Unable to process return due to ebay not providing a label and unable to buy a return label

[calvili_30]

Sold an item and the buyer collected it. They said was happy with it and a few days later they said it's faulty. I had a replacement so I tested it and swapped it with them. They replied back on ebay a few days later and said it has the same fault but I said I've tested it and it is in full working order.

Basically after going back and forth the buyer opened a return request and I was forced to accept the return. (I tested the original item again and there wasn't a fault with it) Ebay didn't give me an option to buy a label because they said the buyer picked local collection so I accepted it selecting "alternative postage supplied to buyer" or something along those lines. (Buyer also refused to drop it off but insist on me sending him a return label)

I spoke to ebay about this, and they told me to buy a label from the Royal Mail website. When I tried to do this, I couldn't buy a label as the Royal Mail website asks for the buyers name and address, which the latter I don't have as they selected local collection.

I spoke to ebay to provide me with a prepaid label, they said they can't provide one for whatever reason. I spoke to them to provide me with the buyers address so I can buy a prepaid label to send to the buyer. They said they can't provide this due to GDPR. I have messaged the buyer for their address and they haven't replied back. The buyer has notifications on their ebay app and they are usually quick at replying back so I know they are ignoring me and not wanting to help.

I literally can't provide the buyer with a prepaid label. Ebay also said to ask me to ask the buyer to post it back at their own expense. (I don't see that happening)

In this case, would ebay close the case in my favour without refund? It is a very expensive item so I don't want to loose out. I'm sure ebay has access to my messages so they'll see I've been trying to resolve this and the buyer has ignored my messages and not helping.

Looking for help to see what I can do.

Cheers,

Calvin.

[xyz307xyz]

Do you have another address e.g. work, you could put as the buyer address? I assume it's only used if they can't deliver to the (your) delivery address and return it - or am I missing something?

[suelel1968]

Request a call back from Ebay tomorrow morning and hope to get to get a call back from the Irish call center. I can't offer any help with how they will fix it, but they are your best bet.

[dch2112011]

Why can't you buy a label using your name and address as the destination, then upload it to ebay and send it via messaging and add it to the case. (pick a tracked service and add tracking number )

Then if the customer does not use it - you will win the case as it times out with no customer return or you could even ask ebay to close the case in your favour when the time comes 

Doing it this way you do not need the buyer's address 

[calvili_30]

That's what I'm thinking. The buyer still haven't provided their address. From my understanding, I think ebay just needs to see I've done my part and provided a valid label for the buyer. If the buyer still doesn't coorperate and send the item back, then I presume he won't receive a full refund. I have a feeling the buyer is trying to make everything as difficult as possible and trying to get his money back and a free item. 

[calvili_30]

I'll probably need to put my name and address as both the destination address and the sender address given the buyer probably has no intentions to provide their address. This is the only way I can think of to circumvent and be able to purchase a label from Royal Mail.

[calvili_30]

Thank you so much. I'll do that.

[the-nutwood-collection]

Adding to what @dch2112011 has advised.

Unless things have changed, you can't upload a PDF or .docx to a message.  Therefore, you will need to print it then scan as a .jpg to attach it.  This is how I send my return labels.

Also, good advice to send a tracked label.  This means that if the buyer says they've despatched it, you can check whether they have - remember, keep a note of the tracking number.

If the buyer doesn't use the label, you can claim a refund from RM up to (I think) two weeks after the label's expiry date - so keep a note of that.