Ebay International Standard Delivery - Item Arrived Damaged.

[lovelygarments]

I sold a music box on Ebay to a buyer in Great Britain.  Shipping was done via Ebay's International Standard Delivery.  Delivery occurred yesterday.  She left great FB.  She contacted me later in the day and told me that music box does not work.  I was confused about what to do with international shipment. I started an insurance claim for the damaged goods.  I also told her to look on her end to see if there was anything that could be done to hasten return of her funds, short of "item not as described."  This morning I received a request from Ebay stating that she wanted to return the because it was defective.   I thought the next step would be Ebay would offer me the choices of sending a return label, and they would issue the label.   I approved the return, so that she could go ahead and get her refund.  Ebay does not offer the choice for the label to be sent to me - I have to pay for label and upload proof of the label.  I have completely messed everything up here.  I have tried to contact customer support, and I can't get past the automated messages.  Perhaps support doesn't start until later in the day - PST - and I'm on EST.  Does anyone have any thoughts on this - not on contacting ebay, but how do I handle a request on an international delivery?  I have been selling on ebay for a long time, and I have never had an international return request before, and I am baffled.  Thank you.  

[lovelygarments]

I have moved this message over to the Returns Board - where I should have posted in the first place.  Thank you.

[kensgiftshop]

On International shipments, you can't provide a return shipping label through Ebay.

You either buy one outside of Ebay and upload it or you have to sent the buyer the money to pay for the return shipping.

If you started an insurance claim, you need to refund the buyer and have them hang on to the item and package so it can be inspected if needed.

If it's returned, it voids any insurance.

[lovelygarments]

Thank you so much.  I did not want her to return the item.   I wanted to refund her, and let the insurance process go forward.  I just created chaos by not contacting Ebay from the start on how to handle this.  Hopefully when I contact ebay (when customer service opens) they will be able to correct everything, and I can just issue the refund, she keeps the item (and saves it as you said for insurance purposes), and we will see what insurance coverage does.  Anyway, lesson to self - don't ship music boxes internationally!

[lovelygarments]

Ken, Just an update to what happened:  I did talk with a customer service agent, and he advised me that the buyer was not protected under Ebay's Buyer Protection Program.  The agent suggested that I talk with the customer, and try to work out something.  I told him that I just wanted to do a refund.  He walked me through the steps to do it myself and skip the address label, and just go ahead and issue the refund.  On the plus side, the insurance company has already issued the refund to my Paypal account.  🙂