay.

[terrycanarsky]

Keep watch on your seller dashboard.  Generally speaking, when eBay helpfully opens a case, it counts against you regardless of what you're told.

The buyer should NOT have received a refund as they did not fulfill what little bit of the agreement eBay enforces for buyers.  It sounds as if your CSR was inept and didn't want to appear unknowledgeable so bluffed his/her way out with scripted **bleep**.

If it were me, I'd call and request a supervisor (English speaker, not overseas call center) to check on this one. 

~M

[1stufftobuy]

The text in the case may say 9 days, July 9 which is when a new policy goes into effect, or anything else. 

I have learned the hard way not to call CS unless it’s an emergency, fraud, hacking.....

When the buyer opens an INAD just accept and send them a label or refund.

These are truly your only options. Calling CS is only going complicate matters.

If the buyer does not return said item it is usually because they are using and happy with it. 

Some people will file cases looking for a partial refund.

The case will slowly time out, the 1 I had this year took 30 days from the delivered date to be found in my favor automatically.

I believe it still counts against your return metrics.

Off topic:

Would any one expect a NEW item if they purchased a Seller Refurbished item?

[plantaddict]

I did approve the return and it was the last day the buyer had to print the label and return it so I called for them to close the request in my favor as the buyer had failed to ship me back my item and the rep opened a case as if I requested it giving this buyer an additional 9 days. I called this morning and got someone within the US however and she closed it in my favor but did give the buyer a courtesy refund which I did not agree with. She did say it came out of eBay's pocket, not mine and that it would not count against my seller preformance so we shall see. If they try to I will certainly be calling them back again. And from this experience I've learned never call them, just let it time out on it's own lol.

As for your question if I was the buyer I wouldn't expect brand new since it's labeled refurbished, however some buyer's don't even bother reading the description. If you stated "like new" or "new other" then someone might take that to mean brand new.

[mam98031]

Tomorrow is the Weekly Chat.  Your should participate and post what your issue with this return.  You are merely trying to follow the Ebay stated rules and have the case closed because the buyer did not return the item.  You may get more positive help there from and Ebay CSR.  I hope you will join in.

If you aren't familiar with the weekly chat, just ask.

[bubbapeaandme8178]

The return label function did not work when I tried it 2 days ago, the link sent me to the seller reply page and there was no link to print a return address label? I sent the seller a message but no reply as yet??? bubba