refund postage

[lilac_dawn]

I bought an item which arrived broken. The seller told me to return it, but said I had to pay for the return postage. As that was more than the cost of the item, I didn't bother.

Today a buyer told me something that I had sent them arrived broken. They asked me to send them the refund postage label.

How do I send this label? 

How do I get the original seller for my purchase to pay for return postage?

Thanks

[arkwebus]

Oh dear oh dear.

You must only use the resolution centre for problems both as a buyer or seller.  For damaged goods you open a "not as described" case and the seller [if in UK] sends you a return label.

I am sorry but if what the CS said was correctly interpreted it is so totally wrong in that if sellers use "do it yourself" methods for refunds without using the resolution centre then they get a defect.

If you use the resolution centre the only way you are given a defect is if - as seller - you decline the case or do not deal with it at once so that the buyer escalates the case after 8 days.

@lilac_dawn  @redwick1

[redwick1]

Thank goodness you are around arkwebus.
I don't think I could put the replies more clearly and needed the back up.
Nearly resorted to capitals

[arkwebus]

I despair sometimes. What does eBay CS think the resolution centre is for then?

Of course we never really know what anyone actually says ...

[lilac_dawn]

I interpreted it correctly as it was the second call of the day - the first one just said I had to refund postage.
I am more that a bit suspicious of this buyer as when I said i would deal with it after work, she immediately said I could give her a partial refund of 50% ?! I think not...

[redwick1]

I an item is not as described then you open a not as described dispute at the bottom of the page under Resolution Centre and escalate it when ebay say you can. It will tell you on the email you receive.

The seller needs to send a pre paid label for the return

If they dont then ebay should when you escalate the dispute

Make sure it goes back tracked and that the tracking is in the dispute

You have 30 days from the day of delivery to open a dispute in ebay

Read up on the Ebay money back guarantee

http://pages.ebay.co.uk/ebay-money-back-guarantee/

Your buyer needs to open the dispute and you send them the pre paid label either by buying though ebay or buying it yourself from RM site or a courier.

Once you have your item back then refund through the resolution centre

You get your final value fees back and no defect on your account

If you are out of time then open the dispute in paypal for not as described

Follow the instructions carefully

You haev 180 days there

[lilac_dawn]

So the only way to to get a pre paid label is to open a dispute?

I am happy to refund postage for my buyer - is there any other way to do that though?
The seller is also happy to refund me.
It seems odd to open a dispute when ebay advises to contact the seller in the first place to sort out any problems.

TIA

[lilac_dawn]

OK - got it! I just buy a label through the original courier and send it to her so she can return the item to me.
In the case of my seller who has refused postage then I can open a dispute with him 🙂

[redwick1]

All disputes should be done through the resolution centre.

The way to deal with it is in my first post and if you want to check then click on the link and read the ebay money back guarantee policy on my first post. Have you done that?.

It does not do any harm to your account as long as the problem is dealt with before the buyer escalates it too ebay
That is usually 8 full days.
They do say contact the sellerand it is good that you and your seller are happy to refund but if you just refund through paypal without going through the dispute you will both pay the final value fees and get a defect on your account.
You make sure that if you want your item back then you send a pre paid label
If not then you can refund as soon as the dispute is opened.

[lilac_dawn]

Just spoke with Ebay. They said it was better to issue a label myself, not though resolution centre, as going through resolution centre will result to a defect on my account. Is that not right then?

[redwick1]

That is not correct. Are you sure that is what they said but then CS are known for giving incorrect information.
Going through the resolution centre will not result in a defect as long as you deal with the problem in the correct manner

If you deal with it yourself without the resolution centre then the only way to refund would be through paypal
If you refund through paypal then you will be left with the final value fees. You get the paypal fees back as soon as you refund but you have to go though the dispute proccess on ebay to get your final value fees back
It is OK for you to issue a label yourself as already said and you can buy it off the courier if that is what you want to do.

The buyer still opens a dispute
The seller issues a pre paid label by either using the ebay label or buying their own.
The tracking goes into the dispute. If you buy through ebay then that is automatic. If you buy it yourself then you need to add it.
Once the seller has their item back then they refund the buyer through the resolution centre allowing ebay to refund and take the money from your papal account.
You get your final value fees back off ebay and no defect on your account
As long as you deal with it in the correct manner then there is no harm to your account.

You do not have to take my word for it.
The information is on the ebay policy link for you too read.
If you search on this board for information on not as described items then you will see that the above is how you deal with a dispute.

[lilac_dawn]

I did read the info thanks but I couldn't see any note of paying final fees there - I see this:

A request will be opened if you’re not able to resolve an issue with your seller after the purchase. When you ask us to step in and help via My eBay, a request is opened on your behalf.

You can track the progress of your request and will be notified of the resolution.

and this:
Many sellers ask you to return an item before they send a refund or replacement. Send your item back to the seller so they can do this.

We recommend using a tracked service for returning items (e.g. Royal Mail Signed For). Keep hold of the tracking number as this is proof that you’ve returned the item to the correct return address. Sometimes you’ll automatically be provided with a tracked returns label.

And I see the statement about contacting the seller to resolve the issue. I don't see anything about final fees though.

I will ask the buyer then to open up a dispute, as you suggest, and issue refund for postage that way.