eBay

packratville · ‎04-19-2018

This is another question about a buyer who is returning an item to me. eBay's message to me just said the buyer has requested a return, gives the reason, and states they've requested the buyer return the item by the 20th.

If eBay expected me to send a return label, they would have indicated that, wouldn't they? My listing stated returns accepted but buyer pays return shipping. I just want to be sure the buyer isn't expecting anything from me. In searching, I've found information stating eBay can charge shipping costs to the buyer, so I'm thinking the buyer must be able to print out an eBay label in order to return the item.

I found this in the Returns FAQ,:

My buyer started a return but never sent the item back to me. What should I do?

If the buyer does not send the item back, the return will time out and you are not required to refund the buyer. Your seller standing will not be impacted.

Sorry to have so many questions about the return, but I'd rather learn from others' experience rather than the hard way in this case. Right now I'm just under the impression that eBay would have given me further instructions if it was necessary.

packratville · ‎04-22-2018

The rep called me back just now and said it was closed in the buyer's favor because I escalated the case. I asked if speaking to him earlier was escalating the case and he said no. I told him I didn't do anything between calling him and finding the email stating that the case was closed in the buyer's favor. He just kept telling me all this stuff is done automatically, yada, yada. Now I have the potential to get a defect over this. He said if it was tomorrow the case would have been closed in my favor, but because it was a weekend it was still considered part of the time the buyer was given to return the item. And now because it was escalated he can't intervene and close it tomorrow like he said he would earlier. I told him I don't understand how it was escalated when all I did was speak to him, and he's telling me that wasn't escalating the case. Then he said it was done online. How could that be? I listed some items tonight, I never did anything related to the return. So things are a real mess now. If the reps don't have a clue, how in the heck does a seller know how to do things "properly."

hafoster · ‎04-22-2018

You have 2 case numbers, both 10-digit numbers starting with "5" --

the first was issued when the return request was started --

and the second assigned when eBay intruded.

@packratville

You can get to each of them from the different emails you received --

click on See request details or click on see case details.

Scroll down to see who did what on which date:

1. when the return was closed, and

2. why a case was opened.

That covers who, which, when, and why.

packratville · ‎04-23-2018

Thanks. The most recent indicates a request or case is still open and is awaiting other members' responses. But under "Problem" is now shows "This item doesn't match the description in your listing." How in the world it goes from "Doesn't fit" to that, I don't understand.

The whole thing is bizarre.

Under "Here's what happened"

Apr 13 - Per ebay's policy, return has been approved

Apr 22 - ebay opened a case on your behalf

So, that's what I get for calling ebay customer service. All I can think to do at this point is to call and speak to a supervisor Monday and hope I don't dig the hole deeper. I can't help but think the first rep I spoke with screwed this all up. When I talked to him the second time he contradicted himself a few times and admitted he didn't understand what happened. I'm just now getting started listing again after my mother's illness (I was her caregiver nearly 24/7) and death, then recovering from my injuries, and Hurricane Irma and her aftermath (still have a roof to repair and electric out in a portion of the house). So I don't have many sales in the past year, I think, to withstand undeserved defects and the potential neg from this particular buyer who failed to ensure the remote would fit his camera before ordering. Sorry for the rant, it's just this is the last thing I need to also deal with right now.

hafoster · ‎04-23-2018

@packratville wrote:
Thanks. The most recent indicates a request or case is still open and is awaiting other members' responses.

But under "Problem" is now shows "This item doesn't match the description in your listing." How in the world it goes from "Doesn't fit" to that, I don't understand.

Under "Here's what happened"
Apr 13 - Per ebay's policy, return has been approved
Apr 22 - ebay opened a case on your behalf

So, that's what I get for calling ebay customer service.

Hi @Anonymous, busy Monday for you.

Please look into why this remorse return was not closed in OP's favor.

packratville · ‎04-23-2018

Thank you for that, hafoster.

Just to update, I phoned eBay again this morning and immediately asked to speak with a supervisor, and now things are back on track like they should have been in the first place. I should be receiving a confirmation email stating the case is closed and my funds should be released in 24-48 hours. So I'm hoping that's what I'll receive and not another surprise like yesterday.

Based on what I went through, I would advise anyone who needs to call eBay to wait until a weekday if possible. Perhaps it just depends on the situation, but in this case it would have made all the difference I think.

Thanks again!

Anonymous · ‎04-23-2018

@hafoster wrote:

@packratville wrote:

Thanks. The most recent indicates a request or case is still open and is awaiting other members' responses.

But under "Problem" is now shows "This item doesn't match the description in your listing." How in the world it goes from "Doesn't fit" to that, I don't understand.

Under "Here's what happened"

Apr 13 - Per ebay's policy, return has been approved

Apr 22 - ebay opened a case on your behalf

So, that's what I get for calling ebay customer service.

Hi @Anonymous, busy Monday for you.

Please look into why this remorse return was not closed in OP's favor.

Hi @hafoster, Thanks for getting my attention on this, I will ensure appropriate coaching is provided as there does seem to be an indication from what I've read here that some misinformation was provided or steps being taken weren't clearly outlined.

EDIT: While writing my response, the OP returned to update the thread. Removed references to not yet having an update 🙂