Issues with eBay return labels

[ournewenglandtreasures4u]

FedEx delivered returned package to the wrong location and obtained a signature which is not ours.  Additionally, the item was not insured for its value, I was told Ebay on does insurance based on the size of the return (WHAT?!) If give the options, we would have used our label and insured the coin for its value.

We obtained Proof of Delivery with a signature, which is not the correct signature, along with a PDF of the one FedEx sent us. FedEx did an investigation and determined the package was not delivered to the correct address and was "lost".  This Information was provided to eBay.

We do not dispute whether the customer is entitled to a refund because they did ship it back.  However, since eBay sent the label and did not include insurance on the shipment, they also refused to reimburse us for the value of the lost package or at least the cost that was refunded to the buyer, along with the shipping cost.    

Even after an appeal and the provision of all documentation.  Has anyone else had this problem?  

[comics-scifi-collectibles · Accepted solution]

@ournewenglandtreasures4u  I am sorry that this happened however eBay return labels do NOT come with insurance. 

This is from the policy page on return shipping>  

Return shipping labels don’t include insurance. If you want return shipping to be insured, see our section on alternative return shipping options.

If you want a return item insured then you have to provide your OWN return label> 

Provide your own pre-paid label

If you’d rather the buyer use your preferred shipping carrier for return shipping, or if an eBay label isn’t available, you can provide your own return label.

When using your own carrier, make sure to upload the label and tracking details to the buyer’s return request. For items that have a total cost of $750 or more, signature confirmation is required. 

Here’s how to send your own label from the View return details section:

1. Select Upload a shipping label and then the upload image icon.
2. Choose the label you want to send to your buyer.
3. Select your carrier and enter the tracking number.

Only eBay OUTBOUND shipping labels come with $100 insurance, except for Media Mail 

https://www.ebay.com/help/selling/managing-returns-refunds/return-shipping-sellers?id=4703&st=1