eBay Sellers Receive Confusing Return Messages In Apparent Glitch
eBay sellers are confused by a strange message they are receiving regarding return requests, telling them they do not need to refund buyers because a service center was unable to return the item to them.
Impacted users are posting in the eBay community forum, wondering what the mysterious message could mean since the orders that have received the notice about were domestic, so this wouldn't be a situation where eBay's International Shipping program would be handling returns.
What's going on with these returns?
Today I see two new returns filed from the same buyer, but I got an email/message from ebay for each of the returns that has weird verbiage...
...I've never seen a message like that whenever I get a return. Has anyone else? What's the deal with saying they closed the request? Do they mean the return? Because I see in my Returns page that these two returns are very much still open. And what does that mean about the "service center" (I marked in red)? It says I'm not required to refund the buyer. Yet on the bottom of the message it says to inspect the item and issue a refund.
Here's what the message looks like - sellers are being told the return request is being closed because the service center was unable to return the item to them and that they are not required to refund the buyer.
Community staff responded to confirm it is a known issue which has been corrected, but Kyle@eBay did not provide any details on how an error like this may have occurred.
We just received word that this was a known issue and has now been corrected. Those previous emails were sent in error, and no action is needed.
While the emails may have been sent in error, eBay wouldn't likely have created emails with that wording for no reason - so what does the reference to a service center mean?
Some savvy sellers pointed out it could possibly be a reference to eBay International Shipping, where eBay does take the burden of returns off of sellers by handing the refund to the buyer and liquidating the item through a third party service.
It could potentially refer to any of eBay's various authentication centers for sneakers, handbags, luxury fashion, watches, jewelry and trading cards - typically returns through those programs will go directly back to the seller but there may be rare occasions when that may not happen.
But it also may have been an inadvertent confirmation eBay is working on rolling out a Trusted Buyer Program which has been rumored to be in the works since last year.
Liz Morton
From the little information sellers have been able to glean from customer support, it appears that there may be either an official or unofficial internal designation for "trusted buyers" which would afford them perks such as overriding seller-selected payment requirements or advance refunds on returns.
A survey sent to users in August 2024 also hinted at the possibility that eBay might be considering a Trusted Buyer offering specifically for Motors Parts & Accessories which would provide free returns for any reason.
Liz Morton
Interestingly, that survey specifically mentioned the idea of offering an option that would provide liquidation services, just like through eBay International Shipping.
Updated Returns Policy
eBay is considering a new return policy for vehicle parts and accessories sales to make the return process simpler for both Buyers and Sellers.
What's different?All buyers will get free returns on all vehicle parts and accessories sales, for any return reason.Sellers can choose to provide a free shipping label to buyers themselves, or have eBay create one for an additional cost through a small increase to the "Final Value Fee."An improved returns process will capture more specific return reasons as well as the item condition from Buyers.Shipping labels will be provided to Buyers within 24 hours of opening a return.More convenient return drop-off, and freight pick-up locations will be offered by eBay for Buyers.A full credit for Trusted Buyers will be provided by eBay as soon as they open their return.Abusive buyer behavior will be managed by eBay; for example, eBay will reimburse sellers for fraudulent returns (e.g., a bag of rice or brick).eBay will provide liquidation services for any unwanted returned items (e.g., due to damage).eBay may subsidize any return costs where neither Seller nor Buyer is at fault.
How does this benefit me?By making returns easier, Buyers are more likely to consider making purchases on eBay—leading to overall increased sales.You get greater clarity on Buyers’ intent when filing a return.You have greater predictability of a return's condition; reducing admin time.Enhanced protection and support as a Seller on eBay.
And while eBay still hasn't publicly released any details or even acknowledged if they really do have a Trusted Buyer Program, a recent Reddit post shows eBay is definitely rewarding "regular buyers and valued customers" by providing full refunds with no need to return the item.
For now, sellers who received these message have been told to disregard and to handle the return requests as they normally would, but that could certainly change in the future.
What would you think of eBay developing programs for managed returns and/or trusted buyers? Let us know in the comments below!
