Buyer says they returned the item but has not been delivered

Question

The buyer submitted a return and it showed they used a self service kiosk at the post office. The tracking for the last 10 days still shows usps is awaiting the item. The buyer has now claimed it has been delivered and wants a refund. When reporting a problem, there is no option to report item was not delivered back to me. How do I proceed?

disneyshopper · Accepted Answer

Did the buyer file a returns request through ebay, and did you accept the return? If so, ebay sends the buyer a message that includes a link to print out the return shipping label. When tracking shows Delivered, you have 2 days to refund the buyer.

If the buyer used a different method to print out the return label (you said s/he used a kiosk at USPS), did s/he upload that tracking number into the returns request?