Not Able to Return Defective Item

[enterprisemarine]

Bought a NWOT item, received with holes all over it, started return request a few days ago. Got a message asking me to send the item back for a refund with link to print return label. Click the link, there's no return shipping label. It says some techinical issue or something, and asks me to try later. Tried several time, there's no return shipping lable. 

Tried chat, no help. AI just keeps sending me back to the return status - print return label - NO label. No option of asking eBay to call back (it says closed). Anyone has any idea?

[eburtonlab]

@enterprisemarine 

If you have already been refunded, the return label link will no longer work. Otherwise:

If you are using a link in an email, make sure you are actually signed in to the same eBay account you used to make the original purchase, or the link will not work.

If you purchased as a guest, sign out of your current eBay account or else open the link using a private or incognito browser window.

If that is not the issue, try using a different browser. Find the transaction in your Purchase History and get the return label there.

[enterprisemarine]

I have not been refunded. 

My eBay account is remained signed-in at all times. I went to my Purchase History, find the item, click the View Details as below

You've requested to return this item. View details

Then I was brough to a page with Print Label button. I click it, and here's message:

Ship your item by Jul 10

We're working on it!

Unfortunately, we are not able to provide you with the desired label due to technical issues. If available, you can try selecting a different carrier or try again later. Otherwise, contact customer care to help troubleshoot.

Return shipping address

I agree to the USPS Mailing Standards for  Domestic Mail  and the  Privacy Act Statement . I further agree to the  Domestic Shipping Prohibitions, Restrictions, & HAZMAT requirements , failure of which can result in civil/criminal penalties. 

Try againMark as shipped

Tried many times, same result. I am very familiar with eBay return process, this is the first time it happens. Of course, I did find anyway I can contact Customer Care, I could not pass the AI.

[soh.maryl]

Did you actually open an item not as described case?  

[eburtonlab]

@enterprisemarine 

If nothing else works, try this link to request a call back:

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

If you are unable to get a call back, that may be for several reasons; a location outside of North America, VOIP phone, and call blockers (personal or that of a service provider) are often issues.

Try contacting eBay via social media direct message:

https://x.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

[enterprisemarine]

Yes, I did.

[44012]

Did you let the seller know that you have an issue?

I am only curious because maybe the seller could contact ebay though chat to solve the problem.

I know a few days ago USPS labels were messed up and some of the tracking numbers were repeating and already used. It didn't happen for everyone but I was wondering if perhaps the technical issue you are having was overlapping with the timing of eBay fixing the shipping label problem. 

Sometimes sellers can help. Perhaps your seller can maybe cancel that label and issue another one.  Or perhaps the seller can try to chat with ebay. It doesn't hurt to ask.  (Note: I have never had this happen to me so I don't know exactly what a seller can do after sending a return label.)

[enterprisemarine]

I did contact the seller. She's quite nice and accepted the return. I just sent her a message and told her what's going on. I will wait and see if she can help. 

[enterprisemarine]

I used the Call Back link, and someone from eBay called me within one mintue. He said he'd generate a return shipping label and email to me, which he did after hanging up. The bad news is, it is another link in the email. Same as before, I can go all the way to the return detail page, and when I click Print Label, there's no label, but a message ask me to contact Customer Care

[44012]

Did you let her know that you can't print the label?

[enterprisemarine]

Yes, I did. 

[kensgiftshop]

---

@enterprisemarine wrote:

I used the Call Back link, and someone from eBay called me within one mintue. He said he'd generate a return shipping label and email to me, which he did after hanging up. The bad news is, it is another link in the email. Same as before, I can go all the way to the return detail page, and when I click Print Label, there's no label, but a message ask me to contact Customer Care

---

Are you using the app or using your web browser?

Have you tried using a different browser?

[enterprisemarine]

Yes, I did. I tried using different browsers, and I tried the App on my phone, my tablet, my PC. All the same. There's "Print Label" button alright, just when you click it, it tell me there's a technical issue. And 2 agents I spoke to could see the problem too, they just didn't know how to fix it. One sent me another link which led to the same place, the other asked me to wait for a link which I already received and not working. 

[enterprisemarine]

I have since done a Google search, since nobody seems to be able to help. Obviously, I am not the only or the first one who is having this issue, the scary part is nobody ever figured out how to fix the problem. See below posts, all exactly the same problem:

https://community.ebay.com/t5/Ask-a-Mentor/Print-label-return-issues/td-p/34665263

https://community.ebay.com/t5/Ask-a-Mentor/cannot-generate-return-label/td-p/34670623

https://community.ebay.com/t5/Ask-a-Mentor/Return-label-not-attached-issue-Arrived-damaged/td-p/3467...

https://community.ebay.com/t5/Ask-a-Mentor/can-t-print-return-label-due-to-technical-issue/td-p/3307...

[eburtonlab]

@enterprisemarine 

In the last of your four links, the original purchase was made as a guest, so the label would not be available unless the user signed out of the current eBay account and used the link in the guest order email.

Since you indicate you can find the transaction in your Purchase History, this is not the case for you.