Locked
Discussions in this board are limited to the original poster and Community Mentors
Return Debacle and Terrible Agent Support
Summary: dpikop1 is experiencing confusion with eBay's return process after a damaged item was sent back by a buyer. They attempted to provide a return shipping label through eBay but received conflicting information via email, leading to a series of unhelpful calls with agents. Despite assurance of a generated label, they remained unsure how to proceed. eastlaneave advised creating a label through a third-party service and uploading it to eBay. dpikop1 is considering waiting for eBay's next steps and seeking advice on how to reach knowledgeable support. The discussion highlights difficulties in navigating eBay's return process and inadequate customer service support.
I was recently asked by a buyer to accept a return as the item I shipped arrived damaged. I asked the buyer to provide pictures of the packaging to which he refused. In any event, I accepted the return today, and I was informed online that I need to provide a shipping label. I knew this and selected the option for eBay to provide it to the buyer. It gave me 2 options for the carrier, USPS and, I believe, UPS and the associated costs. I selected the original carrier option, USPS. I was then directed to a page entitled "Awaiting Shipment - The buyer has until [date] to ship the item back. If you choose to refund the buyer now, then the return will close and you shouldn't expect to receive the item. If the buyer doesn't ship the item back by [date], we may close the return automatically and you will not be required to refund the buyer." Note: I could not access any of the Accept Return pages that reflect what I just said.
I thought all was fine until I received an email from eBay stating "You accepted a return for this item. Your next step is to send a return shipping label to [buyer] by Sep 15. See the return details to buy a label from eBay at a discounted rate. If you can't send a label by Sep 15, we may send the buyer a return shipping label and charge it to your monthly invoice. Check the item carefully when you get it back. If everything looks good, refund the buyer no more than 2 days after you receive the item back."
I thought I already provided the authority to purchase a label, yet eBay says no given the email they sent. I clicked on "See return details" and it brought me to the "Awaiting shipment" page again - nothing about purchasing a shipping label. I just completed a series of phone calls over the last 1.5 hours trying to find out whether I actually purchased the label or not. The first two agents hung up on me. The third was very professional, but he basically said I had to purchase another shipping label, but couldn't tell me how. He directed me to a page to buy another label to ship the item to the buyer...I needed the opposite. He finally connected me to an agent in shipping who confirmed that a label was generated, but I still needed to pay for it.
Has anyone else experienced this confusing treatment as this 28-year eBayer has? What's the proper way to get in touch with someone that knows the technical aspects of returns and associated webpages? Thanks.
eastlaneave
Mentor1 month ago@dpikop1
Regarding
Options
Customer Service doesn't use the software but they can 'see' the status of the case.
Here on the Community Boards we are eBay users and can provide advice about how to be successful, but we can't look at your account.
Ask A Mentor is where you are
https://community.ebay.com/forum/ask-a-mentor-57913/
There is another section called Report eBay Techincal Issues
https://community.ebay.com/forum/report-ebay-technical-issues-57911/
eastlaneave
Mentor1 month ago@dpikop1
Did you refund the buyer already?
If not, you can buy another label and send it to the buyer.
The first label will not be charged to your account unless it is used, so you won't pay twice.
However, if the item arrived damaged, I would just ask for photos and file an insurance claim. You don't need the item back to file the claim. (It's possible that the claim will be declined if the item is re-shipped.... when was it damaged: the outgoing or incoming shipment?)
dpikop1
OP1 month agoThanks for the quick reply. No, I have not refunded the buyer, as I need to confirm that, and potential future damage. Actually part of my problem is that there's nowhere now to purchase a return label from eBay as the email requested.
Yes, the buyer claims the item arrived damaged and furnished a picture of the damage, but has refused to send pictures of the shipping container (in the back of my mind, I wonder if he may have dropped it?) I checked with USPS and they replied they can investigate in either scenario. I know the claim may be rejected, but the item is vintage and expensive. I can repair the damage, but will need to resell it at a loss.
eastlaneave
Mentor1 month ago@dpikop1
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
Upload that label to the return case
If it won't take a pdf,
3) Open the pdf label and Save As a JPG file
dpikop1
OP1 month agoThanks, good info. I've decided to wait out eBay's action, given the shipping agent's discovery that the label is currently in the system. I guess my gripe is more about what I asked in the last sentence of my OP "What's the proper way to get in touch with someone that knows the technical aspects of returns and associated webpages?"
Thanks again for your insight.