Returns - no response

[snowflake555]

Customer placed return claim claiming item doesn't work/is defective. I've helped him fix it and now he's got another issue. There's absolutely nothing wrong with the item the customer is just not tech savvy.  I've given him suggestions on what to do and is now ignoring my messages. He has the item and eBay are holding my money but not helping me, it seems like they take the customers side even though I'm in the right. How do I resolve this without me losing out? 

[tressygirl · Accepted solution]

You will lose out if this buyer does not close this open case soon,  and escalates,  then a full refund is forced.

You have 3 days to sort the issue out if a case for item not as described is opened, otherwise the buyer can escalate and claim a full refund.

I see another issue has arisen that you are helping them with,  but as long as they do not escalate,  the case will time out in 30 days.

You could ask them to close the case,  hopefully they are tech savvy enough to find the resolution centre,  and their case there to close.

[snowflake555 · Accepted solution]

Thanks for replying. I have sent several messages asking if he needs further help and if it’s ok to close the case down now. I’m just getting no responses from them at all. You mentioned the case will time out in 30 days - does that mean Ebay will Close the case and I’ll get my money? The customer couldn’t download an app on his phone which I helped him on but now he’s saying he can’t connect to Alexa, the item works but as I said he needs technical help which I'm trying to do but can't do much if he doesn't respond to my messages. I have an option for eBay to step in, is that going to do me any favours or waste of time? It mentions if they can favour the customer and it will look bad on my sellers ratings, which is completely unfair, but I'm worried that Ebay seems to take the buyers side and provide them with a lot of rights which I understand but completely unfair for the seller in my case where I'm in the right. Thanks 

[tressygirl · Accepted solution]

Yes, as long as the case is opened the money is held, in case of the need to refund. Once the case is closed , or times out after the 30 day period, money will be released to you.

[snowflake555 · Accepted solution]

Thank you, I’ll continue to message him and see if can resolve sooner but at least I know by 30 days they’ll close or down and I won’t lose out. 3 more weeks which is annoying but hopefully he’ll reply and says he’s all good with it. Thanks again

[tressygirl · Accepted solution]

You're very welcome.