do you have to reply to managed returns case

[oompaloompa]

got a managed return case come up, I did not reply to it yet, as the buyer also contacted me via messages too with explanation, basically they found it cheaper elsewhere or some sh$tload of nonsense....I offered to pay the difference if they provided proof of other price etc....anyway, and I have been messaging back and forth, but messaging not on the case but on eb messages, about negotiating on partial refund (which I prefer), but buyer is dithering, is checking their 'options' and then not responding etc....

so my question, will I be timed out on managed returns? do I need to pick an option eg. refund, partial, send message etc etc or can I just leave it?
I do not want buyer to keep product and money because they get refund due to me getting timed out....

The case will time out after 30 days if neither of you respond.

If you negotiate a partial refund, offer it through the case. They can accept and it will close.

I almost always communicate through messages and just leave the cases open until I receive the return back. Then I go in to the case and refund.

[richie2065]

Yes agreed I manage issues through messages and not the open case - but then any refund is then done through the open case.
If you are stealth then you can message your return address through messages rather than disclose it on the case which could be escalated for manual review.
If I ever message my return address i change it round to avoid the slight risk of being picked up.. so instead of using 1 smith street I would say smith street No 1 etc

[wired]

Dont you have to respond? otherwise the Buyer can escalate it after ten days to CS, and then they will be refunded anyway because you didn't reply.

This sounds like a savvy 'will do anything to screw you over' ebayer, so 100% will know the above information.

Maybe this is just for business sellers as we HAVE to accept the return otherwise the buyer will win, get a refund and keep the item by eBays robots.

[oompaloompa]

oh ok, so even leaving seller message on the case is a good idea then to show you responded......

[wired]

Originally Posted by oompaloompa

oh ok, so even leaving seller message on the case is a good idea then to show you responded......

Ive got a feeling even if you respond, and dont accept the return they will refund it anyway if you are a business seller anyway, as you HAVE to accept returns even if you know you are being scammed