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Subject: [Help requested] Deadline expires TODAY – eBay Fulfillment (Orange Connex) is still investigating a weight discrepancy (305g)
Summary: carhouse_one, a professional auto parts dealer, is facing a problem with a return case on eBay. A buyer claims that instead of the headlight repair kit they ordered, they received a wall light. The seller points to the package weight noted on the DHL label, which is much lighter than a wall light. While a warehouse investigation is underway, the seller is seeking advice from eBay about meeting deadlines and is worried about negative effects on their account. nina@ebay, an eBay moderator, confirms that a pause is not possible at the moment, but suggests getting in touch again to pause the case later. Another participant tagged eBay customer service, which was received positively. The seller expresses concerns that the problem was caused by eBay's warehouses and asks whether anyone has had similar experiences.
Hello everyone,
I urgently need an official recommendation from the eBay moderators (@nina@ebay regarding an ongoing return case (SNAD).
As a professional auto parts dealer, my entire inventory is managed through the official eBay Fulfillment (Orange Connex) program, and all of my listings are firmly integrated into the ef program.
I am now caught in a timing dilemma between eBay deadlines and the ongoing warehouse investigation.
The facts:
The case:
A buyer ordered a headlight repair kit, but claims to have received a home wall light.The weight conflict:
According to our ef system, my product weighs exactly 0.305 kg when packaged. This weight is also truthfully printed on the DHL label, which the buyer sent me as a photo. However, a wall light usually weighs significantly more.The status:
I contacted eBay Fulfillment support immediately to have it checked. Since the warehouse needs two business days and the weekend is now just around the corner, the result will not come until next week.
My dilemma:
The deadline for resolving the case expires TODAY (Friday).
So far I have not provided the buyer with a return label, because I want to wait for the official investigation. There is currently no direct evidence of an error by the warehouse or misconduct by the buyer -- I want to act purely on the basis of the official inspection report from Orange Connex.
If I do not respond today, the system will close the case automatically over the weekend in favor of the buyer and charge my account.
My questions for eBay:
Should I provide a return label today as a precaution, despite the ongoing investigation, in order to meet the deadline?
Or can eBay customer service manually pause this case until the feedback from Orange Connex is available? The DHL weight of 0.305 kg is already there as an objective reference point.
I would really appreciate a quick recommendation from eBay.
Thank you very much!
As additional information, I would also like to add the following:
The headlight repair kit I sold is shown in the first photo -- this is the product the customer ordered from me.
The two wall lights, on the other hand, are shown in the additional photos that the customer uploaded himself in his return request.
carhouse_one
OP3 weeks agoeBay requires me to accept a return and provide a return label – but the item is not mine. The mistake lies with the official eBay-owned warehouse, which shipped the wrong item. The eBay warehouse is full of goods from countless sellers.
What am I supposed to do with someone else’s goods? They’re completely useless to me.
My opinion: If eBay wants the return, then eBay should also provide the label – and not hold the seller liable for it. The buyer is already unhappy and uncooperative. eBay has to take responsibility for its own warehouse mistake.
Has anyone had similar experiences?
Pictures of the item the customer received
nina@ebay
Mentor3 weeks ago@carhouse_one Hey. 🙂 I was happy to take a look at that. At the moment, the return is still in the agreement phase, which is why pausing it is not yet possible.
Feel free to get back in touch here again tomorrow so we can pause the return for you.
@meinehexe11 Thanks a lot for tagging me. ❤
Best regards,
Nina
carhouse_one
OP3 weeks agoSubject: Follow-up question about the return – potential impact on my account
Hello Nina,
thank you very much for your quick response and your help.
I have an important question before I decide how to proceed:
If I do not actively process the return now and the buyer escalates the case to eBay – will I then be charged with a “lack of response time” that leads to an account rating (defect rate)?
The buyer already told me in an earlier message that he will forward the case to eBay if I do not voluntarily refund him the amount. That is exactly why I’m unsure, because I do not want to put my account and seller status at risk.
Could you please let me know whether an escalation by the buyer in this case would automatically have negative effects on my account – regardless of whether I ultimately get the right outcome or not?
I would be very grateful if you could give me a clear assessment on this, so that I can make the next steps consciously and well-informed.
Thank you in advance for your effort and your reply.
I look forward to hearing from you.
Kind regards
meinehexe11
Mentor3 weeks agoHi, hi.
@nina@ebay can you please take a look?
carhouse_one
OP3 weeks agoHello,
many thanks for marking customer service again – that really gave the decisive push so that someone has finally taken care of my case.
Without your help, I would probably have had to wait even longer for a response. I am very grateful to you for your time and your support!
I wish you a lovely day and all the best.
Kind regards