Quick Question

A_Frayed_Knot

Hi, When responding to a return request, and it states - please respond by (date), does that mean midnight the day before or on the actual date stated. 
A buyer is claiming not as described or as photos - completely untrue, so I emailed them asking them to open a case with correct reason, (which of course would mean - they pay the postage) and has actually admitted she "Presumed" even though description and 9 photos - all show, what she is claiming was not stated !!!  So I'm waiting to the last minute on this one.  Some dishonest people about !!!  

Sorry - not so quick as went on a rant 

Spoonie_Turtle

Has the buyer opened a case?  If so you need to phone eBay to get it closed in your favour, since the messages will show the buyer is at fault not you.

A_Frayed_Knot

Yes, has opened a case.  But thought ebay always sides with buyer.

Spoonie_Turtle

A_Frayed_Knot said:

Yes, has opened a case.  But thought ebay always sides with buyer.

They do unless there's a compelling reason not to - like having evidence showing actually they're wrong and the item matches what was listed.  Not matching their imagination is entirely different!

I'm sure I've seen it said before that cases are X number of days to the hour (kind of like how auctions end at a set time rather than midnight 7 days later).

Was it a SNAD case?  To my knowledge they can't close it then open a different kind of case (such as change of mind).  Phoning eBay is your best bet.

A_Frayed_Knot

Just called ebay - they said - do nothing and when buyer contacts ebay, they will investigate and find description and all 9 photos show they received what was photographed and described.  Buyer actually had a cheek to send a photo of the item - which showed the exact same as in my photos. Here's hoping everything goes well, don't want a hit on my account.

A_Frayed_Knot

Update - case was to be responded by 26th oct - but I only sent a message to buyer - since then - nothing has happened,  do I now just wait until time runs out or how do I get case closed ?  E bay did say that case would be closed in my favour if buyer escalated case and any negative feedback left, to call them and it would be removed.

soolin

A_Frayed_Knot said:

Update - case was to be responded by 26th oct - but I only sent a message to buyer - since then - nothing has happened,  do I now just wait until time runs out or how do I get case closed ?  E bay did say that case would be closed in my favour if buyer escalated case and any negative feedback left, to call them and it would be removed.

Personally I would not believe CS they tell you anything to get you off the phone. I would phone them today urgently and get them to close the case whilst you are on the phone, otherwise I suspect it will be closed against you and they will apologise for giving you the wrong information. 

GadgetGuru

soolin said:

Personally I would not believe CS they tell you anything to get you off the phone. I would phone them today urgently and get them to close the case whilst you are on the phone, otherwise I suspect it will be closed against you and they will apologise for giving you the wrong information. 

100% this ^

A_Frayed_Knot

Thanks to both of you - will do this now.

A_Frayed_Knot

A_Frayed_Knot said:

Thanks to both of you - will do this now.

Ok, easier said than done - have been trying to contact by phone, but keep getting "chat" which will not put me through to an "agent" or get them to call me - which happened the first time when they said "do nothing"  The Chat keeps stating that ebay has not been asked to step in on the case.  Do I need to do this, rather than the buyer?

A_Frayed_Knot

Anyone know how i can get through to CS on the phone or ask for a call back.