Perplexed by the returns process

[tpogodin]

I've just been informed by the buyer I sent the wrong item and it seems I've got 2 labels mixed up. 

I accepted the return and chose eBay to supply a returns label, to complete the process I had to accept to refund the buyer (presuming this meant accepting that the funds needed to refund the buyer would be held until dispatch/delivery/seller confirmation).

I sent a message to the buyer apologising and explain eBay will supply a returns label, they reply saying eBay have said I will be the one supplying the returns label (??). Sure enough in the automated email I recieve detaling the return it says I'm the one sending the returns label, this is not the option I selected. 

It also says the buyer has been refunded??

I've gone ahead and purchased a label through Royal Mail but theres no option for me to upload it, I had to send it as an image attached to a message. 

I'm so confused at this whole process, is it broken? It wasn't like this the last time I accepted a return.

[*vyolla*]

You have to click on the 'Accept return' button and then the 'Issue label' button (if this isn't a large or bulky item).

If you clicked on the 'Refund' button, it will automatically refund the buyer.

Did you perhaps do this at any point?

[tpogodin]

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@*vyolla* wrote:

You have to click on the 'Accept return' button and then the 'Issue label' button (if this isn't a large or bulky item).

If you clicked on the 'Refund' button, it will automatically refund the buyer.

Did you perhaps do this at any point?

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I wish I had screenshot it, there is no way I willingly chose to refund the buyer without them returning the item. 

The first screen was choosing an option to send a returns label, I chose eBay to supply one, there was an option for me to supply one but I didn't chose it. After clicking to continue the next screen was to confirm the refund. I couldn't complete the process (i.e. supply a returns label) without selecting to refund. 

[tpogodin]

This is what the turn of events look like in my message inbox. Bizzare. 

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[*vyolla*]

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@tpogodin wrote:

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After clicking to continue the next screen was to confirm the refund. I couldn't complete the process (i.e. supply a returns label) without selecting to refund. 

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You either issue a label or refund, as soon as a seller clicks on the refund button it refunds the payment. 

If you couldn't complete the process you should not have clicked on that refund button, but should have contacted eBay and ask them to take a look and see what the issue was with issuing a label. 

[*vyolla*]

Just a heads up because you may be heading for grief with HMRC as you appear to be unaware that you should be trading on an eBay business account. 

A private seller is one who is just selling off their own personal items such as clothes from their wardrobe, bits from their loft/garage etc.

A Business seller is someone who buys or makes items to sell on.  They need to be registered as a business to meet the requirements of UK law (eBay will now be providing HMRC with your details anyway so it's vital to keep correct accounts for your tax return. You can obviously offset more expenses as a business seller, but can't offset any at all as a private one.  

To correctly register as a business seller simply go to your Personal Information in your account and to the right of Account Type, which will be showing as 'Individual'  you'll see an Edit option.

https://accountsettings.ebay.co.uk/profile

This doesn't affect your feedback profile or any current listings, it merely upgrades your account so that you're compliant with current consumer and eBay policy.

If you're also selling your own items, just open another eBay account (you can have more than one).

[tpogodin]

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@*vyolla* wrote:You either issue a label or refund, as soon as a seller clicks on the refund button it refunds the payment. 

If you couldn't complete the process you should not have clicked on that refund button, but should have contacted eBay and ask them to take a look and see what the issue was with issuing a label. 

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How am I supposed to know that? There was no error message showing on the screen, everything seemed normal.

I'm going to have to go through the process again when the other buyer recieves the item this buyer should have recieved. I'll be sure to document the process.

Aside from the first message informing about the return request the following 3 were all generated from a single returns procedure. It's not like I accepted the return and then did a seperate procedure to refund, it was all in one process. I know there is historically an option to refund the buyer without returning the item but that was never offered to me, I mean I have a message saying I've accepted the return! 

[*vyolla*]

You could contact eBay and see if they can access the return and see what went wrong.

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

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

[tpogodin]

Ugh I hate phone customer support, why did they get rid of instant message support?

Who on earth wants to deal with thick accents and the inability to send images/links, it's a huge downgrade.