Simple Delivery Returns – eBay Making It Difficult to Offer Good Customer Service?

[shotonvintage.mvp]

Simple Delivery Returns – eBay Making It Difficult to Offer Good Customer Service?

Hi all,

I wanted to raise something that’s been really frustrating and see if others are experiencing the same.

It feels like eBay is starting to make it difficult for sellers to offer good customer service to buyers, even when we’re trying to do the right thing.

In my case, I sold a camera lens using Simple Delivery with no issues sending it out. The buyer then opened a standard “item not as described” request, but after speaking with them, it became clear there was no fault—they just decided it wasn’t for them.

Rather than refusing the return (which I could have done), I chose to handle it as a goodwill gesture. My view is simple: I’d rather the buyer is happy than stuck with something they don’t want. That’s the kind of service I’d expect myself, so it’s how I try to operate as both a buyer and seller.

The issue came when trying to process the return. Normally, with Simple Delivery, it’s straightforward—label generated, item comes back, done. But this time, eBay would not generate a return label.

After speaking to multiple agents, and eventually the leadership team, I was told I’d need to arrange the return myself off-platform.

Some agents hinted there are known internal issues but couldn’t say more. When pushed further, it was suggested this is due to problems with returns—claims of damage, misuse of labels, etc. However, even the leadership team couldn’t clearly explain which categories this applies to or how it’s determined.

That in itself is concerning—if the system isn’t clearly understood internally, how are sellers supposed to manage risk properly?

The bigger issue is the impact this has on sellers trying to do the right thing. In this case:
- The item cost around £4 to send out using Simple Delivery
- To return it safely, I now have to arrange a fully insured Royal Mail service at around £15
- I’ve been told I cannot reclaim that cost because it’s arranged off-platform

So effectively, I’m being asked to:
- Accept a return I’m not obliged to take
- Cover significantly higher return costs
- Take on risk outside eBay’s system

All while trying to provide good customer service.

One of the most concerning parts of the conversation was being told (verbatim) that “we’ve had a lot of issues with returns” and that it can take a long time to recover losses from Royal Mail.

That raises a serious question—why is that being passed on to sellers?

It feels like eBay is effectively shifting its own operational issues onto users of the platform. I’ve never made a claim like that on a return, so why am I being treated as if I might?

If this is about misuse or fraud, surely that should be handled on a case-by-case basis, not by removing protection or functionality entirely without clear communication.

Also, there’s a wider inconsistency here:
- eBay encourages everything to stay on-platform
- Yet in this situation, I’m being forced off-platform for postage
- And then told I can’t reclaim the cost

That doesn’t feel aligned with how the platform is supposed to work.

Another point worth raising—if Simple Delivery can’t support returns in certain cases, shouldn’t that be made clear upfront? Sellers should be able to make informed decisions about how they send items, not find out at the return stage.

Finally, just browsing the forum, it seems like delivery and return issues are coming up a lot recently, so this doesn’t feel like an isolated case.

Has anyone else experienced this?
Or found a proper workaround?

Thanks 

[shotonvintage.mvp]

Yeah, exactly—that’s what’s confusing me as well.

If something costs ~£4 to send out through the platform, you naturally expect it to be the same sort of cost to return it, especially when it’s being handled within the same system.

The only reason it jumps to ~£15 is because once you’re pushed off-platform, the standard Royal Mail service at that price point only covers up to £70. To match the cover the item had when it was sent out, you have to move up to Special Delivery, which is where the extra cost comes in.

So it’s not that I’ve chosen a more expensive option—it’s that I’ve had to, just to maintain the same level of protection for both myself and the buyer.

And like you say, that’s what makes it more frustrating—I’m doing this as a goodwill gesture to keep the buyer happy and keep things smooth, which is what we’re encouraged to do, but then being pushed into a more expensive and less protected process by eBay themselves.

I did try exactly what you suggested as well—I rang once, escalated it, then rang back again to double-check because it didn’t sound right. Both times I was told essentially the same thing, including by someone from the leadership team, which is what concerns me more.

That’s why I agree with what was said earlier about there being something else going on behind the scenes. It doesn’t feel like one person giving bad advice—it feels more like changes are being made, but not clearly communicated, even internally.

And ultimately that leaves sellers in a position where we can’t properly understand the risks or costs before listing items, which isn’t a great place to be.

[shotonvintage.mvp]

Just to clarify, I wasn’t really posting this to moan — it was more to try and understand whether others have come across this, as it seems to be something new based on what I was told on the phone.

It’s not something I’ve experienced before, so it was a bit of a surprise having to handle a return this way and at a higher cost than expected.

From what was mentioned to me, it sounds like this may apply to certain products or categories, which might explain why some people haven’t seen it — it may simply not affect what they’re selling.

The difficulty is that even the leadership team I spoke to weren’t able to clearly explain when or why it applies, only that there are changes happening around returns.

