Refund for Item Not returned

[dr_escooter_expert]

Hello,

One of my customers purchased a 30kg item. After receiving it, he immediately requested a return, citing missing items. I offered him a prepaid return label, but he refused to use it and instead generated his own return label (approximately £3).

The item is now at my local post office, but they have attempted delivery twice unsuccessfully due to my recent change of address. I contacted Royal Mail, but they were unable to confirm the parcel weight and are not offering further assistance.

Meanwhile, the buyer is not responding to my messages, and I am concerned they may raise a case on eBay despite my efforts to resolve the issue. I am willing to provide a new return label with my updated address, but I need advice on how to proceed given the circumstances.

Please advise what steps I can take to avoid further complications.

Thank you !

[tobiasd4]

Tracking only has to show attempted delivery for buyer to get refund.

It is up to you to make sure address is up to date.

If buyer used his own label, unless he added tracking to case, it won't show as posted.

[*guinevere*]

 I am concerned they may raise a case on eBay despite my efforts to resolve the issue.

This is a strange one because your buyer has used his own label and put a different address on it. Where has he got the address from? If it is a different one to the one registered on your account for returns I wouldn't have thought he was entitled to a refund. 

You could try contacting ebay here eBay Customer Service

first thing tomorrow, they open at 9am, 

Explain what has happened and that your buyer has used a different address to the one registered and see what they say.