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Ebay not provided returns label to buyer and return not received, although refund has been issued
Ebay not provided returns label to buyer and return not received, although refund has been issued when paying for the return postage. Ebay notified me of a refund request and stating a buyer had requested a refund and I accepted with the condition the item was returned. the advice during the process from ebay was that eBay will send the buyer a post label and the buyer would return the item, then the buyer gets the refund.
When notified of the refund request on November 10th ebay stated as part of the refund process, and this has been quoted from the requested return:
"If you accept the return, here’s what’s next:
We’ll send the buyer a return label on your behalf.
The buyer returns the item and you get to inspect it.
You refund the buyer within 2 working days of receiving the return"
I've already paid for the label and return, which I did on November 10th, but ebay hasn't provided a label for the buyer. and I have not received the return. and the return has been closed by ebay.
The buyer message me the next day, November 11th saying "I'm awaiting a return postage label from you. Please could you tell me where to find this?"
My understanding is that eBay have provided, and are responsible for dealing with label for the return. all the buyer has to do is print it. but the case has been closed and the buyer doesn't know where the postage label is apparently, and my understanding is that Ebay should have sent a returns label to the buyer.
So I'm without my item and the buyer has the item still. What is supposed to happen now?
61stephenuk
Mentor11 months agoWhen you refund before the item is returned the label is cancelled as eBay think you don't want a return.
Why didn't you follow the last 2 lines in your post and wait for the return?
jckl1957
·11 months agoIf Ebay have refunded the buyer from your funds, then you can appeal their decision on the grounds you provided a label but the buyer didn't return the item.
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369&st=3&pos=1&query=Appeal%20the%20outcome%20of%20a%20case%20as%20a%20seller&intent=appeal%20a%20case&lucenceai=lucenceai&docId=HELP1306