Returns Label Underweight

[literarypeople]

Hello,

A buyer would like to return an item because they ordered it by mistake. The parcel weighs over 2kg, but ebay has sent them a return label for 1kg and the post office won't accept it. What can the buyer do? They have not been able to get through to customer service to request the correct size label.

They have asked me to send the correct label, but I can't because there is no option and they are responsible for returning it anyway. 

Is it OK for them to return it not using ebay returns, but another tracked service. As the seller, I'm happy for them to do it.

Any thoughts, please?

[**peaseblossom** · Accepted solution]

They could send it back another way but they'd have no proof of return.   From their point of view it's safer to keep it on ebay.   You could send them this link to request a callback from ebay about getting a correct label:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

@literarypeople 

[literarypeople]

Thank you. I sent them the link, but nobody called back from ebay. They are going to return the item themselves and not using ebay returns.