Return Problem

[idioteque928]

So I had a buyer open a return today. The return was approved, and they immediately opened up a case to have eBay step in and help them.

I'm now on with eBay customer service and they are saying that it was an issue being an international order. It was not an international order as it was delivered to Virginia. I do not take international orders except through the global shipping program which it tells you if that was used.

This all feels a little fishy to me, and am curious if anyone has had anything similar happen to them, and how they went about it?

[idioteque928]

I also received this email on eBay from eBay:

Hello *****,

I'm contacting you about the return request **** filed for  (******) by ********.

I've reviewed the details of the request. The buyer is returning the item for a full refund. A return label was provided to the buyer, but there was an issue with that return label. We're asking you to take further action to arrange return shipping.

I’ve placed the request on hold for 4 days to give you time to arrange the return shipping with the buyer. Please note that if you don’t resolve the issue by May 8, 2022, we’ll issue the buyer a full refund on your behalf without requiring the item to be returned.

There are several ways to provide return postage for your buyer. To learn more about your options, please visit the Return shipping options page.

Thanks for your patience and understanding.

Thanks,

eBay

Customer service is now telling me I do not have to provide a new shipping label, and they will tell the buyer to use the old one. Very confusing. Customer service also said "never mind it isn't an international order. disregard" adding to the confusion. 

[pjcdn2005]

Perhaps the buyer used a freight forwarder and expected to have a return label that they could use from their home country.  But of course you are only required to provide a label from the US address.

[otow_18]

---

@idioteque928 wrote:

So I had a buyer open a return today. The return was approved, and they immediately opened up a case to have eBay step in and help them.

A return label was provided to the buyer, but there was an issue with that return label. We're asking you to take further action to arrange return shipping.

Customer service is now telling me I do not have to provide a new shipping label, and they will tell the buyer to use the old one.  

---

It is not well-known, but once you have accepted the return @idioteque928 your buyer can immediately contact eBay directly -- there is no option to ask eBay to step in after a return label is issued -- and pretend that it cannot print the return label.

Since that is impossible to verify, eBay will seek another return label from the seller. This is where you must take action.

eBay will not be telling the buyer to print the label already issued -- it is gone, and disappears after eBay steps in. Instead, you must

- buy a shipping label e.g. from here,

- attach an IMAGE of the label in an eBay Messages message to the buyer, and

- contact eBay again to announce that you have provided the return label ahead of the 4-day deadline.

Then eBay will throw the case back at the buyer, and it must use that label before a 10-day deadline.