re open return for returns label

[dd1495]

Sold mobile and customer wasnt happy, having never had to receive a return before not familiar with process, 20 years ebay member, so agreed return and went through process, however got to the end ebay closed the return process and sent him his money back immediately, but  I never received option to send returns label.

What I dont understand is customer received phone yesterday, ebay closed it down and it says on the return that the phone was returned to me yesterday as well !! how does the software allow that to happen without flagging an issue, consequently he has had his money back and he still has phone, been in contact with customer constantly, seems ok.

Cant contact ebay just going around in circles, because case closed. Is it best to ring them.

[tommystrezures]

This link will get you a call back and the opportunity to speak with someone.

In short if the buyer has opened a return eg item not as described etc NEVER refund until you have the item back. Did you note the IEMI number on the phone?

EDIT: Sorry forgot to attach the link!

https://www.ebay.co.uk/help/eua?id=5190

[dd1495]

Hi
Thanks for the reply
I am aware not sending refund until I have received item back.
However following the the return process through, I wasn't aware I was
issuing/authorising the refund, the assumption from myself was when I
initiated the return it would automatically create return label for the
buyer and when I received the item it would trigger the payment through
eBay.
Tried to call eBay this morning went to AI. The bot said nobody could take
my call, and have a nice day.
Gonna try again later, customer to his credit is ok, asked him to post it
to me and I would pay postage, but he's not bound by it, just hope he will,
there are decent people out there, I know I would because I would feel
guilty, problem I have is that I don't know where I went wrong processing
the return.
Thanks for your help
Regards Phil