To close open return claim or not?

JustAnotherSaver

Bit of a new one to me this so not sure best way to proceed. Don't want to shoot myself in the foot and find out it does my claim some harm.

Every claim I've had where the seller provides returns label it's all been auto generated through eBay and when I post it off it seems to get auto tagged as being sent off complete with the tracker - job done.

This one I have going on now they provided a Royal Mail link that I was to copy and paste in to a browser which I could then print a label off once i'd filled out the relevant fields. It was sent yesterday and nothing has been updated as it being sent like normally happens.

I opened the claim last week some time and they took quite a while to respond, only a day or so off the time to close the claim. It says I can ask them to step in by 12 Aug and the request will stay open until 13 Sept.

Should I just leave it open and see what happens? Is there any way I can tag the thing as having been sent complete with the barcode or do I just respond to the claim with a picture of that maybe?

Obvious to you no doubt but never had it this way before myself.

soolin

Is there anywhere at all to add the bar code of the return label to the case? If not I’d give ebay a phone call as the seller just might be able to close it in their favour if it doesn’t show as returned, as a seller I certainly would be looking to get it closed at the first possible moment. 

MalMonroe

Just ask ebay to step in now. It's going to be open for a month now, from 12 August to 13 September so you can take action during that time. There's no need to phone them (usually a big headache at the best of times). Just ask them to step in now - by clicking the appropriate link on your eBay account. You will be advised what to do - or they will just take over. It isn't usually a big problem.

If you do everything as eBay requests, then you won't lose out. It's only when people decide to take their own action that things go awry. Just follow the process and you won't be out of pocket. No need to panic about getting it closed at the first possible moment.

soolin

MalMonroe said:

Just ask ebay to step in now. It's going to be open for a month now, from 12 August to 13 September so you can take action during that time. There's no need to phone them (usually a big headache at the best of times). Just ask them to step in now - by clicking the appropriate link on your eBay account. You will be advised what to do - or they will just take over. It isn't usually a big problem.

If you do everything as eBay requests, then you won't lose out. It's only when people decide to take their own action that things go awry. Just follow the process and you won't be out of pocket. No need to panic about getting it closed at the first possible moment.

I read this as if OP was the buyer and tomorrow is the last day before it can be escalated, maybe I mis read it? If OP is the buyer and the case can be escalated tomorrow (ie case has been open the 15 days or whatever time the buyer is given to return an item) then if it doesn’t show as returned seller can escalate and win the case. Item doesn’t have to arrive back with seller at escalation point, but it must show that a return has made. 

If I have read it correctly then OP needs to ensure the case reflects that item has been returned to stop seller escalating the case. 

I won a case as a seller back in January or February, buyer opened an SNAD case for a really daft reason, (doesn’t look as good as photo sort of thing) and was given a return label at my cost by ebay. After a couple of weeks (maybe 20 days, I lost count) ebay told me label had not been used and I could escalate at that point, I did so and it closed in my favour immediately and the cost of the label was returned to me. Buyer sent a couple of angry emails saying they couldn’t go out to post item as they were afraid of COVID and demanded I send a courier (for a 100g large letter item) but was unable to leave feedback as I had won the case. 

JustAnotherSaver

Sorry, didn't realise I'd have caused confusion with this. Let me try and clear it up with exact dates then.

I'M THE BUYER.

Item bought: 15-July

Return case initiated: 7-Aug

Now I know eyebrows are going to be raised here due to the gap between those dates. The item is work clothing and I didn't need it urgently so it actually took me that long to actually open it. Whether you believe that or not is your call. This is the internet and I understand it's often the norm to look for things that aren't there. I'm just explaining why the gap between those dates and leaving it to you whether you believe or not.

11-Aug seller responded.

It actually states in the claim...

Your request was sent on 07 Aug. If you had not agreed on a solution by 12 Aug, 2021, you can now ask us to step in and help.If you and your seller need more time to sort things out, your request will stay open until 13 Sep, 2021.

And that's where we're at. I'm struggling to find where I can enter a barcode number for returning the item.

EDIT: I'm also struggling to see where I can contact them. They seem to prefer to push you down the automated assistant route.

Moogles444

So it’s faulty? And you are returning?

soolin

JustAnotherSaver said:

Sorry, didn't realise I'd have caused confusion with this. Let me try and clear it up with exact dates then.

I'M THE BUYER.

Item bought: 15-July

Return case initiated: 7-Aug

Now I know eyebrows are going to be raised here due to the gap between those dates. The item is work clothing and I didn't need it urgently so it actually took me that long to actually open it. Whether you believe that or not is your call. This is the internet and I understand it's often the norm to look for things that aren't there. I'm just explaining why the gap between those dates and leaving it to you whether you believe or not.

11-Aug seller responded.

It actually states in the claim...

Your request was sent on 07 Aug. If you had not agreed on a solution by 12 Aug, 2021, you can now ask us to step in and help.If you and your seller need more time to sort things out, your request will stay open until 13 Sep, 2021.

And that's where we're at. I'm struggling to find where I can enter a barcode number for returning the item.

EDIT: I'm also struggling to see where I can contact them. They seem to prefer to push you down the automated assistant route.

Just try any variations on the help pages, usually going down a route along the lines of issues with your account soon brings up the phone number you need. With your time frame you should be well within the return time frame , I’m sure my buyer had weeks, but I always prefer to clarify things with ebay and would also prefer to see the return showing on your dispute.