Return Request

[kattinsanity]

I sold a set of 3 juice reamers to a buyer.  They all fit together stacked inside each other for easy storage.  That's the way I shipped them.  She filed a return request saying she only received the one large reamer.  I answered the return request as well as sent her a message telling her there were 3 there~~they were just stacked together and she needed to remove the 2 smaller ones from inside the big one.

She did that and sent me a message telling me all was well.  I asked her to close the return request which she hasn't done.  She was a -0- feedback buyer so maybe she doesn't know how??

The refund date on the return request is tomorrow.  Should I call ebay and ask them to close the case in my favor since they can see the message I received from her?  Does she automatically get a refund tomorrow and will I get a unresolved case on my record if that happens?

[penguins_dont_fly]

If you approved the return, and the buyer has not started the return process in 5 days (plus you have the message), you can call eBay and have them close the request.

Or it will close by itself in 30 days.

If it was INAD, be very careful when asking eBay to close the return ... make doubly sure that they are closing it in your favor ....

[kattinsanity]

I didn't approve the return~~I chose "send the buyer a message" in the return case options.  There I told her that she did have 3 and told her they were stacked.  Then I also sent her a message through ebay messages telling her the same thing.  She answered back that she did what I said and that she did have all 3.

[penguins_dont_fly · Accepted solution]

I would call CS and ask them to read the messages ... like I said before ... be careful ... make absolutely sure that they are closing it in YOUR favor ...

[moo*cow*corner]

If it were me, and it was a SNAD return, I'd direct ebay to send a return label. If she never uses it within the given time frame, THEN I would call and ask the case be closed in my favor. No harm sending a label she isn't going to use....and you don't get charged unless she actually mails you the items.

I'd want to make darn sure my backside was covered before trusting a random CS agent to get everything right just from messages alone.

[kattinsanity]

THANK YOU!!!  I was kind of thinking along those lines as well.  I think I'll do that right now.

[kattinsanity]

That didn't turn out to be a good idea.  I don't print my own labels~~I ship over the counter at the post office.  I figured I would just let ebay issue the return label but they didn't give me that option.  They wanted me to send the buyer the $$ for return and supply them with proof I sent her the shipping money.  I didn't want to send her any money of course.

So...I called ebay and they did close the case in my favor after reading her message saying she did receive all 3. 

I also got a neutral feedback a little while ago from a buyer whom I denied a return~~he wanted to return because he bought the wrong size.  I have a no return policy so ebay gave me the option to deny the return.  Ebay removed that feedback for me as well.  I'm having great luck with ebay cs today.

[moo*cow*corner]

Glad it got it taken care of to your satisfaction!

I never knew you couldn't ask ebay to send a label if you ship over the counter retail. Good to know for future reference. Was it by chance an int'l sale?

I use a 3rd party shipping program and I've only asked ebay to issue a label once. After seeing how much ebay charged me, I've done my own ever since.

So I learned something today...thanks!

[kattinsanity]

Always before I had the option to let ebay issue the label.  One time I got really stuck though~~I shipped the item 1st class and they sent the buyer a priority label.  Today I didn't have the option to have ebay issue it. 

My 1st thought was "What do I do now??"  I figured I didn't have any choice but to call.  I've gotten good old USA reps both times and they understood everything.  I'm just happy to have these 2 taken care of~~now I have to call and see if they will do anything about my other neutral.

[sam9876]

"That didn't turn out to be a good idea.  I don't print my own labels~~I ship over the counter at the post office.  I figured I would just let ebay issue the return label but they didn't give me that option."

The fact that you pay for postage at the post office has nothing to do with the inability to issue a return label.

[kattinsanity]

I've been shipping over the counter for all 18 years I've been on ebay and I'm too old to learn new tricks now.

[scavengerhunt09]

It really doesn't matter if they close a case in her favor because eBay can change their mind at any time and they will favor the buyer. I had a case closed in my favor only to learn 2 days later they changed their decison and favored the buyer.

[sam9876]

Are you saying that using a printer is a new trick?

[kattinsanity]

No~~I'm saying that weighing, measuring and all that is better left to the post office clerk at my age.  I have to write myself notes around the kitchen~~"take the cardboard off the pizza" (pizza is terrible baked with the cardboard)~~"plug in the coffee" (coffee is on a timer to brew at 2:30 AM), etc..  I would either be overpaying or items would arrive postage due.