Returns Bug

[bimmerpc1]

tyler@ebay 

Per this weekly chat post

Item # 132080780335

See attached screen shots from SH and return info

[orangehound]

I don't believe that it is a bug, but it simply poor wording.  The eBay system is assuming the buyer shipped the item back, but did not (a) use the eBay shipping label or (b) communicate the tracking number to eBay.

But, I agree that the language from eBay is misleading because the other possibility is (c) the buyer didn't return the item.

[pjcdn2005]

I agree that it is just poor wording. There have been a couple of times that I've received the same message even though the buyer(s) hadn't ever shipped the item back.  It confuses sellers though...they really should not have a refund by xx date when there is no tracking number to show the item was shipped.

[bimmerpc1]

Yeah, this thread is mainly for tyler@ebay  who requested it

See the original post in the Weekly Chat for the back story.

The bug is the "Respond to returns request" task in the SH task manager.

That should not exist.  The item hasn't been returned.  The buyer hasn't even attempted to return it.  There is nothing that the seller can respond to and no change to the status since the return request was opened and approved by us.

The "respond to returns request" task, which is usually associated with a new return request or a return delivered status update, arbitrarily appeared on this in-process return, and the only response it offers is to give a refund on the item or have eBay step in, neither of which is appropriate in this instance.

[tyler@ebay]

Thanks so much for getting me this additional context @bimmerpc1, and sorry that it's taken me a few days to get back to you (it's been a little crazy this week). 

This doesn't look like a bug, but I'm going to make the suggestion to the Seller Hub team that it be reviewed.

When reviewing the email (below) I think that the wording is much clearer than it may have been in the past, and provides some next steps if the item hasn't arrived yet, etc. 

To your point, I get that that's not your concern, but wanted to include it for anyone else reading. Thanks!

 

[bimmerpc1]

Thanks tyler@ebay  I appreciate the response!

Thanks, also, for including the eBay email screen capture.  Usually we ignore those since the info tends to be inaccurate, but that email further confuses the issue.

Here's eBay's messaging on this particular return:

1) The eBay email message (which, aside, we also received again, today...a week after receiving it the first time - and still no returned shipment) states, "[the buyer] indicates that they posted their return".  Translation to seller: be on the lookout for the return, the buyer told us they shipped it back

2) The returns console lists the status as, "waiting for the buyer to ship the item."  Translation to seller: buyer has not shipped the item

3) The SH tasks center wants us to "respond to [the] return request."  Translation to seller: a return request requires your urgent attention and/or a refund in the next 48 hours.

Three current messages on the same return that tell us to do three entirely different things.  Which is it?  If #1 is true, then #2 cannot be true - where is the tracking information that shows it is posted?

#3 can only happen when the return is shown to be delivered by the tracking info - it shouldn't appear at all.

[bimmerpc1]

tyler@ebay 

To further complicated the issue, this return is now past the "due by" date of Apr 21 with no tracking info and no actual return shipment.  Meaning it should now be closed out and the funds released.

Instead, the returns console says "return delivered" and the return request itself still looks like the #3 image in our OP.