Buyer starts return while item is still in transit
Hello, this strange situation has come up where the buyer purchased a product, started a return request (incidentally not even waiting for delivery) because they no longer needed the item, and then, following an agreement we later reached, now wants to cancel it BUT can’t do it!
First of all, I wonder why eBay allows return requests to be started for items in transit (it will be delivered shortly), and then denies the ability to close them?? Do I now have to stay with the funds blocked until automatic closure, or will the option to cancel it become available sooner or later?
10 comments
strap_hub
OP3 years agoThanks everyone for the prompt replies. Following some clarifications about the item’s specifications, the buyer told me that once he receives the item he will keep it anyway, and that he wants to close the case (opened previously by “mistake,” if you will), but he can’t do it, or at least not yet.
Is he doing something wrong, or is it normal that he still can’t close it?
marioelegio
·3 years agoHe’s wrong. Send him this help page: https://www.ebay.it/help/buying/returns-items-not-received-refunds-buyers/restituisci-un-oggetto-cambio-di-un-rimborso?id=4041&st=7#section6
To cancel a return request:
hi
mario
heavenwelkin
·3 years agoOnly the buyer can close the open request, this is the process they need to follow:
Cancel a return request
1-Go to your Purchase History and find the item.
2-Select View request details from the More actions drop-down menu.
3-Select Close your request and choose the reason from the drop-down menu.
Kind regards.
heavenwelkin
·3 years agoanyway the official help link is this:
https://www.ebay.it/help/buying/returns-refunds/restituisci-un-oggetto-cambio-di-un-rimborso?id=4041#section6
go to section 6 in the menu on the left under Cancel a request
actar80
·3 years agoWas the buyer able to cancel the return request? Did you send him the menus the other users recommended?
strap_hub
OP3 years agoHello again everyone, I’ve only just found time to reply. So, the buyer tried to close it as I said, but (and he provided me with screenshots) on the "Return details" page the only thing he can do is "Buy return label" or "Mark as shipped", he doesn’t have any other buttons, unless they’re particularly hidden and we can’t see them.
Why is canceling something here on eBay always so cumbersome...
heavenwelkin
·3 years agoThere should be the dispute closure button; the buyer can decide at any time and for any reason that they no longer want to return the item and therefore no longer want to continue with the dispute.
Then if anything has changed in the meantime, I wouldn’t know........
Kind regards.
marioelegio
·3 years agoThe return case was opened by mistake by the buyer.
In the same way that he opened it, he can also close it (but I wouldn’t do that).
The buyer on eBay can’t cancel the order; if you agree, he can return the item to you at his own expense (using the procedure he has already opened) and you, once you’ve received the item back, refund him in full.
You’ll lose the shipping costs and very likely you’ll have to advance the refund, but at least you’ll be at ease against possible spurious claims of non-conformity.
hi
mario
heavenwelkin
·3 years agoAnyway, it also depends on you, on how you want to handle the case.
According to ebay rules, the buyer must provide proof of shipment and enter the tracking code.
During the return case, you can also eventually close it with a partial refund to the buyer as soon as he refuses the item and it comes back to you.
In any case, the funds will remain blocked (unless they have already been credited to your account) and you will have to advance the partial refund yourself.
Kind regards.
heavenwelkin
·3 years agoGood evening luiwatch
the buyer:
A) realized that he no longer wanted the item after it was shipped.
B) considering that the return was at his expense, by doing so he does not pay the reshipping costs since refusing the package should be included in the initial shipping cost.
In any case, what the buyer did was wrong; he should have asked for cancellation before the item was shipped.
If he opened a return case but tracking shows that he did not pick up the item, the case will certainly be closed in your favor and for ebay the buyer loses money and the item.
Once the case is closed, you may be able to reach an agreement with the buyer for a partial refund minus the shipping costs you incurred.
Regarding the funds, they will be blocked until the case is closed.
Kind regards.