topic Re: Seller asking me to close return request in Buying

Seller asking me to close return request

vicadelaide — Sat, 10 Jan 2015 11:01:38 GMT

Hi All!

I recently bought an item for which the seller offers returns. On arrival, I realised the item was not fit for purpose and I went to contact the seller about it but instead of the "contact seller" button, I saw the "request return" button and clicked that. The seller has since replied asking for more information (not yet agreeing to a refund) and asking me to close the return request so they can "communicate with me more quickly and easily".

I don't know how this new system works yet and I'm concerned if I close the return request I may be losing my right to open an "item not as described" case later on.

What are people's thoughts?

Thanks in advance!

Re: Seller asking me to close return request

bjmonty28 — Sat, 10 Jan 2015 11:23:08 GMT

go straight into your paypal and open a dispute ! Too easy !

Re: Seller asking me to close return request

lyndal1838 — Sat, 10 Jan 2015 11:33:19 GMT

If you have already initiated an ebay dispute you cannot now change to a paypal dispute.

Sorry vicadelaide, I have never done an ebay dispute so I am not much help but I would assume that it is the same as a paypal dispute in that if you close it you cannot reopen it at a later date.

Dont do anything until other posters can confirm that though.

Re: Seller asking me to close return request

vicadelaide — Sat, 10 Jan 2015 11:59:15 GMT

I have just tried that. Paypal says I can't open a Paypal dispute now because I've opened an eBay dispute. 😞

Re: Seller asking me to close return request

mark.wooba — Sat, 10 Jan 2015 12:57:02 GMT

Do NOT close the eBay dispute in order to open a PP dispute. You'll be unable to open the PP dispute and you cannot reopen the eBay one either, once closed. The seller could be trying to trick you.

Re: Seller asking me to close return request

i-love-my-sheep — Sat, 10 Jan 2015 13:46:20 GMT

Do not under any circumstances close the case until you have resolution. As mentioned, once it's closed, it's game over. If the seller is being difficult, he will cease all communication if you close the case. I'll put a years wages on it. He is trying to pull a swifty on you.

Re: Seller asking me to close return request

curraone — Sat, 10 Jan 2015 21:01:00 GMT

@vicadelaide wrote:
Hi All!

I recently bought an item for which the seller offers returns. On arrival, I realised the item was not fit for purpose and I went to contact the seller about it but instead of the "contact seller" button, I saw the "request return" button and clicked that. The seller has since replied asking for more information (not yet agreeing to a refund) and asking me to close the return request so they can "communicate with me more quickly and easily".

I don't know how this new system works yet and I'm concerned if I close the return request I may be losing my right to open an "item not as described" case later on.

What are people's thoughts?

Thanks in advance!

from the seller's point of view he might be a little peeved that you selected the "return" button, instead of just emailing him. I realise that it is the way ebay has set it up, but a straight email in the first instance would be the way to go.

However, now that the return screen has been initiated, do not close the return request.

Provide the information the seller has asked for, and it may be able to be resolved peacefully.

Re: Seller asking me to close return request

vicadelaide — Sun, 11 Jan 2015 01:07:24 GMT

Yeah, as a seller myself, I realise now that I probably should have just emailed first, but it's not as though I opened a dispute... I just a saw that they offered a return and there was a "return your item" button.

I wish eBay wouldn't change things!

Alright, I'll just have to politely tell them that no, I won't be closing the request.

Re: Seller asking me to close return request

curraone — Sun, 11 Jan 2015 05:05:31 GMT

Yes, the new changes are a nightmare for sellers. Buyers don't realise that a seller is automatically given a defect, and they are very hard to appeal.

Policy overview

Most sales go smoothly, and by following selling best practices you can increase the chances your buyer has a great experience and comes back to buy from you again.

Occasionally there may be an issue with a transaction. When certain transaction problems occur, we show them as defects in your Seller Dashboard. They're included in your transaction defect rate, which is the percentage of your transactions that have defects.

Preventing defects results in higher buyer satisfaction, more repeat customers and more sales for you.

This policy outlines when we will remove defects from your performance evaluation and any related Feedback from your Feedback profile.

Learn more about seller performance standards.

What is a defect?

A defect occurs when a part of a transaction doesn't match what the seller described or promised in the listing.

A transaction has a defect when one or more of the following occurs:

Detailed seller rating of 1, 2 or 3 for Item as described
Detailed seller rating of 1 for Postage time
Negative or neutral Feedback
Return initiated for a reason that indicates the item was not as described
An eBay Money Back Guarantee request or PayPal Buyer Protection case opened for an item not received or an item not as described
Transaction cancellation by the seller when the item was out of stock, or sold to another buyer

It would be much simpler if that default button was removed and replaced with the original CONTACT THE SELLER button.

Re: Seller asking me to close return request

lane-ends — Sun, 11 Jan 2015 10:05:12 GMT

To be honest once you go down that route for first contact sellers gets a defect whether they resolved it or not. Ebay have in effect taken away a sellers incentive to provide good service.

It is easy to understand as soon as this happens it ruffles a sellers feathers.

Doesn't matter whether your issue is valid, a misunderstanding or not. Seller gets no room to work that out with you. He gets a defect and has to refund, or it goes to ebay intervention who will refund. even if you are just mistaken or even making it up.

The new system simply triggers a defensive response in sellers

Re: Seller asking me to close return request

vicadelaide — Tue, 13 Jan 2015 04:30:18 GMT

UPDATE:

Well, I contacted the seller and said I was sorry for having opened a request rather than just contacting them, I hadn't realised the implications, but now that it was open I couldn't close it.

I gave them all the information re the product they asked for and needed.

They wrote an epic and semi-nonsensical rant back saying they couldn't process a refund if I wouldn't close the request, and saying "we just need a little cooperation form your side".

Long story short, I discovered that after 3 days, you can escalate a request to a claim, hich I did, and within 15 minutes eBay sent me a full refund.

I don't feel bad about clicking the return button anymore, that seller was a jerk.

Re: Seller asking me to close return request

bjmonty28 — Tue, 13 Jan 2015 06:21:26 GMT

Thanks for the update OP.

The seller tried testinig you, if you had have cancelled the return request in eBay you wouldnt have been able to get your money back./

Is eBay asking you to return the item or what?

Re: Seller asking me to close return request

trebs36 — Fri, 16 Sep 2022 07:52:59 GMT

Dear all,

Much the same issue for me - I purchased and received a not working led globe and was surprised to see a return button option, seemed all too easy. Printed off the return label and shipped it back but it seems the seller left the return package at the post office for 3 days and it's still there.

When I emailed the seller he was evasive but finally said he would refund me but I needed to close my return request because "we found that your payment is now frozen due to the return request on ebay". Thanks to this community I did not close the request but went to ebay 'Help' and found out how to check the status of my return request. I clicked a take action link on the return request and was immediately advised that the case had been decided in my favor and I would be refunded in 3 days.

Yes I do realise the implications for sellers with this new refund policy that ebay is widely advertising. It must be a nightmare for sellers who are forced to refund eg if a clothing item does not fit a person.

Re: Seller asking me to close return request

davewil1964 — Fri, 16 Sep 2022 08:15:25 GMT

MBG didn't exist when this thread was relevant. As you acknowledged when you used 'new' in a thread from 2015

Re: Seller asking me to close return request

kh-stanley1 — Fri, 16 Sep 2022 10:01:02 GMT

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.