I had eBay customer service do something bizarre yesterday and was wondering if this is something related to the fall seller update.
A buyer received an item on September 10th and sent me a message from eBay that it was a different model than what was advertised on the listing and she wanted a refund.
I don't accept returns and my listing states I don't give partial refunds. I disagreed with her (didn't tell her that) but told her she had to open up a return case on eBay.
She opened a case, I immediately accepted the return and issued a return label. She complained via several messages afterwards that she couldn't believe she had to 'jump through hoops' for the refund. I reminded her that returning an item is pretty standard with any retailer if you wanted your money back (I said it nicely). It seemed pretty clear to me she either wanted a partial refund or to keep the item and get her money back.
Two weeks went by and she still hadn't shipped the item back. She contacted eBay customer service yesterday and escalated the case for them to decide. eBay gave her a refund (eBay's money, not mine) and she is getting to keep the item. Screenshots attached of automated eBay CS messages with the case escalation and decision are attached.
The only thing I can think of that the buyer told eBay was that she shipped the item (but the tracking number showed it was never received by the post office).
This case just seems to reinforce with buyers that they can take advantage of sellers and eBay will back them up.
This has never happened before and I'm wondering if this has happened to other sellers as well? Is this part of the new fall update for sellers?
Thank you for considering my question,