Escalation

A buyer closed a return request stating: "Everything is fine." They are now wanting to re-open the request, because they no longer want the item. What should you do next?

•   Transfer to M2M Appeals to re-open the request.

• Educate the buyer the request cannot be re-opened.

• Create a request through Guided Judgement.

A buyer opened a case on their domestic seller about the $250 item they purchased after the tracking hasn't updated in 10 days. The seller replies to the buyer letting them know they will file an insurance claim. After SMIR, how should the case be decided

•    Seller wins, buyer fault or outside of seller control

•   Buyer wins, NO seller fault, full payout

• Buyer wins, seller fault, full payout

A buyer did not receive the coin they purchased for $850. The tracking information shows the package was delivered, but the seller did not purchase signature confirmation. How should the case be decided?

• Seller wins, buyer fault or outside of seller control

• Buyer wins, seller fault with payout

• Buyer wins, NO seller fault, full payout

A buyer has a return request they would like to escalate. How many days must they wait before they can ask eBay to step in and help?

• Date the request was opened + 3 business days

•   Payment date + 3 business days

• Date the request was opened + 3 calendar days

A buyer is contacting eBay to escalate a return request for a $25 picture frame they received damaged. Shortly after selling the item, the seller moved out of the country for a study abroad program. The seller has not accepted the return and is now asking the buyer to ship the item to their international residence promising to refund when they receive the item. SMIR period has expired. What action do we take?

• Place case on hold for 5 days and request the seller arrange return shipping for the buyer.

• Close case as Buyer Wins Seller Fault (without requiring the buyer to return the item)

• Initiate a forced return and issue the buyer an eBay label for the international shipping address.

A buyer is frustrated, because they never received their $150 item since it was returned to the seller. After reviewing the tracking information, you see a notice was left for the buyer to pick up the item, but the item was never picked up. How should you decide the case?

• Seller wins, buyer fault or outside of seller control

•    Buyer wins, NO seller fault, full payout

• Buyer wins, seller fault, force refund recoup ATO

A buyer purchased a phone case for $15 from a domestic seller but is unhappy with the item due to damage. The seller does not accept returns and listed the item as "New" and stated in their listing: "There might be scratches on the cases as they are packaged in bulk." What would be the first package dropped if a request were opened and escalated?

• Forced SNAD

• Close Claim by eBay

• Seller wins, buyer fault or outside of seller control

A buyer requested to return a $20 eBook. The seller responded saying they sent a download link through messages for the book. Buyer is asking for the tracking number since they paid for expedited shipping. After SMIR, buyer has asked eBay to step in, in your review you see the listing shows it is covered by eMBG. How would you action the case?

•    Buyer wins, Seller fault, full payout

• Buyer wins, NO seller fault, full payout

• Seller wins, buyer fault or outside of seller control

An eIS (NA) / GSP (UK) item arrived damaged to the buyer. After reviewing the tracking information, you see the seller shipped the item directly to the buyer. Who is responsible?

•   Seller

• Buyer

• Domestic shipping hub

An eIS (NA) / GSP (UK) transaction shows a tracking status of "Undeliverable - Customs Issue" after arriving to the domestic shipping hub. How should the case be decided?

• Seller wins, buyer fault - Buyer

• Buyer wins, no seller fault - Third Party Fault

• Buyer wins, seller fault - Seller