Listing number 254361812684
I have a buyer who waited a week after receipt to claim a defective item saying the spine was cracked / damaged.
Clearly in my photos shows the spine is pristine and book has not been read.
I spoke with ebay customer service who said to go ahead and process the return (that I had no choice) but once I send the return label buyer has five days to use it. I can't seem to find that anywhere in the help articles.
Where is this written? I'm usually super good at finding info.
I wrote back to the buyer and told her that I have pics of the packaging, and it was difficult to ascertain how the book would have gotten damaged. That was the 6th. It is now the 8th. No word from buyer. I have until Nov 11 to upload the label.
I will upload the label as I have no choice but is there anything else I can do? Other thoughts that can help?
Thank you in advance.
Ok, phoned CS. They have opened the case. The gentleman I talked to said he didn’t think the buyer would send it back anyway, but he is giving her 5 calendar days to do so. I can call back on Nov 28 to have the case closed if nothing has been shipped. My concern is that if she ships she will automatically get the refund and eBay will take the money from me! I don’t understand that as the value in the book was its condition.
I told him I would be happy to give the buyer a $1 refund just to make her go away.
Oh, I paid for the label already through shippo. I had to upload that pretty much right away. I’ll have to figure out how to get that reimbursed next week I guess if it is not used.
@ga-8370 wrote:
@earth*presence wrote:Ok, phoned CS. They have opened the case.
The gentleman I talked to said he didn’t think the buyer would send it back anyway, but he is giving her 5 calendar days to do so. I can call back on Nov 28 to have the case closed if nothing has been shipped.
My concern is that if she ships she will automatically get the refund and eBay will take the money from me!
Hi @earth*presence, eBay lied to you: You buyer has the standard 10 calendar days, exactly 240 clock hours, from the hour and minute on Nov 18 when you the seller escalated the request into a case until the same hour and minute on Nov 28 to scan your Shippo label into the shipping stream. After that, eBay allows a few more days for transit.
And your concern will come true: Moments after tracking shows your item has been returned, eBay will force a refund from your reimbursement method; you won't have any time to inspect the return, unlike the 2 business days you'd have to lick your wounds if eBay did not step in it.
You are correct. I just called, and got another agent who stated the 10 calendar days. They didn’t say anything about the scanning the label in but did say that I will have the option to close the case on dec 2. Another 5 days of waiting. This is a problem for sellers.
And to close this out, you were correct the 240 hours passed with no comms from buyer, no shipment and eBay closed out the case automatically in my favour. I think I can still report the buyer so I will do that. If I can’t that’s ok, she’s blocked. God help anyone she buys from. Thanks everyone for your comments and guidance. I appreciate it greatly.
