Buyer refunded but item not returned

[juicycouturejessica]

Buyer claimed didn’t match description when it did. I spoke to eBay on live chat about it and was told I had no choice to accept the return as eBay will provide a refund no matter what whenever the condition is stated as not matching the description; with no investigation as to whether this is true. 

even the email that came through about the refund told me if I accepted the return ebay would provide a return label , something the agent on the live chat also said. 

I accepted the refund , selected eBay to provide return label and they were ‘refunded’ (nothing has come out of my bank or is pending either so I have no idea what’s happened with the money) But no label was generated. When I spoke to another agent they said I would have to provide a return label and I was miss-advised by the previous agent (despite the email also saying they would provide one).

I have since provided a return label to the buyer but haven’t received my item back? 

I had followed the advice from eBay agents and have tried to speak to them 5 other times via live chat but they tell me to “have faith” and “you can’t please everyone” and send me in circles in regards to calling them ( you can’t call in regards to returns as it tells you to use the website then ends the call and can’t request a callback with a uk number) 

what do I do? I’ve messages the buyer twice and had no reply. 

[cambriachick]

When you accepted the return the ball was in the buyer's court. They are the one who has to proceed and print the label and return the item.  It sounds like they did not do that.  The money will not be refunded until eBay can see the tracking number on the label they provided has been delivered. Leave the buyer alone, you're ahead at this point.

[inhawaii]

This is how it's supposed to work...

Buyers files for a return.

Seller accepts the return and provides a return shipping label to the buyer.

Buyer send the item back to the seller.

When the seller receives the item the seller refunds the buyer.

You shouldn't have refunded the buyer until you received the item back.

Now the buyer has a refund AND the item.

The only thing you  can do now is to (very politely) ask and hope the buyer sends the item back.

Ebay will not take back the refund.

Ebay cant make the buyer return the item.

I hope this works out for you.

If not, consider it a learning lesson.

Good luck!

[caldreamer]

EBAY Money Back Guarantee (supersedes "no returns" policy) allows customer to return item by claiming "not as described, defective, counterfeit).   Customer does NOT have to prove their claims.  EBAY always rules in favor of the customer.

When "not as described" case is opened SELLER is forced to pay for return label.   After customer returns item...SELLER must refund (purchase price + shipping BOTH ways). 

EBAY does NOT pay for shipping or refund price of item.   If customer got full refund "before returning item" that means they probably "reversed payment" with the credit card company (keep item and your money). Or customer might have complained to EBAY and asked them to "close case immediately" (they get immediate refund from SELLER and you get "defect" against you account because you "lost the case and EBAY had to step in to resolve issue".   

Never a good idea to ask EBAY to step in (customer always wins and seller gets defect).   

[ten_o_nine]

@juicycouturejessica 

 accepted the refund , selected eBay to provide return label and they were ‘refunded’ (nothing has come out of my bank or is pending either so I have no idea what’s happened with the money) But no label was generated. When I spoke to another agent they said I would have to provide a return label and I was miss-advised by the previous agent (despite the email also saying they would provide one).

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You accepted the return and provided a label thru eBay, what does the return case show?

[fern*wood]

Maybe there is just a hold on your money pending the return.  If it isn't returned, then eventually the hold will be removed.

[broto_64]

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@juicycouturejessica wrote:

I accepted the refund 

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Oh, but I thought you are the seller, so how you got your money back?

[vintage-camerastuff]

Please read and reread what you have written before posting.  People want to help but what you write has to make sense.

[martin2001]

One lesson from all this is to read ebay help pages and act according to the steps outlined there, not to talk to agents and ask them what to do.

When ebay initiates a return label it usually deducts the amount from your available funds (https://www.ebay.com/sh/fin/transactions)

The same with the refund. If you have no available funds, ebay will wait a few days and then charge your credit card on file. (I read on these pages that they deduct $$$ directly from the bank account but this has never happened to me, even if I had no available funds)

[acooper72]

I've had 2 return items supposedly sent back that I never received (tracking proves this) but buyer was  refunded out of my bank account anyway and eBay said it was up to me to locate my return.  Sellers don't have any rights and buyers do whatever they want. This was such a great auction site back in the day.