Hi! How do I send an eBay postage label for a return when I’m not getting that option

[emma28c4]

Hi, I’ve accepted a not as described return for an item (long story) and I can’t see a way to send an eBay postage label, as per ebay help page, it only gives me the option to purchase externally and upload from a photo. I’m not getting good communication from the buyer so feel a bit stuck. I’d happily have him take it along to the post office and I’ll pay him for it. If I bought a label from RM, he might be thinking Hermes...I just don’t know what to do...my options are - to upload my label, confirm I’ve already sent label or confirm I can’t  send a label...I just want ebay to magic one up and they charge me. Anyone had this problem? The help page says I can purchase a label through the return request which they can then print off, but I don’t have that option..

[rusticrye]

Have you agreed to refund on return through a case or return request opened by the buyer for not-as-described...? In so, Ebay will have auto-sent a tracked postage label to the buyer, at your expense if the buyer uses it. There is nothing you need to do.

Purchasing a returns label through a case is an option available to the buyer, if the reason they chose for the return is one that requires them to pay rather than you. The seller is only responsible for the return of  items which arrive damaged, faulty, or not as described.

@emma28c4 

[emma28c4]

Hi, thank you for replying! Yes there’s some confusion over the state of the jeans I sent, they are distressed and he didn’t realise it from the pics. I’ve accepted the return request so I need to pay for the postage. It’s not my fault but tbh I’d rather have them back and sell them at at a higher price, they’re brand new and he got them cheap. Ok it makes sense what you say but from my end I need to choose an option to either upload a label, or declare I’ve sent one or can’t send one, to be able to move forward. Just wish he’d email me. eBay keep emailing me to prompt me. I’ve emailed him to ask if he’d post them and I Paypal him the money, or if he wants me to try and upload one, but not heard back...

[tobiasd4]

If you don't provide label within 8 days of case opening, buyer can escalate case & ebay will refund buyer with your money & they keep item, so you need to sort label ASAP.
Buyer may be ignoring you so he gets a freebie.
As far as I know, there is option on case details to authorise ebay to send buyer label for them to print themselves.

[rusticrye]

I'm confused too.

For starters, why are you're emailing the buyer...? All communication should be kept within the case. Not that communication is needed - you and the buyer just follow the instructions provided. The entire system is automated and is very easy to use, so I'm not sure why you're trying to work outside of its parameters.

In an attempt to clear up any remaining confusion, please answer this important question: WHAT REASON DID THE BUYER CHOOSE FOR THIS RETURN REQUEST...?

If it was for not-as-described, or something else that you are responsible for, you can't have formally accepted the request (by clicking on the link within the request). If you had, you would not be seeing what you say you're seeing. The system is waiting for you to click the link to accept return-for-refund. That will automatically trigger a tracked returns label to the buyer.

If he chose change-of-mind or does-not-fit or something similar and you accepted the return (which is what I suspect has happened, but won't know for sure until you answer the above question), then HE pays for the label, NOT YOU. You need do nothing at all - the ball is in the buyer's court.  So stop communicating. He either buys a label and returns, or he doesn't.  If he doesn't return,  the case will auto-close in your favour.  The buyer gets only one chance at a return per transaction, so if he doesn't return, that's it. No return, no refund. 

@emma28c4