So the intention here was really just to get a better understanding from the community — whether there’s a pattern, specific categories involved, or if others are seeing the same thing.

That way, if I do take it further, I’ve got a clearer picture of whether this is an isolated case or something more widespread, and can hopefully push for a more constructive and informed outcome.

[4_bathrooms]

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@shotonvintage.mvp wrote:

That’s actually part of the problem here—when I sent it out using eBay’s label, it cost just under £4 and was fully covered through the platform.

However, when I was directed to arrange the return off-platform, the equivalent Royal Mail service at that price point only covers up to £70. To get the item properly insured to its value, the only option available is Special Delivery, which pushes the cost up to around £15.

So it’s not that I’ve chosen a higher service unnecessarily—it’s that I’ve had to match the level of cover the item had when it was sent out, but without access to eBay’s pricing and protection.

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When you purchase a return label through eBay you are purchasing a standard Royal Mail Tracked 24/48 label. It has the same £75 compensation limit you would have if you purchased the label directly from Royal Mail and is subject to the same non-account Tracked terms and conditions. If Royal Mail lost the item or it was damaged in transit your claim would be against Royal Mail rather than eBay.

The outgoing Simple Delivery label is the only one covered by eBay up to any value. Where Simple Delivery is concerned eBay are Royal Mail's customer and eBay have chosen to underwrite the cost of any losses or damage in transit regardless what their account terms with Royal Mail are. Where return labels are concerned the seller is Royal Mail's customer and the label is subject to the same Royal Mail non account Tracked terms as a label that was purchased directly from Royal Mail is.

[sesmarias123]

I was told with simple delivery labels that you cannot send a label , e bay deal with it , not the seller , and even if the buyer is not being honest , they get full credit and get to keep the items . How can that be right ? I can do nothing about it , even after speaking to 4 agents who all promised the items would be returned , as well as an item that was sent in error with Post Office mixing up the labels. That also has not been returned , so they get to keep both items and get full refund for the so called damaged one . Any ideas on how to not get caught again , other than not using simple delivery?

[lucy_farmer]

'e bay deal with it , not the seller , and even if the buyer is not being honest , they get full credit and get to keep the items . How can that be right ? '

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If you get to keep your payment (which you should under Simple Del.) you have to forget there was any sort of problem with the sale and tell yourself it all went perfectly. 

You still have your money and the item is still gone..... exactly as it would be with a problem-free sale.

The buyer ending up with the item *and* their money is between them and ebay. You shouldn't waste energy thinking about that, it's pointless.

If you *didn't* get to keep your payment it's a different matter, of course.

[sesmarias123]

Thank you , it’s bad enough knowing that the system has been abused but the other matter of a package she received in error and will not return is another problem . I have purchased a return label and sent to the buyer as suggested by an agent in UK or Eire and will see if it is returned . She acknowledged after several messages that she had it , so cannot deny she received it , and I also have tracking showing delivery of both the necklaces and frame .

Will ,after 20 years , thank about  Vinted , as it seems E Bay favour buyers every time .

[therenewalworkshopltd]

If you think that, then your in for a shock if you go over to V!  🙂

All of the marketplace's do this.  They don't handle the goods, so don't really have any option.
The buyer gets the benefit of the doubt every time, unless it is patently obvious.

[sesmarias123]

Oh no ! you have disheartened me , are they as bad ? Maybe give up all together but it is a shame as the money goes to four charities I support who really need the money .


Sent from my iPad

[therenewalworkshopltd]

It's the way most places work.

You work with it and within the rules and most of the time, you will come out on top.

I should however point out though, that if you are selling specifically for a charity, then you should be using a business account on here, as you are trading.

[sesmarias123]

No, I am not working or selling for a charity , these are my personal items and all the money I receive from the sales I donate to them. I do not think it’s the same thing as being a business .

Sent from my iPad

[lucy_farmer]

'....the money I receive from the sales I donate to them. I do not think it’s the same thing as being a business .'

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I'm with you there. The proceeds of selling your own stuff are yours to do with as you wish!

Surely much the same as donating your things to a charity shop....

'...it seems Ebay favour buyers every time'

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Yep, 99% of the time they do.

Ebay will never know the absolute truth of any given situation (they never get to see the actual items before, during or after postage- unless it goes through the 'authentification process') and they have to choose one side or the other!  Ebays reasoning is that, without buyers, the site would not exist, and the more confident buyers are, the more they will shop here. 

If that means a small proportion of them take the p, so be it....

[therenewalworkshopltd]

In which case you are fine.  It wasn't however the way it came across.

Just remember, that if you start buying things to sell, then you are no longer selling personal items and have become a business.  Even if you are donating the proceeds to charity.  For some reason, people seem to think that it's ok to do this kind of thing and it really never has been.