How do I close a return request when buyer wants to keep the item but won't close the return request

[bluebell.62]

Buyer opened a return request on 20th August stating that the pictures, he'd purchased, arrived damaged and not as described. I replied same day asking for pictures of the damage and why they were disputing my description. Buyer replied that he now wanted to keep the pictures. No pictures of damage or why he thought my description did not match the pictures was provided. I replied that if he was now going to keep the pictures, could he close the case. Two days later I again requested that he close the case. No reply. I've contacted ebay on several occasions and have been given different dates when the case will automatically close down. The latest date given was 19th September. Case still open. Any ideas what I have to do to get this case closed. Thanks  

[**peaseblossom**]

Nothing you can do.   You just have to wait for it to expire.    It usually takes a bit longer than it says.

[*vyolla*]

It's usually 3 business days from the given date.

[sml192]

A return request will close 21 business days after the date it is opened if there is no activety:

'We'll keep your report open for 21 business days. After that, if there's been no activity, we'll assume everything is sorted out and close it. Once a case is closed, it can't be reopened.' 

You do need to bear in mind that the buyer will still have the option to' Ask eBay to step in and help' once 3 full business days, from the date the return request was opened, have elapsed. 

[podlingsmum2007]

Did you accept the return and supply a label? If the buyer doesn't return it the case will close anyway as others have said.

[teeaagguue_37]

once the return expires if not returned it will close automatically 

[bluebell.62]

Hello

Thank you for your assistance. 

As stated the return request was opened on 20th August. 21 days from that would be 19th September, as a previous agent informed me. The case is still open. Can you give me an exact date as to when the case will close?

Many thanks

Anne

[bluebell.62]

Hi

No, I didn't supply a return label as the buyer didn't supply proof that the item was damaged nor why he thought my description of the pictures was incorrect. Instead he replied stating that he had decided to keep the pictures. To which I asked him to close the return case (twice) which he hasn't done.

I guess I'll just have to wait until ebay decide to close it.

Thank you for your assistance.

Anne

[the-nutwood-collection]

Did the buyer open a Not As Described case?  If so, you must supply a return label.  The buyer does not have to supply proof of the damage and the lack of proof cannot be used by the seller as a reason not to send a label.

If it is a NAD case, the buyer can escalate after three days, receive a refund and keep the item.  Therefore, if it is NAD, select the option to send an eBay label.  You will be charged for the label but, if it isn't used, you will be refunded.

If it's a NAD, act quickly to send the label,  Otherwise you may lose your money and the item.  If it's a normal buyer remorse return i.e. 'Didn't like it', then you don't have to send a label and the case will time out of the item isn't returned.