Seller won't send returns label????

[friendoffreud]

I received a dress that was described as 'silk'. It clearly wasn't & the care label has been cut out. I contacted the seller for a refund which was begrudgingly accepted & I received an email from eBay saying the seller had accepted my return and had sent a return label (but I have not received a return label).  I contacted her again and she insists I pay to return it & she will reimburse me. I am not happy to do this (it will cost me more to send it signed for/recorded). How do I get a label? I  can't  escalate this issue with  ebay as the status of this return is showing that  I need to return the item and confirm dispatch. 

[red_magpie]

Was the item location stated in the listing to have been in the UK?

If so, eBay will require the seller to send you a preaid label to return it - if she wants it back.

Do NOT try to negotiate with her yourself. Just open a case under eBay's money back guarantee through the resolution centre: http://resolutioncentre.ebay.co.uk/

A case must be opened within 30 days after the actual (or latest estimated) delivery date. If the seller wants the item to be returned eBay will enable them to send you a prepaid return label (this applies to UK returns only). After 8 days the option will appear to escalate the case for eBay to step in. If still unresolved, escalate it and don't agree to close the case before you have your refund.

[friendoffreud]

Thanks for replying. Yes, the seller is in the UK. There's no option at the moment to escalate this - do I have to wait 8 days before I can do this?

[franology]

Yes - you can't escalate until the option to do so appears in the case. It may be a little over eight days. When you opened the case eBay sent you an email telling you when you can escalate the case and when it will time out if you don't escalate.

[arkwebus]

This is all very strange!   EBay says that the label has been sent!   It sounds that you have actually - and correctly - opened a case and you mention the escalation!  The label is sent electronically - of course.

You also seem to mention a "return". If you open a return case then you pay the postage. If you open a "not as described" case then the seller pays the postage.

If you opened the wrong case then I'm afraid you are stuck with it. The seller "might" refund it but eBay will not, and will not get involved.

@friendoffreud

[friendoffreud]

I had an online chat with eBay CS this morning explaining the item was definitely not as described & this was the response -

"I am looking on the messages and the seller said that they don't actually accept returns but they did as a good gesture that's why they're asking you to pay for the label they've sent. But you have nothing to worry actually, because if the seller insisted that you have to pay for label, you may escalate this case to us on the 11'th of August and we will provide you another label that will be deducted on the seller's paypal account"

"As of the moment what I can advise you is to not send the item using the label they've sent as you will be paying for it. Or inform the seller that you have informed eBay about this already."


I will wait & escalate this on the 11th.