topic Re: Automatic Case Closure - Ongoing Account Issue in Selling

Automatic Case Closure - Ongoing Account Issue

clemsgear — Tue, 05 Dec 2023 22:47:32 GMT

Hi eBay Community and Help Desk,

I have been selling on eBay for 5 years+, I have had an ongoing issue with my account where return cases are automatically closed against me within minutes by the system. This then marks an automatic defect against my account. I have no problems with solving returns, however I'm often not given the chance to do so, as the system automatically closes the cases.

The following is not regarding a specific case, this is regarding ongoing automatic case closure system errors for my account. I couldn't find any helpful examples or other people that have had this issue.

After having the automatic defects removed, I have contacted agents over the years to review my account itself and have been given variations of the explanation that my account has a 'suspension' against it .

This was the most recent explanation from an agent 'Dipayan' received today
"I have checked the details and can see that your account got suspended due to which the refund claim got closed automatically with a refund as you were not covered for any transactions."

Despite all of this, I've sold 19k items and I cannot recall a time where my account was suspended and/or my selling has been stopped, so I'm confused as to what is happening. I have 100% feedback, a very very low return rate (0.46% 12 of 2,587 transactions) with 7500+ active listings. Usually I'm told I'll be contacted again regarding my account within 48-72 hours with a resolution, but I never am.

My concern is that as I scale larger, multiple automatic closures may stack up and my account itself could encounter more issues as I'm not given the chance to resolve the cases manually.

Could I please ask if someone from the eBay team can check the back end of my account and resolve this? I've run out of options as I'm constantly transferred to another agent and then told I'll hear back within 48-72hours, but am yet to hear back about this specific issue. I would like to be able to solve my returns manually. I'm on eBay Australia.

Thank you

Re: Automatic Case Closure - Ongoing Account Issue

sandypebbles — Tue, 05 Dec 2023 22:51:17 GMT

You might be better off contacting eBay again and politely insisting with speaking to a supervisor

Someone from eBay may or may not read your post (it's a member to member forum and it seems very random as to who gets contacting by eBay and who does'nt)

The 48-72 hours thing is just a stock standard copy and paste reply from a pre-written script that the majority of people will get from base level cs

Re: Automatic Case Closure - Ongoing Account Issue

cam-2793 — Wed, 06 Dec 2023 07:11:46 GMT

Is it possible that at some time in the past you set up automated returns?? https://www.ebay.com.au/rtn/Return/AdvancedRule

although I can't see how that would result in defects on your account.

I hope you can get it sorted although eBay chat don't seem to be able to handle anything non standard that they don't have a script for!

Re: Automatic Case Closure - Ongoing Account Issue

cam-2793 — Wed, 06 Dec 2023 07:18:10 GMT

From eBay help pages:

If you have enabled the option to add an RMA (return authorisation number), we won't accept returns automatically on your behalf.

Add rma here, down the bottom of the page https://www.ebay.com.au/rtn/Return/SellerRules.

Might provide a "work around"???

Re: Automatic Case Closure - Ongoing Account Issue

gutterpunkz05 — Wed, 06 Dec 2023 07:37:31 GMT

It seems you offer free 30 day returns, for all 7600 listings, so any request for return within 30 days of delivery

will be automatically accepted, as the buyer does not need any reason for the return request.

While it will be logged as a return, I don't think it actually contributes to the defect %

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Thu, 07 Dec 2023 01:22:40 GMT

Hi!

Yes I have tried many times and have had no luck, hopefully a member of the team can see this post and get in touch directly. Am familiar with the standard copy paste reply.

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Thu, 07 Dec 2023 01:29:59 GMT

Hi Cam!

Yes I'm familiar with the advanced return rules and use them as part of my business procedures.

The issue is not the returns aspect, it is more so pertaining to the automatic case closure by the system. It seems that the returns cases are being accepted, then closed automatically and transaction defects are being marked against my account without offering me a chance to review the case (or original transaction) in the first place.

