Buyer canceled a return and needs to initiate a new return

Question

My buyer cancelled his return but the system won’t allow him to restart the return what do I do. Also I’m unable to reach a live customer service agent to resolve this.

mudshark61369 · Answer

@4mulacar ,

What type of return did the buyer file? Was it a not as described or not working type one or an item not received dispute? If it was a not as described, not working wrong item sent...etc. dispute that they cancelled then they cannot open another one. eBay only allows one of those type disputes to be filed. If they filed an item not received and close it, they can file a not as described, damaged type dispute.

You can work with the buyer through messages but you would have to deal with returns by mail, since you cannot share contact info through ebay messages. You could mail them a return shipping label and once you get the item back issue a refund. Open the link below and click on the Issuing a refund button to see how to do that.

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182