NAD case opened against me, I replied but no response

[Mandy2003]

I sold a jumper on 17th December. On 14th January(!) the buyer opened a case (with no previous communication) stating the item was "not as described, it was green not blue". In fact the manufacturer's name for the colour is French Navy, I'd just put navy blue in the listing. I wonder why nearly a month elapsed before he said he was unhappy with the item, and as I'd stated I accept returns, why make up a story about the colour in order to open the most serious form of case?

I responded immediately and offered a full refund on return. I did as I usually do and said I would send return postage in advance by PayPal so he did not lose out financially. (That seems to be the only way to protect one's feedback).

But since then I have heard nothing, he's not said he'll return it please send the postage or any acknowledgement that I've replied. The case status in the resolution centre says Awaiting buyer's response.

What happens next? Does the case time out? Do eBay automatically refund the buyer and let them keep the goods?

yes the case times out - you can escalate it if you want. I think agreeing to send postage before they return it is over the top and buyers may keep the money and not return it

ebay won't refund if they don't give online proof of return, and a case automatically opens when buyer contacts you so they haven't necessarily been malicious.

I don't see why you should pay return postage if it was as described anyway? Just because you pay them it doesn't guarantee your feedback will be protected in any way.

It times out -- I opened a case as a buyer recently (description had said item was white when in fact it was black) and got distracted and let it time out. I think it stays open for two weeks without response (something like that, anyway); he'll get a couple of reminders to prod him into action and if he does nothing the case will just get closed.

I wouldn't expect to accept a return after a month. What is their feedback like? A bit of a cheek if you ask me. I agree with Lily though, a case opens automatically now so it can be a perfectly nice buyer who does this.

Seems like there is hardly anything to help sellers. If they return it I guess you will have to refund. Don't pay return postage though & I would not pay P&P before they sent it.

btw don't worry you have offered a refund so it's up to them now.

But a buyer does have 45 days to open a case, you cannot refuse a return within that time frame. But you can ask them to return at their expense for a full refund of everything they have paid.