I have had no issues with returns themselves or the customers, its purely the system/an account issue which I haven't been able to find a solution for, and as mentioned above, whenever I do get transferred to the appropriate team I'm told they'll have a solution for me in 48-72 hours and I never hear back.

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Thu, 07 Dec 2023 01:34:36 GMT

Hi!

Thank you for your reply, I appreciate it! Yes I'm familiar with returns and offer 60 day returns on some of the listings also.

The automatic accepting of returns is not an issue, it's the automatic case following the return which opens and then automatically closes with a transaction defect for 'Cases closed without seller resolution'. (the automatic closure of the case following the return, not the return itself).

I then have to contact customer service agents for them to say, 'we've removed the defect' when I haven't been given the option to review the case to begin with. In other words, I'm trying to provide the seller resolution manually but the system is closing the cases automatically.

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Thu, 07 Dec 2023 01:45:52 GMT

Hi Cam!

Thank you for this, this is potentially a good temporary solve but I'm not sure if it will fix the underlying issue.

If my account has a block or 'suspension' on it in the back end, manually solving the returns themselves won't change the 'automatic case closures' that are happening.

Adding the RMA means manually approving returns, whereas I'm trying to address the automatic case closure and the transaction defect for 'case closed without seller resolution' issue.

Right now the system is closing the cases automatically and marking transaction defects without allowing me anytime to review the cases to begin with.

Re: Automatic Case Closure - Ongoing Account Issue

gutterpunkz05 — Thu, 07 Dec 2023 02:18:29 GMT

Strange, I would assume an auto return in accordance with your terms, would count as resolved by seller.

Re: Automatic Case Closure - Ongoing Account Issue

twyngwyn — Thu, 07 Dec 2023 02:29:46 GMT

If you have done everything here: How to handle a return request as a seller | eBay

I would be tempted to call out eBay on their own policies

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Thu, 07 Dec 2023 23:14:55 GMT

The auto returns go through no worries at all (no defects on those), it's when the criteria outside of the auto returns goes through and a case gets opened and it automatically closes that my account receives the defects for.

Definitely a bit of a confusing one, but hopefully someone will see this and have a solution/reach out

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Fri, 08 Dec 2023 00:45:31 GMT

AN UPDATE: 8 DEC 2023

Have just received correspondence via inbox from the eBay social and community team.

"Hello

We recently came across your post in the eBay Community regarding your concerns about the ongoing account issue related to "Automatic Case Closure." We apologise for the inconvenience you experienced and want to assure you that we are dedicated to providing the necessary assistance and support. We would also like to congratulate you on being one of our Top Rated Sellers.

Upon seeing your post, we quickly forwarded your concerns to the appropriate team and reviewed your account. We have removed any restrictions and want to assure you that you are eligible for our Seller's Protection Program. Any claims opened against you should not be automatically closed. If you encounter this issue again, please contact us immediately.

We have also checked your recent correspondence with us and are pleased to see that we resolved your concerns about the removal of the defect yesterday.

To learn more about Seller Protections, you can visit the following link:

https://www.ebay.com.au/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=Seller%20Pro&lucenceai=lucenceai&docId=HELP1267#section5

We wish you continued success in your business.

Best regards,

Shiela | AU Social & Community Team

eBay Australia & New Zealand

Am unsure as to whether the issue has been fixed yet (as I can't see the back end of my account) but will post an update the next time I get a return that exists outside of my automated rules to see if the issue has been solved. My current return rate is 0.46% (12 of 2,581 transactions) and I don't get a lot of returns in general but if/when I get another I'll reply to this thread.

Thank you to everyone that posted on here and replied, I appreciate it a lot 🙂

Re: Automatic Case Closure - Ongoing Account Issue

clemsgear — Fri, 08 Dec 2023 00:48:55 GMT

Hi twyngwyn

No issues with the policies, as mentioned above the returns are not an issue, it was just the automatic case cancellation that was happening in the back end of the account (a system error or something similar).

Have just posted an update 🙂 Hopefully it has been resolved, will review if/when I get another return that exists outside of my automated return settings.

Kind regards