Once case is opened the buyer has how many days to return?

[Eric]

So my buyer opens a case saying item is defective. I accept the return. I remember Ryanne saying on one of the podcasts that the buyer has 5 days to return the item. At that point you can call have the case closed if they didn’t start the return? Can anyone confirm that? I can’t quite remember what was said.
Thanks
-Eric

[Jay]

Yes, if the buyer opens a case and doesnt put in the item in the mail within five days, you can get eBay to close the case. See the link below. It doesnt explicitly say this, but it does mention the 5 day time frame.

http://pages.ebay.com/seller-center/faq/returns.html#m22_tb_a1__15

What if a buyer doesn’t return an item after I’ve already processed their refund?
When you process a return request, we recommend that you wait to refund your buyer after the item has been returned to you and you’ve inspected it. Note: Buyers are instructed to ship their original items back to you within 5 business days of opening the request. If you do refund the buyer before an item is returned to you and not see that the item has shipped after 5 days, contact the buyer. If you can’t resolve the issue with the buyer, ask eBay to step in and help.

[Eric]

Thanks Jay. I’m going to assume that it’s 5 days and not 5 business days.

[Retro Treasures WV]

It is most definitely 5 business days. If you go into your returns center and click on the details for the return, there will be a line at the top stating something like “We have asked the buyer to mail the item no later than (insert date here).” That date is 5 business days after you accepted the return.

[Jay]

Correct. The message I pasted says “Buyers are instructed to ship their original items back to you within 5 business days of opening the request. “.

You actually have to call eBay to have the return closed. There is no automatic closing with a push of a button. But its worth the call to get it done.

[Retro Treasures WV]

I currently have a pending return on a $200 item. Buyer said it didn’t work, and I didn’t test the function that they say isn’t working because I didn’t have an accessory required to test it. I believe them and want them to get their money back, but they didn’t respond to my message and they haven’t mailed it.
Today is their last day and I’m conflicted if I should reach out yet again or just let it expire and close the case tomorrow. I just know their ability to communicate will magically be repaired within minutes of the case being closed.

What would you guys do in this case? I think I’m going to send them a reminder so my conscience will be cleared.

EDIT: Message sent and I feel a lot better. I would have felt like such a scumbag if I closed the case without messaging one last time. My greed to hold onto that $200 almost got the best of me!

• This reply was modified 9 years, 4 months ago by Retro Treasures WV. Reason: added an update

[Eric]

Good for you. For me it depends. If their message is nice I tend to be more compassionate. Other times if they are rude at me I’m less likely to be lenient. My biggest pet peeve is WHEN THEY USE ALL CAPS IN THEIR MESSAGE TO SHOW THAT THEY ARE VERY UPSET AND ARE YELLING AT YOU! lol

[Jay]

If a buyer is nice and communicating clearly, we’ll always bend over backwards. We always give time to ship back, pay later, give partial refunds etc.

But for buyers who enter the room angry, we just go by ebay’s rules.

[Cancan]

So, for a return that was opened Saturday, Jan. 14, when can it be closed? Monday, Jan. 23? Or would it be the 24th? (Because of MLK Day.) Thanks!

(I’m perturbed — I don’t take returns, but a buyer on 1/14 opened a return for a dress she bought on 11/21. It was NWT and she opened a SNAD saying it was used and smells. How much do you want to bet she wore it for the holidays and decided to get her money back?)

[Ryanne]

i think it would be Jan 23rd, but you could try calling on Friday and see if they’ll close it.

[Tina F]

I just had a return case closed today the 22nd. They were suppose to ship it back by the 20th. I just got a message from them stating I should be receiving the jeans Monday but they didnt upload tracking to the return. I guess it is up to me now whether or not to refund. Since the case is closed I’m wondering how to go about refunding them. I guess refund through paypal and sit on hold with ebay to have them credit my final value fees? Such a hassle.

[Ryanne]

yes it’s up to you to do a refund. if you refund them (if they are actually shipped back), you can call ebay to get your FVF back, just have them check the paypal transaction to see that you refunded your buyer.

[Author]

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