- This topic has 9 replies, 8 voices, and was last updated 4 years, 7 months ago by
.
-
Posts
-
-
I just wanted to share an exchange I had with an eBay rep via chat.
A buyer wanted to return a wallet (“just didn’t like it”) and it’s been more than a month without shipping it back. Three days ago was the deadline for the return per the return details on eBay’s website — which would have been 30 days — but I wasn’t able to close it. So I contacted a rep. Below is the confusing but ultimately clarified (?) information.Buyers have less opportunities to return items in the current environment. For this reason, we are not closing return requests early. The request will expire if the buyer does not ship their item back. Nothing to worry because we already noted this and this won’t affect your seller performance and account
Buyer’s have 21 days to return or ship the item back once seller response to their request.
I completely understaand you are concerned about this. The return was opened last May 6. Return will expire on the 35 days.
The buyer has 21 days to ship the item back, but if buyer can’t ship teh item due to the pandemic, return will expire on the 35 days. Return is on its 32 days now.
-
-
-
-
-
What is really confusing is that the return details stated the deadline was June 5, but I was unable to close the return. I contacted eBay on June 8, when they said the window was 21 days and then in the same conversation said it was 35 days — June 11. They did not say business days, but the representative’s first language was not English. I’ll just try again tomorrow.
I’m good with the longer return window due to the pandemic. What is disappointing is the waste of time and confusion with the misinformation all over the place.
I wonder what the buyer thinks/was told the window is??? Maybe they will mail the item back tomorrow, since that’s (apparently?) their last day. We shall see.
Stay safe, everyone.
-
It’s 21 business days.
And damn, I was hyped to check out eBay’s chat feature, but it was even worse than phone support when it comes to circular logic and total nonsense ruling.
My situation: Buyer opened a request on April 10th. I believe sometime mid-May I should have been able to close the case, but I waited until May 23rd to ask eBay to close it. A case was created and immediately closed in favor of the buyer. They were then given another return label and allowed another 21 days to return it.
The CSR I chatted with said the buyer never got a shipping label the first time and that I should have checked to make sure they got it. Nonsense – my returns are free and automated. I even have a message from eBay clarifying that the return was automatically accepted and a label was given. Later, they said the case should have closed automatically because the buyer didn’t use the shipping label they got when the return first opened, but because I escalated the case they were given the extension. So did the buyer get a label the first time or not? I swear, these CSRs expect you to have the memory of a goldfish.
Just to confirm the CSR wasn’t paying attention, I asked what I should do in the future if a return isn’t automatically closed after the window closed. “Escalate it.”
Summary:
* Escalating a return case will close it, but also give the buyer an extension (?)
* eBay’s return system randomly doesn’t give return labels to buyers and it’s our job to send return labels ourselves, despite that not being an option for sellers and the entire process being automated to begin with.
What, you’re telling me that doesn’t make sense to you? It’s a whole line of new logic/reasoning called “eBay logic” that will be taught on every college campus come fall 2020. eBay Logic 101, taught by Prof. IndySales.
-
Yikes – that’s crazy. Wish I had heard about this before I completed that long ebay seller survey I got a few days ago. If it were me, I would contact the ebay facebook people to complain. But there’s also plenty to be said about just moving on.
Just be sure not to charge for your ebay logic course! LOL.
-
-
-
Related to the topics of returns, once a return has been open for about a month, the tracking number seems to disappear from all screens. This may be a problem now that buyers have extra time to return items so I’d recommend copying that tracking number into your notes in case you have to prove that the item was never returned. (This shouldn’t be necessary but I read about a case online where a seller was asked to provide the return tracking number to prove their case.).
I currently have a return that was opened on April 21st. I still don’t have a way to close it. It’s 36 business days since it was opened by my calculation.
-
- You must be logged in to reply to this topic.