Seller level - cases closed

[selectcomponents]

Hi, 

Please does anyone have any advice on  - Cases closed without seller resolution?

I am looking to dispute them to have them removed due to customers not contacting me directly in the first instance.

I have gone from top rated seller to below standard, which as you can imagine is affecting my sales. (due to 3 cases closed without seller resolution) - which I have resolved and credited accordingly obviously for returns received.

Any advice would be greatly appreciated as I am unable to get in touch with ebay.

Thank you

[arkwebus]

There is absolutely no requirement for buyers to contact the seller in advance.  All refunds must be dealt with through eBay.

The correct scheme is that if the buyer feels the item is faulty or not as described they open a case within 30 days and that notifies the seller and eBay.  Within 4 days the seller sends a label at their cost through eBay to return the item and when returned refunds in full through eBay.  The details are on most listings.  EBay nearly always finds for the buyer and the process is quick and probably automatic.  As a business seller you have a generous policy [60 days] for  returns "for any [other] reason" and the system is the same except that the buyer pays the postage.

We have seen many tales where when a buyer "contacted the seller" the seller came up with excuses or said that he would only refund if the buyer closed the case.  Then [and you are probably ahead of me] did not refund and the buyer could not - of course - open another case.

@selectcomponents 

[jckl1957]

Even if the buyers didn't contact you directly, they obviously did open cases which you then failed to deal with - when the buyer goes to Ebay and asks them to step in and resolve a case because you have not refunded for a missing item, or supplied a return label for a faulty item in a timely fashion - those are cases that are closed without seller resolution, i.e. Ebay has to step in because the seller doesn't deal with it.

Buyers do not have to contact you.

They don't have to respond to messages.

Sellers are expected to deal with returns and other issues promptly and professionally.

I doubt your appeals will succeed.

[red_magpie]

It isn't clear why these cases closed without seller resolution?

Whether or not buyers contact you first, the clock only starts ticking from the time they open a return request or money back guarantee case. Provided you respond and action a return within the time limits it shouldn't be classed as closing without resolution.

Are you perhaps disputing these returns, or failing to send a prepaid return label if required? Any situation where eBay has to step in to resolve a problem will be counted as closing without seller resolution.