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Reopen a return
have buyer that started a return but closed the return now wants to reopen but says they cannot said eBay told them to contact me but I cannot find how to reopen the return
huntfrank
Posted Aug 13, 2026 at 11:27 PM · Edited Aug 13, 2026 at 11:27 PM·Last reply Aug 13, 2026 at 11:44 PM
1 comment
eastlaneave
MentorAug 13, 2026 at 11:44 PM@huntfrank
Neither you nor the buyer can open an official return.
If you want the item back, you can send them a prepaid label, or have them buy a label to return to you.
Then you can send a refund after you get the item back.
If you don't want it back, just refund. (If it's damaged and you are filing an insurance claim, just refund and file the claim)
SEND A LABEL
1) Create a label from a 3rd party site such as Pirate Ship
2) Save the label. By default the label is a PDF file
3) Open the pdf label and Save As a JPG file
- You could also screenshot or "clip" the label to make a JPG
4) Send the JPG to the buyer by eBay Messages. (PDFs don't send through messages.)
If your buyer does not have a printer, then you can buy them a QR code through pirate ship and send through eBay messages https://support.pirateship.com/en/articles/13706688-how-can-i-create-paperless-labels-with-qr-codes
SEND A REFUND
1) Go to your Sold order here: https://www.ebay.com/mys/sold
2) Select "Send Refund" from the drop-down list to the right.
3) You will be able to select the exact amount of the refund to send.
4) Confirm the refund