eBay return request

[astrorepair]

Hi,

I recently sold an AM4 Motherboard on eBay. I tested it was working numerous times before shipping it out and ensured it was packaged properly. The buyer previously bought another motherboard off me several weeks ago and had no issues.

They received the motherboard yesterday at around 10am. Today I've logged in to see that a return request has been made for the recent board I sold. 

I'm trying to find the reason for the request but can't find one. When I try view it, I get the following message: 

"We took care of this return for you

You don't need to refund the buyer, and you will not receive the item back. Thanks for trusting Simple Delivery."

I looked in my inbox and see the following updates:

1st message: 

"We appreciate you trying to work things out with the buyer. They've asked us to step in and help resolve their return request, so we're going to take a look at the details of their case and decide what the next steps should be.

You can expect an update from us within 48 hours. There's nothing you need to do right now but, if you have questions, you can contact us. Thanks for your understanding."

2nd message: 

"We're contacting you about a return request your buyer opened for ASUS PRIME B550M-A WIFI AM4 AMD Motherboard. This order was processed through Simple Delivery, so we handled the return on your behalf.

You don't need to take any action and you won't be charged for this refund. We're contacting you about a return request your buyer opened for ASUS PRIME B550M-A WIFI AM4 AMD Motherboard.

This order was processed through Simple Delivery, so we handled the return on your behalf. You don't need to take any action and you won't be charged for this refund

If you have any questions, please reach out. We’re here to help."

Both these messages in my inbox were sent at the same time today (basically 30mins ago), so it was handled almost instantly. I can't find out why a return request was made.

I'm a new seller, so not sure what this means. Not sure why I wasn't given enough time to respond and why I can't seem to find the reason for the request.

[hlloyd83]

Admittedly I've not read all post.

EBay had an issue this morning with orders not showing. Possibly after the fix system is trying to catch up. Not sure.

[astrorepair]

At https://www.ebay.co.uk/sh/ord/return I see it show under "Closed returns".  Clicking "See details" here navigates to the "We took care of this return for you" page.

At https://www.ebay.co.uk/sh/resolutions I see it show with status "Awaiting decision". Clicking on "See details" goes to a "The case is pending

Hang on, we're still reviewing your case.  We'll be in touch with you soon." page. 

I have no further emails asking me to provide a return label or perform any action for that matter. All I received was those 2 emails 2mins apart. Before this, there was nothing either. I've checked both on my emails and via eBay itself. 

[astrorepair]

I guess my main concern is if eBay really did refund the buyer, do they deduct the funds from your eBay balance? The funds for the sale itself is still pending because the case is still open. Does this get taken by eBay since they issued a refund? 

They say I won't get the item back, so if I lose both the item and the funds, that'd really suck. Not too bothered by the return request itself, just concerned I will lose both the funds and the item (since they did say I won't get it back). I feel I should at least get the item back. 

[4_bathrooms]

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@astrorepair wrote:

At https://www.ebay.co.uk/sh/ord/return I see it show under "Closed returns".  Clicking "See details" here navigates to the "We took care of this return for you" page.

At https://www.ebay.co.uk/sh/resolutions I see it show with status "Awaiting decision". Clicking on "See details" goes to a "The case is pending

Hang on, we're still reviewing your case.  We'll be in touch with you soon." page. 

---

Are you sure they are one and the same case? When you click "see details" there will be either a "Return ID" or a "Case ID" on the right-hand side of the details page. Are both of these ID numbers the same?

[astrorepair]

The IDs are different. 

[4_bathrooms]

A buyer should not be able to open more than one return request per transaction; are both cases definitely for the same item?

Again on the right-hand side what does it state under "Return reason" for both the closed and the still open case?

[astrorepair]

Yes, it's for the same item.

Under Case ID, the reason says "The item doesn't match the description in your listing.".

On the "Closed Returns" page, it says "Reason: Arrived damaged".

[4_bathrooms]

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@astrorepair wrote:

Yes, it's for the same item.

Under Case ID, the reason says "The item doesn't match the description in your listing.".

On the "Closed Returns" page, it says "Reason: Arrived damaged".

---

Under Simple Delivery if the buyer selects "Arrived damaged" as the return reason eBay are responsible for refunding the buyer; this explains the message about you not being responsible for the refund. The other case - where it states "The item doesn't match the description in your listing" - would be treated as a seller fault. The buyer should not have been able to open two return cases so eBay's customer services must have gotten involved at some point; probably at the buyer's request.

In the case that states "Arrived damaged" as the reason there should be a "Return details" link at the bottom of the right-hand side. If you click that link does it state "Refund received" or anything similar?

[astrorepair]

On the "Closed Returns" page where I see the "Reason: Arrived damaged" message, I see a "See details" option under the "Action" field. If I click this "See details" link, it just goes to the "We took care of this return for you" page. 

I am in the Seller Hub. To view the "Closed Returns" page where I see the message: I 1st go to Orders > Click Returns > Set filter to "Closed Returns" where this case appears. 

