How do you handle Returns with no Return Request nowadays?

[city*satins]

New in Pkg bedding item sold for $75  - Oct 1

Paid for and shipped - Oct 1

Delivered to buyer - Oct 3

Opened, resealed and mailed back (new label) - October 6

Received by me - Oct 9

The buyer has not contacted me or opened a Return Request.

I haven't opened the package, so I don't know what's actually inside or if the packaged bedding has been unpacked and/or used. I have also not yet contacted the buyer.

What are my obligations?  The post office says I can refuse the package if I don't open it. But if I do, what are the consequences later?  If I simply refund, in the absence of a Return Request,  will I not be unable to be credited the final fee eBay charged me? And will I not also receive a transction defect?

[city*satins]

I need to add - the buyer ID has a creation date of Oct 1 and "appears" to be a guest ID although I'm not sure what guest IDs look like  - this is 14 letters and numbers with a hyphen (dash) after the first 8. 

Can guest members issue a Return Request?

[pingpong517]

accept it..refund them...be done with it...why create a headache and hassle?  seems like a simple "just do it" and move on...

[orangehound]

I think it depends on how much grace you want to give your buyer.

If you want to be hard-nosed, you don't need to do anything until the buyer contacts you or opens up a return request.

But, if this were me, I would open up the package and see what was returned.  Assuming it was OK, I would ask the buyer to open up a return request for "changed mind", and then refund them their full amount less shipping.

[city*satins]

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@pingpong517 wrote:

accept it..refund them...be done with it...why create a headache and hassle?  seems like a simple "just do it" and move on...

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It's not completely simple.  Refunds outside the return request aren't refunded the final fee by eBay. I'd like that money back. Also, full refunds without link to a non-seller-fault rationale used to be (but I don't know if they still are) subject to a transaction defect on the seller.

Didn't I make these 2 concerns clear in my opening post?

[sam9876]

I wouldn't do anything.

[terrycanarsky]

Under eBay policy, you are not mandated to give a refund.  No return was put through the system, and the MBG process was not followed.

~M

[monster-deals]

I wouldn't do anything unless the buyer contacts you.

As of right now you have no obligations.

[plumbingspecials]

This ruffles my feathers because they are clearly circumventing the returns process, probably because they have abused returns in the past and either they are unable to through ebay sanctions, or they do not want to jeopardize their account further. Technically you do not have to do anyting, but a good person would just refund as long as the item is in tact.

[sam9876]

"a good person would just refund as long as the item is in tact."

Wouldn't that result in a defect for the seller?

[orangehound]

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@sam9876 wrote:

"a good person would just refund as long as the item is in tact."

Wouldn't that result in a defect for the seller?

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I have heard that a full PayPal refund is flagged by eBay as a seller defect, but I've never done that ... and I wouldn't just in case this is true.

This is why I suggested contacting the buyer and guiding them on how to do the return so that they can get a refund without damage to the seller account.  

[plumbingspecials]

The seller shipped the item, and the buyer did not open a case to resolve so there's nothing defective about the refund. Personally I would put them on BBL and report the buyer to ebay from the original transaction's "report buyer" button. This will give them a mark on their account, not the seller's. Too many marks on a buyer account can result in restrictions and/or suspension. Which may be why they didn't or couldn't open a return request in the first place.

[sam9876]

"The seller shipped the item, and the buyer did not open a case to resolve so there's nothing defective about the refund. "

False.

[city*satins]

Update that isn't really:

Yesterday I called eBay and explained the situation.

The CSR I spoke with said she would take care of it by contacting the buyer herself to request that they open a Return Request, then would, since I've confirmed on the phone that I've received the item back, refund the buyer's payment and close the case and I'd get my final fee refund and no defect.

Since then.....crickets.  Order still shows as completed. Paypal still in balance.  eBay seller account still in balance.

[goldguy22k]

Hmmm....  Why did you get ebay CS involved in this?  (just asking)

Always best to resolve issues with your buyer first, if you can.

Now that you have told ebay that you got a package back, ebay is going to assume you got your original item and not a board, AND that it is unbroken or damaged.  I suspect that ebay is going to issue a refund for your buyer from your account under the MBG, but might take time.

Now as to whether you get a defect for handling it this way, others will have to advise.