@pg_kicks wrote:
Could you please tell me if a customer returns an item using a label purchased from eBay if it is marked as delivered but it is not actually delivered, with no proof, how do we go from here?
The original seller can not input a claim as the label was purchased from ebays Royal Mail account and any compensation would be given to eBay, also unless eBay are willing to give account number and address a claim can not be opened, but eBay are taking delivered on Royal Mail website as enough proof, even if the post person have marked it incorrectly.
I have had the issue a few times and each time it has resulted in hours of being passed pillar to post between agents who don't have a clue. I'd like a standard across board for any future issues.
Hi @pg_kicks,
This depends on whom the owner of the label is and the reason for the return.
If it is an item not as described case the money for the label (even an automatic one through eBay) comes from the seller. In this situation if the tracking shows it has arrived back to the seller we would need a refund to be issued within 2 business days and the seller (who will be charged for the label via eBay) will need to reach out to Royal Mail.
If the buyer purchased the label for example in a remorse return they would need to reach out to Royal Mail.
This looks to be a more complicated one to discuss publicly so I would recommend reaching out to customer support again to go through the details.
Thanks,
Katie
