Buyer has a month to return the purchased item but return label expires in 7 days

[lindons_uk]

We're based in London, UK. Sold an item to USA via ebay's global shipping program. 
The buyer says the item is defective. We want the item sent back to us.
As far as I know ebay pays for international postage from seller's oversees address to GSP, Unit 3 Dove CL, Fradley Pk, LICHFIELD, Staffordshire WS13 8UR and the seller is responsible to pay postage from GSP to their own address.
Ebay gave us like 4 days deadline to upload a return label so the return process can be started. 
Currently the seller has about 3 weeks to get the item returned but our postage label will expiry in a couple of days. 

Why does ebay require payed postage upfront if the parcel is not even in the country?

Any way to get another label, when we know that the parcel is actually in the country, ready to be sent back?
Also, is there other ways to contact ebay, not just them to call us?

[jckl1957 · Accepted solution]

The only way to speak directly to Ebay Customer Services is to get a callback.

I genuinely (in 20 years) have never heard of the method of return you mention.

'As far as I know ebay pays for international postage from seller's oversees address to GSP, Unit 3 Dove CL, Fradley Pk, LICHFIELD, Staffordshire WS13 8UR and the seller is responsible to pay postage from GSP to their own address.'

If the buyer has opened a return on the grounds that the item is faulty or not as described, then the seller is responsible for the return postage.  If it is a change of mind return, then the buyer should send it back to you directly.

Why do you think you need to provide a label for use within the UK?

Ebay state:

If your buyer asks you for a refund, you’re only expected to refund the cost of the item and what you charged for domestic postage. We’ll take care of refunding the international postage charges. Please handle any return postage costs directly with the buyer, depending on the reason for the return.

So, you have to arrange for the item to be returned - generally this is by paying upfront for the return postage - but Ebay will refund the amount for postsge (apart from the domestic postage) that the buyer paid when they bought their item.

[lindons_uk]

Thank you for your answer. 
Now, I understand more the procedure. Next time I'll be more sceptical of AI solutions.
I'll just send the international label to the buyer via ebay messaging.