Buyer unable to print return label

[secondsnmore]

A buyer had opened a return on item and sent me a message that they were unable to print the return label, giving them message “Unable to Print. Try again Later.”  I replied back with asking the buyer to see if they could try other computer to print and apologize as there’s not much I can do at my end. My returns are 30 days with Buyer pays shipping. 
Today, buyer asked eBay to step in and eBay wants me to send the buyer the shipping label. 
How do I send buyer the return shipping label, when it should automatically provide them with a label when they purchase it? 
Any help or advice is appreciated as I’m still new to this. 

[nono-8172]

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@secondsnmore wrote:

Today, buyer asked eBay to step in and eBay wants me to send the buyer the shipping label. 

How do I send buyer the return shipping label  

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Buy a shipping label here. It's OK that sender and recipient are the same -- coming or going, it returns to you -- but change the sending zip code so postage is calculated correctly.

Then either attach the label as an image in eBay Messages to the buyer, or get the buyer's email to send the label as a PDF attachment.

If you don't provide a label @secondsnmore even though the buyer may be responsible for return shipping, eBay will force a refund no return needed.

[lacey294]

Is the buyer unable to purchase the label?...or print it?  Why can't the buyer just go to a mailing center and pay for a shipping label?  I've not had to return anything, but, as a seller, I buy my label and opt for a QR code where the post office to prints my label for me.   What am I missing here?  

[mtgraves7984]

Let's back up one step... you did  approve the Return request, no? That should create an eBay-generated return shipping label for your buyer to use. Also (and I'm aware you're not the buyer), when I see eBay messages that say, "Try Again Later", I do. You'd be surprised at what you might get half an hour later. I'm just sayin'...

[secondsnmore]

Yes, return was approved automatically. When buyer goes to print return label it gives them error message. As I replied to the buyer to try other alternative of printing and there’s not much I can do on my end. 
Buyer asked eBay to step in and now eBay wants me to send buyer return shipping label.

[secondsnmore]

Buyer is unable to print label. I recommended other alternative if printing (another computer, PO) for the label. But buyer asked eBay to step in, now return is closed but case is open. eBay wants me to send buyer shipping return label. 

[calntom · Accepted solution]

I have not had a buyer unable to print a label. If it were me, I would purchase a label and send it to the buyer thru eBay messages and add it to the return case if possible. Make sure eBay can see that in the return case and in messages that the buyer has access to a label to print.

Perhaps even send one via snail mail and note that in eBay messages if you want to cover all bases. 

And of course, it might be advisable in the future to do these things before eBay steps in. 

I would be bringing this to eBay's attention thru Facebook or Twitter via direct messaging if eBay has been asked to step in.  They can head things off at the pass, so to speak,  at times. The phone support reps, not so much.

[ilvanhalen]

As a seller, I'm unable to print a shipping label.  eBay seems to have an issue at the current time.

[monster-deals]

If the buyer can't print the label that is a them problem and not a you problem.

You aren't their tech support.

[nono-8172]

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@monster-deals wrote:

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@secondsnmore wrote:

Today, buyer asked eBay to step in and eBay wants me to send the buyer the shipping label. 

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If the buyer can't print the label that is a them problem and not a you problem. 

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Perhaps give the OP a read. Now that eBay has already stepped in @monster-deals would that be safe advice?

[monster-deals]

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@nono-8172 wrote:

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would that be safe advice?

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If the seller has indeed sent the label, yes.