What happens if seller doesn't accept return by deadline?

[gencas365]

I received a defective item. I'm willing to accept a replacement, but there was no option for a replacement when I opened the return case. I guess a seller has to set up their account or post with replacement as an option? Anyway, the lack of that option seems to be making this case a bit more difficult. I opened the return case yesterday and was told that August 1st is when I can ask ebay to step in if I need to. The seller has already responded. Let's say we're just two busy people and we're chatting back and forth through August 1st. Let's say we still don't need ebay's help at that time, and the return has still not been officially accepted. Does ebay penalize the seller for not accepting the return within 5 days?

I'm just trying to understand what happens on the seller's end. Officially accepting a return automatically refunds a buyer once the item is shipped and marked as delivered, and that's not what I want. I also don't want the seller penalized for not officially accepting the return yet as we work this out, or be able to use potential penalization as an excuse to ask me to close the case without me receiving a replacement or refund yet.

[mycarolinavintage]

When and how did the seller respond? ebay takes their deadlines seriously. If you lolly gag and miss the deadlines, you may end up with no resolve and no refund.  Please make all your communications with the seller through the messages so you have records.

Here is ebay's policy on returns. Once you start a return, the seller has 3 business days to resolve your issue. If your problem isn't solved at the end of those 3 days, you can ask us to step in and help.

...................................................

energy flows where attention goes

[gencas365]

The seller responded quickly, and all communication has been through the return case. I spoke with an ebay rep and they can see all the messages we've sent. Things have been happening quickly, but we've got the weekend and shipping times to factor into all this. The fact that we're dealing with options not designed to work with a replacement case makes things a bit more difficult. The policy you quoted still leaves me with the same question. I understand that once that time passes I CAN ask ebay to step in, but what happens to the seller if we haven't finished resolving our issue by then, and I don't want ebay's help yet? I'm trying to figure out if we're free to do things on our own for the 30 days we have until the return expires or if that freedom only comes after a seller accepts a return, bearing in mind again that the seller can't officially accept the return in this case without some kind of refund being issued, which is not what I'm after at this point.

[mam98031]

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

I would just encourage your seller to resolve whatever the hang up is.  Busy or not, your seller needs to be responsive to you in a timely fashion.  I understand you are working well together and I hope that continues.  But I would suggest to ask your seller to wrap things up so you can move on.

[elitefashions12-0]

I would ask the seller to accept the return in the time frame allowed otherwise they will receive a defect, they can then ship the replacement out to you.

[myangelandmyprincess]

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@elitefashions12-0 wrote:
I would ask the seller to accept the return in the time frame allowed otherwise they will receive a defect, they can then ship the replacement out to you.

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it should only be a defect if the OP were to escalate the case.  without the case escalating they can continue to discuss. 

OP you should however be aware that some sellers use this as a stall tactic DO NOT get pushed back past the 30 days before the case closes out.  Escalate before the 30 days are up.

[orangehound]

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

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The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

[mam98031]

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

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I respect that you disagree, but I do not agree with you as well.  In my experience, if Ebay allows the buyer to keep the item without returning it to the seller, then Ebay foots the bill.  That usually only happens on low dollar value items.

But I respect that you may have had an experience different than mine as Ebay is not always consistant in how they apply rules.

[buyselljack2016]

What I have seen when dealing with a similar situation is the the "date to resolve" "seller respond" changed as we messaged.

EDIT: I want to add that that was done in the return request case messaging.

[orangehound]

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@mam98031 wrote:

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

---

I respect that you disagree, but I do not agree with you as well.  In my experience, if Ebay allows the buyer to keep the item without returning it to the seller, then Ebay foots the bill.  That usually only happens on low dollar value items.

But I respect that you may have had an experience different than mine as Ebay is not always consistant in how they apply rules.

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It is not my experience (only).  It is everyone's experience.  eBay changed their internal return policies in the Fall of 2017 ... it has caused much chaos.

[mam98031]

We disagree.

