Buyer willing to return item but refund issued in error due to label issue | Member To Member Support

thea_3334 · 2026-06-17T10:02:56.933574Z

Hi everyone, I’m hoping someone can clarify what’s happened with a return case, because the refund seems to have been issued in error.Timeline:Buyer opened a return for “arrived damaged”.I provided the return label on 02 June (through eBay).The buyer didn’t use the label because they were away on holiday.When they returned, the label had expired, so they contacted eBay about the label issue.eBay then placed the return “on hold” due to the label problem.I received no message from eBay asking me to upload a new label or take any action.The buyer is still waiting for a new label to be issued.Today, eBay closed the case and refunded the buyer in full, even though the item has not been returned and the label issue was still unresolved.My concern:I had already fulfilled my obligation by providing the return postage on 02 June.The buyer didn’t use it because they were away, and the case was on hold due to the expired label.I was never asked to upload a new label or told that the original label was invalid.It looks like the refund was issued because the system treated it as if I hadn’t provided postage, even though I did — and the buyer is still willing to return the item.What I’m trying to resolve:Can the refund be reversed?Can the return be reopened so the buyer can send the item back?I’m happy to upload a fresh label immediately if needed.Any guidance from the community or eBay staff would be really appreciated.Many thanks.

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Buyer willing to return item but refund issued in error due to label issue | Member To Member Support | eBay UK