Refunded Buyer. Buyer has not returned items

[styg090999]

Buyer complained to eBay that goods were not as described. I wanted more evidence but the buyer didn’t respond. EBay found in favour of the buyer and refunded the buyer in full. EBay conclude that the case is over, so won’t reply to my complaints. The buyer ignores my requests to return my goods. I expect eBay to make the buyer return my goods (apparently they are resellers, I suspect they’ve resold my items or lost them) or return my refund. What are my next options. 

[tressygirl]

If you did not respond to the case within 3 days,  that is,  if you did not send a paid tracked return label, then it looks like the buyer escalated the case,  eBay stepped in and forced the refund.

Cases are all automated and timed to the second , requiring immediate actions from the seller. 

When the case was opened,  it was not the time to ask for more details or query the case, as said, no human contact,  so it led to escalation and the refund.

@styg090999 

[arkwebus]

It really does not matter whether the goods are - or are not - faulty or not as described in some way it is what the buyer "says" that matters.  As said there is a very tight timescale.  You need to send the return label within 3 business days and when they return make a refund within a further 48 hours.  There is no real time to do any "investigation" even if you feel no fault.  EBay almost always finds for the buyer and if you do not do so it will step in.  Many sellers complain that this is harsh.

If you do not deal with things as eBay requires then you used to be given an account defect.  I guess that is the same with SD.   

@styg090999 

[john1297576]

If you look at your seller dashboard you can see if you have a defect and how it will seriously affect your account as a low volume seller.

[jckl1957]

If you don't supply a label for the buyer to return the items, and they ask Ebay to step in, then they are refunded from your money and Ebay tell them they don't need to return the item.

You do have a month to appeal but you don't seem to have any grounds to appeal.  Have a look here:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3...

Ebay can't make the buyer return the goods.

The best way forward with a return case is to always accept it, get the goods back and refund in full upon return.

Buyers are not expected to provide evidence to the seller and the time frame for accepting a case is fairly tight.