Arranging return but postage label option not there

[microvolk]

I am arranging for a buyer to return an item. I mixed two lables up & she & the other buyer got each others purchases. (So iw ill have to do this twice) She has opened a returns case as requested. I am following the steps but the guidnce is no help. From the see details there is no option to send a prepaid label as I promised I would do. The EBy help says it is there but there is no link of any sort.

Can anyone shed light on where & how I get a label to her? Thank you

[rusticrye]

As long as she has opened a returns request for not-as-described, and you've agreed to refund on return within the return request, Ebay will have automatically supplied her with a tracked returns label at your expense. There's nothing else you need to do until you receive the item back. You will then have to refund her in full through the return request, and relist so that she can buy again. You go through the same process with the other buyer.

If she's opened a returns request for the wrong reason (what does it say on the opened request...?), one for which she has to buy a returns label, come back for further advice.

@microvolk 

[microvolk]

Despite a clear request to open a not as described case it appears this is just a request to return as the reason is "doesn't fit" & she has then entered "not as described" in another box. It doesn't help not seeing what the buyer sees. And why do I never see under the options menu on these discussions a "reply" box?

[rusticrye]

She didn't have to open a case. All she had to do was choose 'not as described' from the list of reasons presented to her when she opened the return request.

'Does not fit' returns are at buyer's expense, so she's messed up. Tell her to buy the postage label through the return request, and that you'll send her a refund for that expense via a private PayPal 'gift' payment as soon as you receive the item back.

@microvolk

[john1297576]

What sort of case was opened. Only a Not As Described Case will give you the option to send a prepaid return label. An ordinary return the buyer pays return postage.

You can send a Paypal friends and family payment to the two members to cover return postage.

[microvolk]

I asked her to do a NAD case but it seems this could be just a request to return with not as described as the narrative reason. If so I guess this cannot be cancelled & the NAD case opened instead

[rusticrye]

As long as she chose 'not as described', the return request will work in exactly the same way as a NAD case - Ebay will supply her with a tracked postage label at your expense.

@microvolk

[microvolk]

The radio buttons on the case showed a few options, 1) accept return (buyer pays postage) 2 give full refund (buyer keeps item) 3 Give partial refund etc etc. So no I cannot see that adding the words Not as Described elsewhere on the case reasons have triggered a label but I have asked her if she has received one. Otherwise I will have to use PayPal & send her the money.