How to cancel a return request as a seller

[zulfisales]

Hi,

A customer decided to keep the item he bought after requesting a return (He sent a message). However, he didn't cancel his request and it's been more than 20 days since he asked for a return and the money is still on hold on paypal.
A message was sent to the customer asking him to cancel the return request but he doesn't answer.

Please, is there a solution for this issue?

Thank you.

[orangehound · Accepted solution]

You can call eBay customer service and ask them to close the return ... if you don't want to do that, at some point (7 to 30 days after the ship-by date), you'll get an on-line option to close the case, or it will close automatically.

[robot-hands]

Noobs, Squares and Drive-bys aren't on ebay 24 hours a day like most sellers.

You can call in and have it closed manually after 5 business days if the buyer hasn't printed a label or if they have printed the label and a CSR sees no scans.

[maorlow362w]

I have a similar issue.  In my case a buyer requested a return on a "No Returns Accepted" item 17 days after receiving the item, claiming she had changed her mind / didn't need the item.   I reluctantly approved the return, figuring that she'd just go to eBay and claim that the item wasn't as described or some such.  That was on Feb 6.  eBay gave her until Feb 13 to ship the item but so far (Feb 17) she hasn't printed the return label.  So now I sit without my money from the sale and without the item to relist and try to resell it.  I'm not keen to message her and ask her to return the item now because frankly I'd prefer if she kept it per the original terms of the sale. 

Also I saw the message from eBay saying that if the seller didn't return the item by Feb 13, that eBay "may close the case".  I wasn't sure if it was going to be closed automatically or if I had to call eBay to make that happen or if I had to wait a certain amount of time before calling.  I feel like I've given the buyer enough of a grace period but it sounds like I need to wait 5 business days (Feb 21) before I call.

[disneyshopper]

Did you read that last sentence?

Since the buyer did not return the item by February 4, you can Ask ebay to close the return.  Give them a phone call.

[cream_couture]

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@maorlow362w wrote:

I have a similar issue.  In my case a buyer requested a return on a "No Returns Accepted" item 17 days after receiving the item, claiming she had changed her mind / didn't need the item.   I reluctantly approved the return, figuring that she'd just go to eBay and claim that the item wasn't as described or some such.  That was on Feb 6.  eBay gave her until Feb 13 to ship the item but so far (Feb 17) she hasn't printed the return label.  So now I sit without my money from the sale and without the item to relist and try to resell it.  I'm not keen to message her and ask her to return the item now because frankly I'd prefer if she kept it per the original terms of the sale. 

Also I saw the message from eBay saying that if the seller didn't return the item by Feb 13, that eBay "may close the case".  I wasn't sure if it was going to be closed automatically or if I had to call eBay to make that happen or if I had to wait a certain amount of time before calling.  I feel like I've given the buyer enough of a grace period but it sounds like I need to wait 5 business days (Feb 21) before I call.

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Call ebay now to get it closed. You don’t have to wait any longer. 

[cream_couture]

The only solution is to call eBay and have them close it. 

[maorlow362w]

Thanks.  I called them today and got the case closed.  The biggest challenge was getting past the automated phone menu system that kept telling me I had to send the buyer a return authorization - which I had already done - and then offering me no other options.  

[queenauntie3]

I HAVE A SIMILIAR CASE- BUYER RECEIVED BROKEN ITEMS- STARTED A RETURN REQUEST- I ACCEPTED - CONTACTED THEM BY PHONE AND AGREED TO SEND REPLACEMENT PLATES- I DID IT TOO QUICKLY VIA A NEW LABEL (WITH NEW TRACKING NUMBER) UNDER HER NAME BUT LATER GOT THE LINK TO PRINT LABEL FROM EBAYS RETURN LINK- IT WOULD NOT LET ME UPLOAD NEW NUMBER INTO "MARK AS SHIPPED"- NUMBER ALREADY EXISTS- CHAT WITH USA SUPERVISOR SAID ONCE IT WAS DELIVERED THEY COULD HELP- NEW PLATES WERE SUCCESSFULLY DELIVERED- BUYER SAYS SHE DOES NOT SEE HOW TO CANCEL REQUEST- NO WAY TO CONTACT EBAY- MY PAYPAL TRANSACTION IS "ON HOLD" HELP

[queenauntie3]

I HAVE A SIMILIAR CASE- BUYER RECEIVED BROKEN ITEMS- STARTED A RETURN REQUEST- I ACCEPTED - CONTACTED THEM BY PHONE AND AGREED TO SEND REPLACEMENT PLATES- I DID IT TOO QUICKLY VIA A NEW LABEL (WITH NEW TRACKING NUMBER) UNDER HER NAME BUT LATER GOT THE LINK TO PRINT LABEL FROM EBAYS RETURN LINK- IT WOULD NOT LET ME UPLOAD NEW NUMBER INTO "MARK AS SHIPPED"- NUMBER ALREADY EXISTS- CHAT WITH USA SUPERVISOR SAID ONCE IT WAS DELIVERED THEY COULD HELP- NEW PLATES WERE SUCCESSFULLY DELIVERED- BUYER SAYS SHE DOES NOT SEE HOW TO CANCEL REQUEST- NO WAY TO CONTACT EBAY- MY PAYPAL TRANSACTION IS "ON HOLD" HELP

[ise710]

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@queenauntie3 wrote:

BUYER RECEIVED BROKEN ITEMS- STARTED A RETURN REQUEST- I ACCEPTED -

CONTACTED THEM BY PHONE AND AGREED TO SEND REPLACEMENT PLATES

BUYER SAYS SHE DOES NOT SEE HOW TO CANCEL REQUEST-

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THE BUY-ER - HAS A LINK AT- THE BOTTOM -

ON THE RIGHT -TO CANCEL THE RETURN THEMSELVES -

[queenauntie3]

The buyer claims that is not shown- trust me I was in the phone over an hour with her