How can this be " case closed without seller resolution "?

[taylor_made_woods]

I had a buyer open a return stating that for part of the purchase, I mailed the wrong item. (4 Ink cartridges and supposedly one was the wrong one). Let's just assume he is right. I asked him to send a pic of the items he received from me so I could fully understand which one was wrong and then I would swap it out with the correct one. No response. I tried to contact him on 3 more occasions asking for more info so I could fix any error that I may have made with no response. Finally after a month (5weeks) of being an open return, I escalated to eBay to ask what I should do since there was no response from the buyer. They came back with case decided in favor of the buyer and asked him to return it. It didn't surprise me that the buyer didn't respond to that either. They didn't return it. eBay closed the case after 2 weeks Due to lack of activity. Then I notice it is being counted as a defect and shown as case closed without seller resolution. I did everything I possibly could have to work this out with the buyer. How is this possible? I even appealed. I wasn't appealing the case decision but rather the defect and bad mark. They wouldn't change the decision. What can I do and is this normal?

[takikawa4]

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@taylor_made_woods wrote:

Then I notice it is being counted as a defect and shown as case closed without seller resolution. I did everything I possibly could have to work this out with the buyer. How is this possible? I even appealed. I wasn't appealing the case decision but rather the defect and bad mark. They wouldn't change the decision. What can I do and is this normal?

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Unfortunately, you did NOT do everything possible to work this out with the buyer. Instead of asking for pictures, what you should have done is tell him to return everything for a refund and provide a return shipping label. And that's why you received the defect.

[taylor_made_woods]

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@takikawa4 wrote:

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@taylor_made_woods wrote:

Then I notice it is being counted as a defect and shown as case closed without seller resolution. I did everything I possibly could have to work this out with the buyer. How is this possible? I even appealed. I wasn't appealing the case decision but rather the defect and bad mark. They wouldn't change the decision. What can I do and is this normal?

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Unfortunately, you did NOT do everything possible to work this out with the buyer. Instead of asking for pictures, what you should have done is tell him to return everything for a refund and provide a return shipping label. And that's why you received the defect.

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I told him I would exchange whichever color was not right which was what he wanted but based on what he said, I couldn't tell which box was supposedly not right.  I have to admit I did not believe I sent the wrong item as these were personally bought by me for my printer.  Even if he didn't want to upload a picture, he could have responded to provide the information I needed to make the correct exchange.  

Once eBay told him to mail it back, I did provide a return shipping label.

the same day eBay closed this case I finally received a message from the buyer asking me why I have to be so difficult and why I had to involve eBay.  He just wanted to exchange it.  He had almost 2 months to respond but waited till it was closed.

[takikawa4]

This is what you said in your original post:

Finally after a month (5weeks) of being an open return, I escalated to eBay to ask what I should do since there was no response from the buyer. They came back with case decided in favor of the buyer and asked him to return it.

And, unfortunately, you escalated the case to eBay without telling the buyer to return upon refund.  The only response a buyer has to make once a case is opened is to return the item; you didn't provide a label until after the case was closed.

[taylor_made_woods]

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He had asked for an exchange which I preferred anyway.  Besides the problem was only with 1 of the 4 ink cartridges.  I don't know if the other 3 were used now and I didn't know which one was wrong.
I understand what you are saying but I was trying to make him happy and give him what he wanted.  He didn't ask to return it app nor did he ask for a refund.


@takikawa4 wrote:

This is what you said in your original post:

Finally after a month (5weeks) of being an open return, I escalated to eBay to ask what I should do since there was no response from the buyer. They came back with case decided in favor of the buyer and asked him to return it.

And, unfortunately, you escalated the case to eBay without telling the buyer to return upon refund.  The only response a buyer has to make once a case is opened is to return the item; you didn't provide a label until after the case was closed.

