Conflict with accepted return.

[topcornercollectibles]

A buyer wanted to return an item because of damage. I accepted the return. They/eBay have stated that a tracking number was uploaded, implying the return had been mailed.

The distance between us is about 1 hour of driving and should've arrived several days ago. Calling eBay CS confirmed no tracking was uploaded by the buyer and the advised me to escalate the case.

Later that evening I recieve an email stating I have 4 days to send them a label or risk losing the funds and the item. The CSR representative also wrote that they couldn't conclude if the item was damaged upon acceptance, even though the buyer uploaded photos in the case and acknowledged it in text.

CSR also stated that I didn't accept the return, which I did.

How is there such a disconnect between the case details and those who are making the decisions? They want me to send a shipping label for an item that has already been shipped. If the buyer mailed without tracking, the are taking the same risk I am as a seller shipping without a tracking number. Better yet, if the buyer falsified the return, what repercussions do they face?

This is a valuable sports card which already has a substantial amount of fraud in the category.

This only accelerates my shift to antique malls to sell my wares.

[topcornercollectibles]

This is the message I recieve from the people handling the case escalation.

It's the third message in the communication. First was with a woman named Geraldine. I responded to her email with the same details and screenshot posted as my original post in this thread. My response to Geraldine recieved a reply from a woman named Grace, who stated the card was a hockey jersey and made recommendations on how to sell clothing. I corrected Grace and reiterated the details of the case. That email was followed up by the following:

Thank you for contacting us back regarding the item you sold to "Buyer". As a seller myself, I know the importance of an immediate decision on this return request, rest assured that I will give you the right information and explain our return process.

I believe in you that you've done the right thing listing the item on eBay and that you have sent it without any problem. Upon review, I can see here that the case was open under "arrived damaged" and that was tagged under our Valid Return reason, that's why there is no option to decline the request since the system is designed for a specific policy.

Right now, we are not asking you to issue any refund to the buyer, but we are highly advising you to provide a return label to facilitate the return because this is just the way for us to see if the claim of your buyer is correct or not.

As a seller, you are the only one who can prove to us if the claim of your buyer is correct or not because you are the one who saw the item physically. As a seller also, you have an option to file a report against the buyer if you think that they are manipulating our return policy because eBay is also not tolerating this.

Once the item was return to you, no worries because that is not the end of the line. Here on eBay, we also have Seller Protection so if in case that you got the item, you have 2 business days to inspect it. Make sure to check if it's the same item you ship to them originally and check if the condition is the same. If there are any changes, kindly notify eBay back for us to help you further. The return request will remain open in order for you to have a continue communication with the buyer and to provide means of return.

I'm confident that I was able to explain to you our return process. Thank you for choosing eBay as your online marketplace. Keep safe and have a great day.

Sincerely,
Sharmine P.
eBay Customer Support


Ebay seems to recognize me as a hot potato or something.

I feel my only recourse is to act upon the idea this user is manipulating the return process.

[recped]

This is a really simple situation, I don't understand why you needed to contact eBay about it.

Buyer opens a Not As Described claim (damaged in transit). You need to accept the return and provide a return shipping label.

If you don't do that pronto, eBay will take over and they will simply refund the buyer without requiring a return.

[topcornercollectibles]

Thank you for responding. I can only assume you didn't open the attachment screenshot that shows the timeline of the return process.

Clearly states I accepted the return on January 26th. Clearly states they mailed the item on Feb 8th.

What do you suggest now?

[femmefan1946]

But did YOU send the return shipping label, or did the buyer do that?

Have you uploaded the tracking number to the Dispute (whoever bought the label)?

If the buyer bought the label, eBay doesn't automatically get the tracking number. They have to be told.

If you bought the label through eBay, they should have the tracking number, but it never hurts to give it to them anyway.

And if you bought the label but not through eBay (say from SnapShip /Canada Post or Shippo/USPS) eBay won't have the number until you tell it to them.

If the item was mailed on Feb. 8th, what does the tracking show as its last location?

[topcornercollectibles]

Thank you for your response.
The buyer did. There's no tracking number fixed to the case for the return. Which makes it all more confusing for me. The eBay CSRs have all said they can't see any tracking information, but can see the buyer acknowledged shipment.

Generally it would progress like, Label generated, item dropped off at PO, arrived at sorting facility, etc... But that is not the case.

The post office would also provide a receipt with a tracking number for pre paid labels when dropped off.

As of 6:45 PM the case is on pause waiting for them to provide additional details on the shipment.

[byto253]

As it is a return for an item not as described you have to pay the return shipping.  Accepting the return is step one, then you have to make arrangements to either send the buyer a label or pay their shipping costs.    Your screen shot says the buyer uploaded a tracking number, but Ebay indicates that a tracking number has not been uploaded.  There is no way then to know if it has been sent.  Tracking details are not proof of shipment and it could be made up numbers.  By not sending them a label or reaching out to pay for the return shipping, you are outside the Ebay procedure and risking your funds and goods.

In your shoes I would write to the buyer  through Ebay messaging that:

- you see on Ebay that a tracking number was uploaded,  and to please confirm if it has been shipped or not, what day it was shipped and who was it shipped with.  Also please confirm it was tracked, and if so  provide the tracking number or let you know if it was sent untracked. 

- if it has been sent to let you know how much the shipping cost them as you will reimburse them the cost - this is important in order for you to be compliant with Ebay rules. 

- Given the value, I would buy a label online from Canada Post snapship and upload it in returns and include in the message that in case the shipment had not been sent yet, to please use the attached label to do so.  If the label is not used you can cancel it online at Canada Post and get refunded.   

This is to make sure you are following the Ebay procedures and there is a clear record of it in order to remove risk.   Right now you have left the shipping arrangements and expense in the hands of the buyer, which exposes you to extreme risk as you are not following the Ebay return procedures.   The 4 day threat you got is the autobot kicking in, and it does not read messages.   Yes it is a pain and my suggestions may feel a bit extreme, but you are playing defence here to ensure the buyer is at fault if the rules are not followed.   Calls or emails to CRs will not matter in the end if it is found you were not inside the return procedures. 

I had a return for a $350US item last year where the US buyer would only ship if I sent a label, but he was in the US and I could not buy a USPS label through Ebay, so I followed Ebay's procedure and offered to pay the shipping cost up front.   I indicated that to him in a few messages and that this was the Ebay procedure which calls to Ebay had confirmed.   The phone rep said to wait as it was up to him to send the return by x date and if he did not the case would close in my favour.  I even asked if there was a risk of it being auto closed for the buyer if he did send a return, and was told no.   Low and behold, the autobot kicked in and closed in his favour.  But I called Ebay and they took one look at the messaging traffic, said that it was in error and immediately reversed it and refunded me the funds.    The key was outlining everything crystal clear in the messages.   

[topcornercollectibles]

Thank you for responding.

I will reach out and establish a more direct chain of messages regarding details of the return.

[femmefan1946]

This is a good example of how having a written communication and a transcript should be useful to both of you.

But it really does sound as if the buyer did not ship back the purchase and merely supplied a random number to you alone and not to eBay who might notice that.

Best wishes.