Started returns process only for ebay to refund the buyer without providing a label for returning

[582scoooo]

Firstly, where has the returns section gone? I posted this in that section earlier, but it has gone?

I sold two similar items, but stupidly put the wrong label on each box, so the buyer needs to make a return.

They both intiated the returns process, and when I fulfilled it, it said that a label will be provided to the buyers. However they have not received a label, and have been automatically refunded.

What can I do about this? They both want the original item.

[jckl1957]

Who paid for the refund?

Was it taken from your funds or did Ebay refund?

Did both buyers open cases stating the item they received was the wrong item or not as described?

[582scoooo]

It was taken from my funds. 

Yes, I asked both buyers to open cases saying items not as described so I could start a proper returns process.

I've just spoken to an ebay agent who claims the order data shows I selected an automatic refund for both orders. 'As per data buyers raised claims, later you approved return claim and issued refund immediately from claim details page as per recorded data.'

I most certainly did not, I clearly remember seeing the option to send a returns label, and I would certainly have not done the same mistake twice. Maybe once possibly, but not twice. 

I'm beyond annoyed.

[jckl1957]

Because you have refunded the buyers, you cannot now issue postage labels through Ebay.

You need to find an alternative way to pay the buyers to return the items or you may be able to buy labels from Royal Mail for them to print and use.

[4_bathrooms]

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@582scoooo wrote:

I've just spoken to an ebay agent who claims the order data shows I selected an automatic refund for both orders. 'As per data buyers raised claims, later you approved return claim and issued refund immediately from claim details page as per recorded data.'

I most certainly did not, I clearly remember seeing the option to send a returns label, and I would certainly have not done the same mistake twice. Maybe once possibly, but not twice. 

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What does it state in the case history?

[582scoooo]

I haven't seen the case history myself, all the agent said was this:

'As per data buyers raised claims, later you approved return claim and issued refund immediately from claim details page as per recorded data.'

[4_bathrooms]

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@582scoooo wrote:

I haven't seen the case history myself, all the agent said was this:

 At the very bottom of the (now closed) cases it should show "History" and an arrow to the right that you can click to view the case history. Anything you, the buyer or eBay did whilst the case was open will be shown.

Also, do you have any automated return rules enabled on this page?