topic Re: Refund in Seller Central

Refund

luiza_13 — Thu, 19 Mar 2026 09:46:55 GMT

Worst custoemer services experience.
I sold an item and the buyer received the item on 16th February. On 18th March he opened a request for a refund. EBay allowed him and when I contacted them about the fact the refund was after 30 days, first the use the excuse ‘estimated delivered date’ which was on 23Feb and not the actual delivery date (16th February) When I challenged this and I wanted to open a complaint, a manger named Adam was very rude and he said he calculated and the buyer did not exceed the 30 days and hang up the call while I was taking. The 30 days period I has been exceeded
Is anything else that I can do ?
thanks for your help!

Re: Refund

jckl1957 — Thu, 19 Mar 2026 09:54:14 GMT

The claim date has not been exceeded - there are exactly 30 days between 16th Feb and 18th March so they were actually just in time.

You need to deal with the buyer's request.

Re: Refund

tressygirl — Thu, 19 Mar 2026 09:54:32 GMT

You are a Private seller so did you use Simple Delivery postage?

What was the refund for , you didn't say, if for item not received / damaged in transit, under SD rules eBay pay for this refund, and you get to keep the payout.

If this was a case for item not as described, I do understand your argument that it was opened after 30 days, this is still possible, but the buyer cannot escalate, so a refund cannot ( should not ) be made.

Are you sure the refund money has left your eBay Balance or bank account back up source? As said, cases can be opened after 30 days, but no refunds will follow, it cannot be escalated.

@luiza_13

Re: Refund

department28 — Thu, 19 Mar 2026 11:52:37 GMT

Unfortunately, it sounds like they were just in time to open a request, so you probably don't have much choice but to accept the return - depending on the reason the buyer has given for wanting a refund.

Or has the buyer been automatically refunded, and they have been allowed to keep the item?

If you need any further advice, pop back here with more details about the situation, & someone will probably be able to help.

Re: Refund

luiza_13 — Thu, 19 Mar 2026 12:16:21 GMT

No really on time - if you count the 16th of Feb as the 1st day, the period time is exceeded. Btw the eBay customer service people refused to answer my question - how they counted the days and is the 16th Feb is the 1st day.

Re: Refund

luiza_13 — Thu, 19 Mar 2026 12:16:42 GMT

Re: Refund

therenewalworkshopltd — Thu, 19 Mar 2026 13:10:26 GMT

Whether you think that is right or not, is frankly immaterial.
The buyer has been within the 30 days according to the dates you gave.
If you continue to fight it all, you are going to be out of pocket for the payment and you won't get the item back. So you might as well get it sorted out instead of complaining.

Re: Refund

luiza_13 — Thu, 19 Mar 2026 13:23:49 GMT

Thanks!
it’s more about the way I was treated by EBay Customer service. They first used a different calculation for the 30 days using the estimated delivery time which was longer than the actual delivery date. After that that said it was within 30 days ( this is only if you don’t count the 16th as the first day ) the way manger spoke what totally unprofessional and unacceptable, and not answering any of my questions

Re: Refund

luiza_13 — Thu, 19 Mar 2026 13:25:56 GMT

Thanks!
it’s more about the way I was treated by EBay Customer service. They first used a different calculation for the 30 days using the estimated delivery time which was longer than the actual delivery date. After that the said it was within 30 ( this is valid if you don’t calculate the 16th as a first day ) and way manger spoke what totally unprofessional and unacceptable, and not answering any of my questions

Re: Refund

department28 — Thu, 19 Mar 2026 13:48:19 GMT

It doesn't sound like Customer Services handled this very competently, or politely. It ought to have been a relatively easy situation to explain, and to ensure you were satisfied that the return was definitely made in time - and what you would need to do next.

Personally, I do think 30 days is a long time for a buyer to be allowed to keep an item - and it is rather inconsiderate behaviour to leave it until the very last minute to start a return, unless it is due to genuinely unavoidable circumstances.

Re: Refund

sml192 — Thu, 19 Mar 2026 15:40:29 GMT

@luiza_13 wrote:
No really on time - if you count the 16th of Feb as the 1st day, the period time is exceeded. Btw the eBay customer service people refused to answer my question - how they counted the days and is the 16th Feb is the 1st day.

The day of delivery isn't counted. It's 30 days after the date of delivery:

Actions & time frames for "not as described" returns

Action

Time frame

The buyer requests a return

Start a return request

Latest:

30 calendar days after the estimated or actual delivery date or within the seller's stated returns window, whichever is longer

Re: Refund

therenewalworkshopltd — Thu, 19 Mar 2026 16:11:24 GMT

And how exactly is it that you know that this is not "genuinely unavoidable circumstances"?
Your making assumptions!

It's not really very unfair at all. It's a reasonable period to review the product and if it's a gift for instance, you have to wait until it's given etc, before it's even opened and checked properly. And that's just one circumstance that I can think of offhand.
But then if it where a business, they are liable for a lot longer than 30 days, depending on the actual product. ie. at least 6 months!
So if you think about that, then see your 30 days, is it really that bad?

As to a customer leaving it until the last minute, it's hardly unusual. People forget to do things, then they are racing around at the last minute to get it sorted! Whilst it can be a right pain for sellers, it is what it is.

Re: Refund

department28 — Thu, 19 Mar 2026 23:34:08 GMT

'And how exactly is it that you know that this is not "genuinely unavoidable circumstances"?
You're making assumptions!'

Yes, it was more of a generalisation, as we have no idea why this particular buyer left it until the last day to open a request. As you say, there are indeed legitimate reasons why someone might keep an item for 30 days - and this buyer's reason may well have been genuine, rather than suspect. Or they might be one of those naturally disorganised people who leave such things to the last minute... or just plain inconsiderate/unthinking etc.

Whatever the reason, no seller appreciates a return request opened on Day 30... 🙄

Perhaps the OP could let us know if they were satisfied with the reason given, despite the unfortunate experience with CS, and the understandable frustration of the situation, believing it was too late for a return.