Tracking return request

[mindmyownbusiness]

A buyer had a SNAD return request approved when I asked ebay to "step in and help".  Where and when will I, as the seller, see the tracking number for the return label ebay issued to the the buyer? 

The case status in MyeBay and the resolution center says, "Awaiting other member's response"  Further, at case details there is no mention of the 5 day return deadline, in number of days or in date.  The case details says only:

We asked the buyer to return the item for a refund.

In the past I remember it saying something like  "We've asked the buyer to send the item by June 5."  Was the buyer informed of the return deadline?

Thank you.

[gkyn29]

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@mindmyownbusiness wrote:

A buyer had a SNAD return request approved when I asked ebay to "step in and help".  Where and when will I, as the seller, see the tracking number for the return label ebay issued to the the buyer? 

The case status in MyeBay and the resolution center says, "Awaiting other member's response"  Further, at case details there is no mention of the 5 day return deadline, in number of days or in date.  The case details says only:

We asked the buyer to return the item for a refund.

In the past I remember it saying something like  "We've asked the buyer to send the item by June 5."  Was the buyer informed of the return deadline?

Thank you.

---

1) Did you accept the default return shipping label created by ebay or did you elect to make your own? Unless you made it yourself, I don't think that tracking number ever shows up.

2) On return details, it shows the status. If it shows return started, but item shipped is not green, then the buyer has not yet put the item in the mail.

3) If return started is green, then yes, the borrower was informed of the return.

Honestly, based on what you have provided, it sounds like you are asking the buyer to return the item on their dollar.

[gkyn29]

Here is a screenshot of my current return where I had ebay make the label. You can use it to compare.

[mindmyownbusiness]

Thank you for your quick response.  I answer your questions in the folowing. However,  I think you may have missed the gist of my question was how do I know the tracking number of the return and the deadline for the return.  This was a SNAD, which I did not approve, that I escalated to ebay, and that ebay approved.  I'm not bucking paying the return.  I do not think the item will be returned in a timely manner, hence my questions.  Is your response, ,  "I don't think the tracking number ever shows up [for an ebay issued label]?

I find that surpriseing. Without the tracking number how will I know if the item was mailed within the 5 days?  How does the buyer know they only have 5 days?

1) Did you accept the default return shipping label created by ebay or did you elect to make your own? Unless you made it yourself, I don't think that tracking number ever shows up.

•   There was no choices given.  I asked for ebay to step in.  I was informed of the decision.  As I stated, ebay message says they asked the buyer to return the item.
• My question is how/when is the tracking number and deadline for return mailing shown? 

2) On return details, it shows the status. If it shows return started, but item shipped is not green, then the buyer has not yet put the item in the mail.

• In the resolution center screen, under status it says "awaiting buyer's action".  There is no where that says item shipped.
• On the return details page it says: 

We asked the buyer to return the item for a refund.

When the tracking details show that the item is delivered, we’ll refund the buyer. As a result, we'll either debit your PayPal account or charge your reimbursement payment method. This case will not affect your seller performance.

There is no "status" or "item shipped".

3) If return started is green, then yes, the borrower was informed of the return.

• See above. I do not see  "returned started" anywhere.

Honestly, based on what you have provided, it sounds like you are asking the buyer to return the item on their dollar.

No.  As stated, I could not work things out with the buyer and asked ebay to step in.  It was they who approved the return.  Somewhere,  in a message maybe, but also just by policy, I'll be billed for the postage.

[hafoster]

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@mindmyownbusiness wrote:

A buyer had a SNAD return request approved when I asked ebay to "step in and help".

The case status in MyeBay and the resolution center says,

"Awaiting other member's response" 

Further, at case details there is no mention of the 5 day return deadline, in number of days or in date.  The case details says only:

We asked the buyer to return the item for a refund.

In the past I remember it saying something like 

"We've asked the buyer to send the item by June 5." 

Was the buyer informed of the return deadline?

---

That's because, this time, you forced eBay to step in it.

Hence the difference.

@mindmyownbusiness

Yes, the buyer was informed, and has 10 clock days (240 hours) --

starting the minute eBay issued the return label --

to get tracking* started.

*and this time, you don't get to see the tracking number before delivery

[mindmyownbusiness]

Thank you. That is helpful, I don't see that screen. I did not accept the return. Ebay did and I accept eBay's decision, assuming the item is returned timely - hence my question.

