mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@kchris94 wrote:So, a buyer recently opened up a return request which i did not agree with. I asked ebay to step in after enough time has passed and of course they side with the buyer. Now they ask the buyer to retuen item, but its been three days with no response. If enough time passes does the case get closed in my favor? How long would that be?
Take this as a learning experience. It was a bad move on your part to escalate the case to Ebay. As a seller that will only hurt you. Now you will get a defect on your account as Ebay is forcing the resolution to the case.
We all disagree with our buyers from time to time on why they want to return something. But the thing is, a buyer doesn't need you to agree with their reason for the return. Ebay will allow them to return the item. So the only thing you do when you escalate a SNAD is damage your selling account with a defect.
Now to your question. Your buyer has 5 business days to ship the item back. The claim will update with the tracking once your buyer actually ships the item back. Then you wait for it to be returned to you, then refund your buyer.
If the buyer does not ship the item back in 5 business days from the time Ebay issued the label, then on day 6 get on the phone to Ebay and have the close the claim for the buyer being non-responsive. That will save your account from getting a defect. It is the only thing in this particular case that can save you from getting a defect.
@nh7235 wrote:
@kchris94 wrote:So, a buyer recently opened up a return request which i did not agree with. I asked ebay to step in after enough time has passed and of course they side with the buyer. Now they ask the buyer to retuen item, but its been three days with no response. If enough time passes does the case get closed in my favor? How long would that be?
All good answers. Unfortunately, the buyer actually has 240 hours only. If the buyer returns the item, eBay will force a refund a few minutes after package tracking shows that the item has been delivered back to the seller. Otherwise, at 240 hours, the case is closed and the buyer won't get a refund.
This is not correct. I don't know where you are getting this information from, but it is not correct. A buyer does NOT have 10 days to return an item. It is 5 business days. Ebay will only "force" the refund if the seller is non responsive.
Here is some information that may help.
https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041
Here are some excerpts:
When the seller accepts your return, you'll receive an email to your messages with the subject “Send the item back”. You'll need to send it back within 5 business days, using tracked shipping.
Once the seller receives the item back from you, or once they've agreed to refund you and let you keep the item, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know.
@nh7235 wrote:
@mam98031 wrote:
@nh7235 wrote:
@kchris94 wrote:So, a buyer recently opened up a return request which i did not agree with. I asked ebay to step in after enough time has passed and of course they side with the buyer. Now they ask the buyer to retuen item, but its been three days with no response. If enough time passes does the case get closed in my favor? How long would that be?
All good answers. Unfortunately, the buyer actually has 240 hours only. If the buyer returns the item, eBay will force a refund a few minutes after package tracking shows that the item has been delivered back to the seller. Otherwise, at 240 hours, the case is closed and the buyer won't get a refund.
This is not correct. I don't know where you are getting this information from, but it is not correct. A buyer does NOT have 10 days to return an item. It is 5 business days. Ebay will only "force" the refund if the seller is non responsive.
The timeline to return and refund changes after a request is escalated to a case.
Before escalation, a buyer has 5 business days to return, then the seller has 2 business days to refund.
After escalation, a buyer has 240 hours to return beginning the moment of the eBay Customer Support decision, then eBay issues an immediate refund when tracking shows delivered back to the seller.
You can glean the latter from belligerent sellers in escalations that complain they didn't get a chance to inspect their return before eBay forced a refund.
If the Request for return is in the request stage and the seller has issued the return label, WHY would be buyer need to escalate the request to a claim? Are they just trying to get refunded without having to return the product? Ebay does NOT make sellers do that. So escalating it to a claim after the seller has issued the return label makes no sense for the buyer to do and it would do nothing to help the buyer.
But the timeline does NOT change. Once a return label is issued, the buyer has 5 business days to get the package to the carrier.
You are correct, the seller has a couple days to refund the buyer, but ONLY AFTER the item has been received back by the seller.
Where are you getting this 10 day period from [your 240 hours]. I see nothing in the rules about the perimeters of an escalated claim changing. Would you please provide a link to what you are referring to in the Ebay policies. That would resolve the discrepency.
There isn't much you can do for a seller that doesn't inspect the return promptly once they receive it back. That is why Ebay set timeframes that use to be 6 days, but now is 2.