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[missjen831]

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@taylor_made_woods wrote:

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He had asked for an exchange which I preferred anyway.  Besides the problem was only with 1 of the 4 ink cartridges.  I don't know if the other 3 were used now and I didn't know which one was wrong.
I understand what you are saying but I was trying to make him happy and give him what he wanted.  He didn't ask to return it app nor did he ask for a refund.


@takikawa4 wrote:

This is what you said in your original post:

Finally after a month (5weeks) of being an open return, I escalated to eBay to ask what I should do since there was no response from the buyer. They came back with case decided in favor of the buyer and asked him to return it.

And, unfortunately, you escalated the case to eBay without telling the buyer to return upon refund.  The only response a buyer has to make once a case is opened is to return the item; you didn't provide a label until after the case was closed.

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It doesn't matter what the buyer did and didn't ask. You should have accepted the return before he asked ebay to step in. You didn't resolve his problem and ebay had to step in and do it for you. You earned an unresolved by seller defect. It is never a good idea to go back and forth with a buyer and ask for pictures. If you can't come to an agreement on day 2, just accept the return.

[phcd1]

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@taylor_made_woods wrote:

I had a buyer open a return stating that for part of the purchase, I mailed the wrong item. (4 Ink cartridges and supposedly one was the wrong one). Let's just assume he is right. I asked him to send a pic of the items he received from me so I could fully understand which one was wrong and then I would swap it out with the correct one. No response. I tried to contact him on 3 more occasions asking for more info so I could fix any error that I may have made with no response. Finally after a month (5weeks) of being an open return, I escalated to eBay to ask what I should do since there was no response from the buyer. They came back with case decided in favor of the buyer and asked him to return it. It didn't surprise me that the buyer didn't respond to that either. They didn't return it. eBay closed the case after 2 weeks Due to lack of activity. Then I notice it is being counted as a defect and shown as case closed without seller resolution. I did everything I possibly could have to work this out with the buyer. How is this possible? I even appealed. I wasn't appealing the case decision but rather the defect and bad mark. They wouldn't change the decision. What can I do and is this normal?

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I'm surprised you got 5 weeks out of eBay, you should have 3 days.  You MUST resolve a case within the stated time frame or you WILL get a defect. Appealing is a waste of time (typically about 10 seconds on eBay side). You should have accepted the return and pay for return shipping or refund and let them keep the product or offer a partial refund to cover the missing cartridge (and I would ship the other cartridge out myself). One of those three. NEVER should a seller ask eBay to "Step In" (or escalate), eBay is NOT your friend. But to answer your questions, nothing and yes.

[phcd1]

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@taylor_made_woods wrote:
 

... Once eBay told him to mail it back, I did provide a return shipping label....

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That was past the 3 days.

[phcd1]

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@missjen316 wrote:

... If you can't come to an agreement on day 2, just accept the return.

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/\/\/\/\ THIS is the correct answer, however I say if you can't come to an agreement with the buyer or if you can't get eBay to see things your way by day 2.5 then accept the return. 

[takikawa4]

And, again, this is what you said in your original post:

I asked him to send a pic of the items he received from me so I could fully understand which one was wrong and then I would swap it out with the correct one. No response. I tried to contact him on 3 more occasions asking for more info so I could fix any error that I may have made with no response.

Really, it's time to move on from this. You handled this incorrectly, you received a defect.

[green-night]

So, to sum things up OP, here is what happens to your seller performance when you ask ebay to step in:

[taylor_made_woods]

I was the one to ask eBay to step in.  It had been 5 weeks and couldn't get the buyer to respond.

[kattinsanity · Accepted solution]

If~after 5 weeks the buyer hasn't responded~leave it alone.  Don't call ebay to open up the can of worms again.

[missjen831]

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@taylor_made_woods wrote:

I was the one to ask eBay to step in.  It had been 5 weeks and couldn't get the buyer to respond.

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Then you should have let the sleeping dog lie. I'm curious how it is that a request stayed open for 5 weeks when they automatically close after 30 days. Perhaps your dates are mixed up. But regardless you poked the bear and the bear got mad. Hopefully you learned your lesson there.