Why are international returns so difficult?

[ereiam-jh]

Given how easy they make it to purchase items through the global shipping programme, why do they make returns so difficult?

I recently sold something to a buyer in Italy. I've had so many problems in the past with buyers from Italy, I almost cancelled the sale, but I ultimately went against my better judgements and decided to post it. Lo and behold, the buyer is now claiming ithe item is faulty and wants to return it. The item wasn't faulty but I know there's no point in me trying to dispute this.

Accepting the return request is easy enough, but how the heck am I supposed to provide a return label? Why can't it be returned through eBay's global shipping provider?
I'm given the option of uploading my own label or buying one from parcel2go, but clicking that changes everything to Italian, meaning I have to translate everything as I go along. And even though I am following their step-by-step instructions, the Italian site is telling me that I don't currently have any applicable returns.

[style_wise]

You are correct, this should be easier with GSP... and it is!

Insist the Buyer open an INR return case. Generally speaking, because it's GSP you keep the money, and eBay deals with the return. eBay takes care of any refund. You don't issue a label. You don't receive the item back. And eBay protects you from any Negative / Neutral feedback.

[ereiam-jh]

The buyer already opened a "doesn't work or is defective" case without even contacting me, so it's too late for that.

[plpmr]

unfortunately that puts matters in your [the sellers] hands to arrange the return etc for a refund.

Global is a one way street.

[cobwebcottage]

You have two other options.

Ask your buyer to purchase a label and then refund them for the cost. The refund for the postage will have to be sent off of Ebay so payment through Paypal or similar. They will then need to add the tracking number to the return case.

or

Refund them in full and put it down to experience. You have to weigh up the cost of the item and the return postage price.

Block Italy from GSP.

[ereiam-jh]

I'm aware. I was just venting about the stupidity of it and how eBay's own instructions for how to buy a label via their portal does not work.

[ereiam-jh]

I have offered to cover the cost of the return label if they purchase one themself but they are refusing.

The buyer is now suggesting an 85% partial refund and they'll keep the item. Even if I agreed to that (and I don't) eBay make partial refunds impossible once I have agreed to accept the return. Everything I click on within the return portal is a one-way-street; nothing can be undone.

It's farcical.

[4_bathrooms]

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@ereiam-jh wrote:

I have offered to cover the cost of the return label if they purchase one themself but they are refusing.

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Could it be returned by post?

[ereiam-jh]

Yes, it's just a small parcel weighing under a kg.

[4_bathrooms]

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@ereiam-jh wrote:

Yes, it's just a small parcel weighing under a kg.

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I was going to suggest buying a label via Poste Italiane's website but the process seems to crash when I do.

The one thing you will need to do is ensure the "Returned Goods" box is ticked on the CN22.

[sml192]

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@style_wise wrote:

You are correct, this should be easier with GSP... and it is!

Insist the Buyer open an INR return case. Generally speaking, because it's GSP you keep the money, and eBay deals with the return. eBay takes care of any refund. You don't issue a label. You don't receive the item back. And eBay protects you from any Negative / Neutral feedback.

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I think you are confusing the Global Shipping Program (GSP) with the newer Ebay International Shipping program (EIS) which is currently only available to sellers in the US.

With the GSP sellers are only protected if the item is lost or damaged following receipt at the UK hub.  Any other returns are entirely the responsibility of the seller and have to be dealt with by the seller.  It is one of the major disadvantages of the GSP.

However, with the EIS program sellers are fully protected once the item has been recieved and inspected at the international hub and all returns are handled entirely by eBay with no involvement from the seller. 

Hopefully eBay will replace the GSP with the EIS program for UK sellers at some point. 

[ereiam-jh]

Yes, I already tried all that but was getting nowhere with it. 
I ended up clicking something within the return console saying that I'd come to an agreement with the buyer about how they'd return it and now there's no going back from that. It says the buyer has until the end of September to return it. 
The buyer is clearly trying their luck because they're now saying it'll cost 50 euros if they have to buy the label themselves.

[4_bathrooms]

Try ParcelHero; that seems to work for me.