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.

[mam98031]

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@myangelandmyprincess wrote:

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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.

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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.

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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.  

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I think we just have a simple misunderstanding here.  Jen didn't say that the claim auto escalates and if my post seemed to mean that, I'm sorry as we know that is not accurate.  So sorry if my post added some confusion to the subject at hand.

FYI when a Request is in the Request stage, there is no closing it in the buyer's favor or the seller's favor.  It just either closes because the buyer and seller have resolved the matter or it gets closed out because it was 30+ days after the opening so it times out or at some point the buyer decided not to move forward with the Request.

The only time closing in the buyer's favor or in the seller's favor come into play is if it is escalated to a claim [to Ebay].  Then it matters how the Claim is closed.

[mam98031]

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@orangehound wrote:

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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.

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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.

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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.

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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.

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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.

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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.

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That may be due to a low dollar value of the item, however that is hard to say since we don't have all the info surrounding the other SNAD you refer to.  Taking the comment out of context may make it seem to be something it isn't intended to be.  But again, hard to say without the whole story.

[myangelandmyprincess]

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@mam98031 wrote:

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@myangelandmyprincess wrote:

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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.  

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I think we just have a simple misunderstanding here.  Jen didn't say that the claim auto escalates and if my post seemed to mean that, I'm sorry as we know that is not accurate.  So sorry if my post added some confusion to the subject at hand.

FYI when a Request is in the Request stage, there is no closing it in the buyer's favor or the seller's favor.  It just either closes because the buyer and seller have resolved the matter or it gets closed out because it was 30+ days after the opening so it times out or at some point the buyer decided not to move forward with the Request.

The only time closing in the buyer's favor or in the seller's favor come into play is if it is escalated to a claim [to Ebay].  Then it matters how the Claim is closed.

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Yes there is definitely confusion here. I was quoting Jens post to say this I agree with this post and adding to it because orangehound has also said in the post she quoted that eBay would auto escalate.   So I was saying what she said was correctand adding to it that the information orangehound gave about auto escalating was also wrong 

[missjen831]

Just a general response but here’s a currently thread where the case was escalated and the buyer was instructed to return the item https://community.ebay.com/t5/Shipping-Returns/HOW-CAN-EBAY-SIDE-WITH-THIS-BUYER/m-p/28787253#M24839...

[mam98031]

I understood what you were saying and why you said it, but like I said, taking a sentence out of context isn't necessarily a fair thing to do.  Without sharing the particulars on the case in which Jen posted the other statement, it just isn't accurate to try and apply it to this thread.  It may or may not pertain is all I'm saying.  IDK as I don't know anything about why she posted that statement on another thread.

[myangelandmyprincess]

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@mam98031 wrote:

I understood what you were saying and why you said it, but like I said, taking a sentence out of context isn't necessarily a fair thing to do.  Without sharing the particulars on the case in which Jen posted the other statement, it just isn't accurate to try and apply it to this thread.  It may or may not pertain is all I'm saying.  IDK as I don't know anything about why she posted that statement on another thread.

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I think there is still some misunderstanding here.  I didn’t quote anything out of another thread that Jen said.  I responded to her on this thread agreeing to what she said about how escalating cases doesn’t always result in seller having to refund without a return.   The post she responded to by orangehound had further misinformation about eBay auto escalating cases that don’t get to responded to so I also addressed and corrected that information that orangehound had posted stating they don’t get auto escalated since it hasn’t been corrected by any other posters yet I felt it needed addressed as well.  Sorry for any confusion but I really don’t know what you’re talking about with quoting from another thread or out of context. So I’m still confused myself ha 

[myangelandmyprincess]

Rereading orangehound quoting something jen said from another thread and took it out of context.  So either you weren’t addessing me in the last post or misunderstood who said what.  Either way I agree it’s unfair to take that out of context.  Jen likely said that out of caution for seller who was going to escalate because escalating does give the risk of a refund without a return.  But her saying that in no way implies that orangehounds statement of that’s how it always happens incorrect.  Definitely something taken out of context. Jen and I generally seem to agree on things on here and I’m agreeing with her on this as well.  Hopefully I haven’t confused and offended her as well 😞

[missjen831]

Hey no worries, nobody has offended me here! I think I may have worded something wrong which caused some confusion and if so, I apologize! When I am posting from my phone, I tend to either leave out words or add words that should not be there so maybe that’s what happened! Anyway I think we are all on the same page here, an escalated SNAD does not always result in an immediate refund, it is ALWAYS possible but not always the end result!