Confused about refunds

[rhpt]

A buyer requested a refund, and I followed the prompts on the app and completed the refund. I did not realize the refund would be immediately credited back without the seller having to return the item. I also can't find a way to send a shipping label to the seller to return the item. When I look at the refund request on eBay, it says that the case is closed and eBay can no longer help.  Is there anything I can do to ensure the buyer returns the item?

[inhawaii]

You did it wrong.

You don't refund until AFTER the item is returned to you.

When you refunded the buyer,  that closes the case.

Now that the buyer has the refund, there is no incentive for him to send the item back.

Ebay will not take the refund back.

Ebay can not make the buyer return the item.

Your only recourse at this point is hope you have an honest buyer who will still return the item to you.

Communicate with your buyer ... and be nice.

Good luck!

[rhpt]

That's unfortunate.

The refund process in the app doesn't have any notices about asking the buyer to return the item first before issuing the refund. It prompts you to go ahead and refund the buyer. 

[downunder-61]

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@rhpt wrote:

That's unfortunate.

The refund process in the app doesn't have any notices about asking the buyer to return the item first before issuing the refund. It prompts you to go ahead and refund the buyer. 

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It should have asked you to "accept the return" first - then the label gets sent and so on....... maybe in future claims use a desktop or laptop to deal with if the process is not showing up correctly in the app

[buyselljack2016]

One more reason why I do not use my phone to do eBay. (not that I'm smart enough to use it for that anyway)

I have no eBay app on my phone, so do not know what it shows, but on a PC we are presented with "choices" when we have a "return request".

One of those choices is to "refund". It clearly states that the buyer will keep the item.

If you message with the buyer it may be possible to get the item returned if you provide the buyer with return funding or send them a pre-paid shipping label.