[4_bathrooms]

If you view the case history in the still open case what does it state under "See details"?

It sounds to me like one of the cases was opened by the buyer, the buyer contacted eBay then eBay have opened another case in its place. As mentioned it should not have been possible for the buyer to open two MBG return cases against the same transaction so something strange is going on. 

[roger_roger_over_and_nowt]

If simple delivery is used and buyer claims damaged in transit Ebay refund and seller keeps original payment.

If buyer claims damaged/faulty the seller has to supply returns label and refund in full upon return or just refund with no return.

What's happened here though is anybody's guess.

[cjw99]

does the buyer have to prove it's damaged?  what if they just say its damaged (when it's not) , they'll get a refund and keep the undamaged item

[astrorepair]

If I click "See details" on the opened case. It leads to a "The case is pending" page. There's a history page too. It shows the following under that:

4 Mar

The case opened

4 Mar

Buyer requested a return

"damaged pcie slot also deep scratches on ram slots clips "

So are there 2 cases? Guess that's why it's confusing me. 

[4_bathrooms]

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@astrorepair wrote:

So are there 2 cases? Guess that's why it's confusing me. 

---

I suspect the buyer has been refunded by eBay in the course of the "Arrived damaged" case but because there is a separate "The item doesn't match the description in your listing" case that is still open your funds are on hold. Hopefully whoever is reviewing the latter will see the other case, realise the buyer has already been refunded and close the case with no impact to you.

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

[sml192]

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@4_bathrooms wrote

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

---

Strictly speaking it isn't two separate cases.  In eBay terminology, one is a 'Return request' and the other is an actual/formal 'Case' (although most people generally refer to both as a 'case'), hence the separate ID numbers.  A 'Return request' doesn't become an actual 'Case' until such time as either party escalates to eBay or, as in this instance, the buyer appeals the outcome of the 'Return request'.  

What is interesting and concerning here is that:

1.  The buyer had cause to appeal the original decision implying that they didn't actually receive a full refund from eBay (there have been some reports previously of eBay only issuing partial refunds for items damaged in transit where Simple Delivery was used so presumably that is what has happened here);

2.  The fact that the reason for the return has been changed from 'Arrived damaged' to 'Item doesn't match the description in your listing' (which wouldn't normally be possible implying that the buyer must have actually spoken to someone at eBay in order for that change to have bern made).

[astrorepair]

In the "Manage Returns" page, it shows "approximately £55" under the "Refund" header. That's what the buyer paid for the board. So doesn't that mean he should've got the full refund? 

I suppose I just need to wait for eBay to review the case now. When I was messaging the buyer earlier on, he did tell me to "accept the return and provide a returns label as per ebay rules" yet I do not see any option to accept the return or provide a returns label.

All this would've been solved a lot quicker if the buyer just contacted me 1st. Now it seems like I can't do anything until eBay finish the review.

[jefftopman]

I think they bought it knowing it was sent by Simple Delivery and were wise to the fact that they could claim it was damaged and keep what was no doubt a working motherboard and receive a full refund from eBay. At least you did not have to refund. The SD system is open to abuse.

[astrorepair]

UPDATE:

Just received a response from eBay.  Case is now closed with the following:

"We've reviewed your case and have decided to issue the buyer a refund of £55.00 without any impact to you.

This case is now closed. You aren't required to reimburse the buyer or eBay and this case will not be counted in your seller performance evaluation."

I also see the funds have now been released to me.

So sounds like it should be sorted out now?

[lucy_farmer]

I think it's finished... 

I'd now reply to your buyer's messages with something along the lines of :  " I can see you've received a refund so don't worry about return labels etc. You're all sorted 😁"

Then *they* know that *you* know they've got their money back and you won't be sending them a (another) refund!

[4_bathrooms]

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@sml192 wrote:

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@4_bathrooms wrote

This is the first time I've ever known two eBay INAD cases to be opened against the same transaction. For obvious reasons it shouldn't be possible.

---

Strictly speaking it isn't two separate cases.  In eBay terminology, one is a 'Return request' and the other is an actual/formal 'Case' (although most people generally refer to both as a 'case'), hence the separate ID numbers.  A 'Return request' doesn't become an actual 'Case' until such time as either party escalates to eBay or, as in this instance, the buyer appeals the outcome of the 'Return request'.  

---

I had a look through my emails for returns as I knew I had one just over a year ago where a buyer "asked eBay to step in". The "Return ID" and "Case ID" are separate but the Case ID is recorded against the Return ID. Within eBay there is only one request/return case; the OP appears to have had two return requests recorded against the same transaction for different reasons - one was in "open requests and disputes" the other was in "closed requests and disputes".

@astrorepair - can you kindly confirm if you now have two separate return requests with different return reasons and Return IDs on this page? 

If what I think happened has happened it could a worrying development for Simple Delivery.