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Buyer will not provide a collection address so I can't book the return
Summary: parker_knoll is facing an issue with a buyer from Australia who initiated a return for an item sent via the Global Shipping Programme. The buyer claims the item is not as described but refuses to provide a return address, citing eBay's policies against sharing personal information. Despite contacting eBay multiple times for guidance, parker_knoll has only received a case hold and no practical advice on how to proceed.
I sent an item to Australia via Global Shipping Programme, moderately high value.
The buyer complained it's not as described so I accepted a return. However, I can't provide a label as I don't have the buyer's address, on the Global Shipping Programme hub address.
I have written now three times requesting these details and the buyer is refusing to the provide them. All he's said is this:
"eBay not only consistently & repeatedly advises its members to NOT EVER exchange either personal or contact information through its platform but ALSO ACTIVELY MONITORS for & blocks the exchange of all such information through its message system.I have not ever sold a defective item so I do not know eBay’s respective procedures.It is my understanding, however, that the return shipping of both “Defective Items” & “Items Received Not as Described” needs to be processed through the eBay platform.eBay has advised me that they would be sending you notification that a “Defective Item Return” has been initiated.It would seem reasonable to anticipate that all of the information you will require to comply with all of your respective responsibilities & obligations will be explained to you through that process.If not, I suggest you contact eBay directly for their advice & direction."
So I have been contacting ebay for "their advice and direction" and so far nothing. They've just put the case on hold.
Any advice?
Toby
