buyer says he hasn't received a return shipping label

Question

I have a buyer who requested a refund. We accepted the request and sent the return shipping label (we pay for return shipping). When I click on the status it says that it's waiting for the buyer to ship the item. However, the buyer messaged me today and said that he hasn't received a return shipping label. Is there a way for me to find proof of the return shipping label that was sent to him?

redeemedcollectives · Answer

No, I have not refunded the buyer yet, since I haven't received the item back yet. I was able to get in touch with an eBay representative who told me that the problem is on eBay's end - they haven't created the label yet and it can take 3 days to process it. It's been over 3 days now and it still hasn't been processed. They told me to wait a couple more days and if it still hasn't been sent to ask the buyer to request that they resend the label. I don't think it's right to make the customer do more work, but that's where we're at.

jacbarcollectibles · Answer

Did you make a refund before the buyer returned the item? If so then once the refund is made the buyer cannot access the return label as eBay considers the purchase closed.