Why can’t I return items anymore?
Summary: joschr-6013 reports difficulties with returns on eBay after receiving an email about an unusually high number of returns. Now his return options are unavailable in the app, while they are possible in the browser. kometenhuhn explains that this is probably caused by an algorithm meant to prevent frequent returns. anna_s@ebay and miriam@ebay offer support by recommending technical fixes such as clearing the cache. Finally, joschr-6013 reports that the problem was unexpectedly resolved and returns are possible again through the app.
Hello everyone
I buy a huge amount on Ebay, even internationally in the USA. Unfortunately, over the last few months it has often happened that my Funko Pops or Lego items didn’t arrive in great condition. Crushed or packed wrong, and as a collector that’s just not okay for me. Then you can open a return and the item goes back to the Ebay Hub in the USA.
About a month ago I got an email saying it had been noticed that I was returning quite a lot, and they wanted to explain the Ebay Rules to me again and asked me to follow them (which I do... but if something takes 30 days to travel around the world and then arrives crushed, that’s not my fault). So it was NOT a suspension email or anything saying I should be worried now. Just a note email. But ever since that email, I can’t return anything no matter where I order from. The options are all hidden. So now I’d have to do every return through support, and that’s annoying... When I write to support by email, they only give answers like “yes, there’s nothing, you can ignore it...” Great, but the options are still hidden.
My question now... is this just somehow temporarily disabled? Or what do I need to do to get the options available normally again? Maybe there’s an Ebay employee here who could take a look at this. I’ve always backed up my returns fairly with photos, sent things back promptly, etc etc. So yeah.. My account isn’t restricted, and I want to be able to use all the functions too. Because of the email, I just order my Funko Pops here... it’s just too stupid abroad.
Basically, I just want to be able to return things again when something is broken.
miriam@ebay
Hello @joschr-6013 and thanks for your update about the fact that you can still open the return requests via the browser, but not via the eBay app. To look into this behavior again thoroughly, I'd like to ask you to provide us with a screenshot here that shows the error message displayed to you when you try to open a return via the eBay app.
Thanks and best regards
Miriam
joschr-6013
OP2 months agoHello, the screenshot is already attached in my last reply to Anna. There is no error message. There simply isn’t a button available, I can’t click anything, the options are missing, and that shows me that my account is somehow being held back in the app.
joschr-6013
OP2 months agoHello, when will I get a response to my screenshot?
joschr-6013
OP2 months ago@miriam@ebay @anna_s@ebay
miriam@ebay
Hello @joschr-6013 and thanks for the reminder!
I got some feedback for you: unfortunately, the screenshot still doesn’t fully show the problem described. Could you please also show us what it looks like on your end in the app under Purchase details when you want to open a return request via "More ..."? Then we’ll be happy to take another look at it.
It’s good to know, though, that if needed you can still open return requests via the mobile version of your browser.
Thanks a lot and best wishes
Miriam
joschr-6013
OP2 months agoThat’s strange though! Yesterday it wasn’t working, but now it works again through the app! Very bizarre, but that means the matter can now be closed. Everything works, thanks for the help everyone!
Regards
miriam@ebay
Great, that makes me very happy! Thanks for the feedback, and we also wish you continued enjoyment and successful purchases on our marketplace, @joschr-6013 !
Best regards
Miriam
anna_s@ebay
·3 months agoHello @joschr-6013 ,
many thanks for your patience.
My dear colleague @verena@ebay has already checked with the specialist department for you. We just received a response.
The review has nothing to do with opening your returns. This is just a warning for now. As long as you stick to our guidelines, everything is fine and nothing will happen to your eBay account.
So that you can continue to open your return through the app without any problems, please try the following steps:
Delete your cache. Close everything and restart the app again.
If that is not enough, please delete the app and download it again. If that still doesn't solve the issue, please check whether you need to install an update.
Then everything should work as usual again. If not, please let us know. Then we'll be happy to help you again.
Have a nice day and all the best to you.
Kind regards
Anna
joschr-6013
OP2 months agoHello Anna:)! @anna_s@ebay
I’ve updated my iPhone to the latest iOS. Updated the app. Deleted the app, downloaded it again 2x, and unfortunately none of that helped. This definitely has to do with that returns email. On the web I can make returns, but not in the app. I’d like to have this in the app. Some eBay employee must have changed some setting.... could you please take another look? Since that email, I can’t do it. With every return it also says that I have increased case activity etc... I’d really like to do it through the app:((( on my app it looks like this:
joschr-6013
OP3 months ago@verena@ebay maybe you can help me with this? :) I saw another post from someone. I can still return on the website, but not on the app... how long does this review take.. does this ever go away? Or do I have to do something? I’d appreciate an answer. In the near future do I just need to not buy anything so I definitely don’t have a return/dispute case? Or do I need to write to someone? I’d like to have it back in the app + preferably no problems so I don’t have to worry about it.
Regards
kometenhuhn
·3 months ago · EditedThere is certainly an algorithm at work here.
The reason is that, over a certain period X, you simply opened too many returns. This is meant to prevent the return system from being abused - because when an item is reported as "not as described", the seller has to bear the return costs.
If such a function weren’t running in the background, buyers could constantly order items, use them, then send them back (at the seller’s expense) and order again and do the same thing all over again. That’s why such a function runs in the background.
Whether this is justified in your case or not, I can’t judge. I assume that if you first open fewer or no returns for a certain period of time, the problem will regulate itself.
joschr-6013
OP3 months agoOkay many thanks👍🏻 I was thinking that too... How long do you think such a period is?
kometenhuhn
·3 months agoI can’t tell you, sorry. Someone from Ebay would have to be brought in who has more insight into that.