Buyer used wrong zip code and item was returned to me, I cancelled order but lost shipping charge?

[shy_gamer]

As per title, do I lose the shipping cost when I cancel an order that was returned? I contacted eBay and they said I would be refunded shipping but I don't see it being credited to my account. The agent I contacted confused me by saying I was already refunded by when I checked the transactions I do not have a credit for the shipping label.

[caldreamer]

USPS does NOT refund shipping because package had wrong zip code.    Shipping was "used up" when item was shipped and would never be refunded.

[robbie31415]

That's true on eBays side, but if you don't refund anything that increases the likelihood of a chargeback and that would most likely go against the seller because they don't have tracking proof that item was delivered to buyer.

It's better to just recoup loss and issue rest back, to try and avoid chargeback.

[shy_gamer]

I may have spoken too soon, I notice there is another email (along with my refund email) saying USPS is processing the request and is awaiting approval. Does this mean the refund on my CC may be cancelled?

[nh7235]

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@shy_gamer wrote:

I may have spoken too soon, I notice there is another email (along with my refund email) saying USPS is processing the request and is awaiting approval. Does this mean the refund on my CC may be cancelled? 

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If the USPS discovers that service was provided and the label was in fact mailed, it won't refund and you may get in trouble.

[shy_gamer]

That means I was given incorrect information for the third time. Looking over the chat transcript she said the package was not shipped and I missed it.

[mam98031]

@shy_gamer 

I'm not sure why you would cancel the order.  The order exists, there was just a problem.  All you needed to do was email your buyer and explain the issue you are having and that you have the item back.  The communication is very important and the first thing you should do before anything else.

When I get a transaction similar to this one, I give my buyer a couple of choices.  I let them know I can refund them for the item less original shipping and any non refundable fees.  Or I can invoice them through PayPal to reship the item with the correct shipping information.  I let the buyer decide.  It makes things much smoother.  I do not decide for them unless I don't hear back from them by the end of the week.

One very important thing to remember.  If the buyer chooses to have you reship the item.  DO NOT print the new shipping label from the Ebay transaction.  Not only would it be the wrong address, it would overwrite the original tracking history and you do not want that to happen.  Go to PayPal and print the label from their payment with the corrected information.  This is very important.

[mam98031]

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@shy_gamer wrote:

This is eBay's fault then for telling me I can cancel the order and I will be issued a refund for shipping. Now I don't know what to do because I can't talk to an agent again, I don't know if they blacklisted me or what.

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What?  Don't get paranoid.  They forgot about you as soon as the call was finished.

You did get bad info from them.  If you haven't cancelled the transaction don't.  If you have, you learn what not to do for the next time this happens.  BTW Ebay nor your carrier is going to give you a refund for the shipping.  That was a much a complete fabrication with no basis of factual information.  Sorry!

[mam98031]

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@shy_gamer wrote:

No, I was not rude or anything and I didn't get hung up on, but for some reason when I call or try to use chat I no longer have an option to contact an agent.

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Agents aren't always available.  They don't work 24/7.  

I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service.

https://twitter.com/askebay?lang=en

https://www.facebook.com/eBayForBusiness/


If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.

https://www.ebay.com/help/contact_us?id=4002&st=10

For the Payment Team
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&...

[mam98031]

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@shy_gamer wrote:

I was finally able to get in touch with an agent via chat, and they issued me a refund for the shipping. Thanks everyone for the help!

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Boy you sure got lucky on that one.  I'm very glad you were able to get this credit.  Was it for $6?

[shy_gamer]

How do you print shipping labels and send invoices on PayPal? When I go to my PayPal account I don’t see any option to do that, all I see are all the shipping charges I incurred.

[ckimodog]

@shy_gamer 

It can take up to 10 days to be refunded. 

[ms.rodriguez*]

Actually, no.  You are supposed to know ebay policy before you list. It's also common sense that if the shipping label was used, the post office did their job and you can not take back the money that was paid to the post office.  Look at the bright side, you have earned to nice deduction or two for when you fill out the taxes next year.   You still write the payment in the EARNINGS column but you deduct the entire transaction since you refunded.  If you had to pay to get the item back to you, then that is a second expense deduction.  
Block the buyer.  Retake the photos and relist. Add a few dollars more.  I say retake the photos because some buyers remember the photos and if it sold a few weeks ago, why is the seller listing it again.  By taking new photos and changing the price a bit, it appears as a different item.  You can change the description slightly too or add "email if you have any questions" and this will make it look different from the first ad.  Goodluck.

As you already realized, customer service is notorious for lying to get you off the phone so that they can answer the next caller.   It's been this way for years.  Nothing that can be done.

[fern*wood]

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@shy_gamer wrote:

I may have spoken too soon, I notice there is another email (along with my refund email) saying USPS is processing the request and is awaiting approval. Does this mean the refund on my CC may be cancelled?

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I'm trying to follow this thread, but don't understand why you are receiving an email from USPS.  Did you try to void your used label?   You stated ebay issued you a refund, so why is USPS involved?

[shy_gamer]

The online agent refunded my postage (voided the label) even though the package was already mailed. She told me it hadn't shipped yet, and I missed that in the chat otherwise I would have corrected her. I received 2 emails, one from PayPal saying my refund was processing and another from eBay saying USPS was processing the request and pending approval. 

[mam98031]

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@shy_gamer wrote:

How do you print shipping labels and send invoices on PayPal? When I go to my PayPal account I don’t see any option to do that, all I see are all the shipping charges I incurred.

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When the payment comes in from your buyer.  Similar to Ebay there will be an option on the payment to print a label.  

If the buyer pays you and you still have a problem, come on back and I'll be happy to help you a more.