[mindmyownbusiness]

Thank you.  Why 10 days and not 5?  That is too much time IMO.  Can you quote or direct me to where ebay says the 5 days became 10 because I escalated? Knowing they would be given more time would have affected my decision to escalate.

[mindmyownbusiness]

@hafoster

"Yes, the buyer was informed, and has 10 clock days (240 hours) --

 starting the minute eBay issued the return label --"

This contradicts ebay policy at https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

eBay Money Back Guarantee timelines>Item not as described.4th bullet:

"The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. "

Although, I doubt it is 5 days "from the date  of the return request", since as much as 3 days to work it out and as much as 48 hours for ebay decision, leaving one day to make the return.

[missjen831]

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@mindmyownbusiness wrote:

@hafoster

"Yes, the buyer was informed, and has 10 clock days (240 hours) --

 starting the minute eBay issued the return label --"

This contradicts ebay policy at https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

eBay Money Back Guarantee timelines>Item not as described.4th bullet:

"The buyer must ship the item back to the seller within 5 business days from when the buyer starts the return. "

Although, I doubt it is 5 days "from the date  of the return request", since as much as 3 days to work it out and as much as 48 hours for ebay decision, leaving one day to make the return.

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It’s 5 business days from when the return request is accepted.

[hafoster]

There's only manifestations of that internal policy.

http://community.ebay.com/t5/7/9/qaq-p/24956575

Dec. 28: A return request initiated ⇒ eBay forced a return

Please remember to submit your tracking information by Jan 07, 2016. ⇒ 10 calendar days later

ebay has a 5 day window to show tracking listed here on their site but then will say that they have 10 days when you call to get the return stopped on the 6th day.

http://community.ebay.com/t5/7/9/m-p/25238144#M173461

[hafoster]

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@mindmyownbusiness wrote:

Thank you.  Why 10 days and not 5?

Knowing they would be given more time would have affected my decision to escalate. 

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Notice that you now have 2 different case numbers:

1. For the return return request, which closed,

and 2. for the escalated* case opened.

@mindmyownbusiness

They are separate cases, each with its own timeline.

*eBay calls this a CPS case, a holdover from the previous system

[hafoster]

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@mindmyownbusiness wrote:

Can you quote or direct me to where ebay says the 5 days became 10 because I escalated?

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Answering everyone still asking for proof --

that eBay allows 10 days for an escalated return:

Sep 30, 2015 6:59:14 PM

submit your tracking information by Oct 10, 2015 ⇒ 10 calendar days later

https://community.ebay.com/t5/7/9/qaq-p/24561492

Sep Tue 13, 2016 11:16 am

submit your tracking information by Sep 23, 2016 ⇒ 10 calendar days later

https://antiqueradios.com/forums/viewtopic.php?p=2570987#p2570987

Feb 27, 2017 11:23:09 AM

submit your tracking information by Mar 09, 2017 ⇒ 10 calendar days later

https://community.ebay.com/t5/7/9/qaq-p/26674261

I asked ebay to step in on the 4th

submit your tracking information by May 14, 2018 ⇒ 10 calendar days later

https://community.ebay.com/t5/7/9/m-p/28452688#M237801

[mindmyownbusiness]

Hafoster - Thank you for sticking with me. 

I'm writing now to close the loop for others looking for information about the return process.

Background:  I had escalated a return request when the buyer complained my item was flawed, but attached a photo as proof that was not my item.  I escalated choosing "couldn't work things out with buyer." As everyone had predicted, within an hour of escalating, Ebay decided the case in the buyer's favor. At least ebay told the buyer to return the item (although on my dime) and ebay also stated explicitly there would be no defect for the case.

This Question:  This thread was my asking how I could find the tracking number for the return and what was the deadline for the return.  There was no information about tracking or deadline in the resolution center or case details. 

Solution: 

1. I found the tracking number by logging on to the USPS site "informed delivery" screen.  The label had been issued but was still unused.
2. Hafoster showed by several case examples, that following case escalation, the buyer had 10 days to return the item, not the 5 days stated in ebay help pages.
3. That the 10 days is correct was further proven when in my case, on the 10th day following the ebay decision, ebay closed the return themselves due to inactivity and released the hold that had been placed on the PayPal funds.

Thank you to all, especially to my partner, who lost sleep over this and did all the legwork.