[missjen831]

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

---

This is actually incorrect. Ebay does NOT always issue an immediate refund when a request is escalated. That is NOT how the MBG works. Depending on the circumstances, SOMETIMES the buyer is refunded without a return which is why the MBG says a refund may be issued and a return not required when the seller either doesn't pay for return shipping or refuses to accept the return. More often then not, ebay issues a return label not a refund.

[missjen831]

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@orangehound wrote:

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@mam98031 wrote:

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

---

I respect that you disagree, but I do not agree with you as well.  In my experience, if Ebay allows the buyer to keep the item without returning it to the seller, then Ebay foots the bill.  That usually only happens on low dollar value items.

But I respect that you may have had an experience different than mine as Ebay is not always consistant in how they apply rules.

---

It is not my experience (only).  It is everyone's experience.  eBay changed their internal return policies in the Fall of 2017 ... it has caused much chaos.

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This is factually incorrect and there are multiple threads and experiences from 2018 that disprove this, ebay did NOT change their internal return policies last year.

[myangelandmyprincess]

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@missjen831 wrote:

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

---

This is actually incorrect. Ebay does NOT always issue an immediate refund when a request is escalated. That is NOT how the MBG works. Depending on the circumstances, SOMETIMES the buyer is refunded without a return which is why the MBG says a refund may be issued and a return not required when the seller either doesn't pay for return shipping or refuses to accept the return. More often then not, ebay issues a return label not a refund.

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What she said.  And along with that it doesn’t escalate on its own after so long.  It sounds like the August first date is the soonest the OP can escalate if they choose to.  If the op doesn’t escalate before the 30 days the cases closes out in the sellers favor.  

[orangehound]

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@missjen831 wrote:

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@orangehound wrote:

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@mam98031 wrote:

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@orangehound wrote:

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@mam98031 wrote:

If you were to escalate the Request to Ebay on August 1st, what would most likely happen is that Ebay would rule in your favor, issue you a return label at the sellers expense, you would have 5 business days to get it in the mail, once the tracking showed the seller received the item, your refund would be issued.  Or if it is a low dollar value item, Ebay may say keep it and refund you in full.  But if you escalate the claim, that does affect your seller's stats on Ebay.  If they get too many of those, it can cause them problems with Ebay.

---

The text in blue is not how eBay operates with a Money Back Guarantee claim.  If the case is escalated and rules in the buyer's favor (which they will):

1. eBay immediately refunds the buyer for original purchase price plus shipping, taking money from the seller's account (if there is sufficient balance).
2. The seller still must pay eBay fees and PayPal fees.
3. The buyer is not required to ship the item back.
4. The seller is penalized with a selling defect.

A seller should never, ever, want a claim to be escalated ... it is nothing but bad. 

Finally, I believe that a claim automatically escalates after a period of time.  It may be the August 1 date originally presented as a part of the MBG claim, but it may also be a few days after the last communication from the buyer.

---

I respect that you disagree, but I do not agree with you as well.  In my experience, if Ebay allows the buyer to keep the item without returning it to the seller, then Ebay foots the bill.  That usually only happens on low dollar value items.

But I respect that you may have had an experience different than mine as Ebay is not always consistant in how they apply rules.

---

It is not my experience (only).  It is everyone's experience.  eBay changed their internal return policies in the Fall of 2017 ... it has caused much chaos.

---

This is factually incorrect and there are multiple threads and experiences from 2018 that disprove this, ebay did NOT change their internal return policies last year.

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@missjen831, somebody is confused (granted, it may be me) ... but, just a few months ago you wrote:

Since its an SNAD and you flat out refused to accept the return, ebay will most likely side with the buyer and make you refund them & let them keep the item. 

Now, you are saying this doesn't happen?  This thread is discussing (a) a SNAD with the possibility that (b) the buyer doesn't approve/accept the return.  Now, honestly, I haven't seen a thread suggesting eBay handles it with a return.  It might happen, but I haven't seen it.  More to the point, I've had two false MBG's escalated and both were handled as I described above.