How do I determine if a sale is eligible for eBay-provided return labels?

[amesrg]

I got scammed by someone who purchased a camera lens and wanted to return it.  I tried to purchase the return label through eBay but was not able to do so.  I called eBay and they said they don't know why the sale was not eligible for an eBay-provided return label.    This was a US buyer in Florida and I had no issues purchasing the initial label through eBay.

So I purchased a return label directly from UPS but the buyer claims it does not work.  Of course, it does: you can enter the tracking number on the UPS website and it says "awaiting shipment".  The issue is that eBay says it's up to him to determine if the label works or not.  If he says the label doesn't work then he keeps the lens and gets a full refund.

Obviously, this is a scam.  Well, it's obvious now...

So, how do I know if a sale is eligible for purchasing a return label through eBay so I can prevent this from happening again?

Furthermore, how do I refuse those kinds of transactions?  I can't find anything that seems remotely close to that option.

Thanks

[ajs_coins_and_alchemy]

Then value of item (signature required) or other.

[amesrg]

"Why couldn't you purchase a label through eBay? People have hypothesized whether or not it's due to the high value (Over $750) and issue of no signature. That is possible. Maybe this exceeds the limits of a USPS "return label". I believe they return labels generated are those specific USPS Return Service labels, but i'm not 100% sure, I've only experienced a couple returns but always with outside labels."

So why was I able to ship TO the buyer with insurance and signature?  (EDIT: and with a label purchased through eBay)

And I didn't use USPS, I used UPS.

[itscalledapostingid]

Regardless of that if you properly uploaded a label and were prompted to enter the carrier and tracking number into return case it should be shown in the return details.. with an entry like "Seller provided return shipping label May XX."

[amesrg]

I can't explain that but it's not an issue I'm facing.  In fact, the buyer's entire claim is based on the fact that he *did* receive a shipping label and it does not work.  I supplied all the info eBay required via the buttons/links/instructions provided and within the timeframe required, as confirmed by eBay.

So I'd prefer to leave that particular rabbit hole for a different thread.  That's not my issue. 

Thanks

[amesrg]

In fact, when I called eBay they read the last four digits of the tracking number to me to confirm they had the right info.  So they definitely have it and the carrier/tracking info was entered exactly as the required.

[albertabrightalberta]

---

@r_lresale wrote:

---

@amesrg wrote:

I don't recall the exact timing but I started the return within a day.  Definitely not anywhere close to three days.

I understand the issue you're describing - that's not what's going on.  This is not an issue of taking too long to reply.  I provided the return label well within the eBay response time requirements.  eBay does not dispute that fact, nor does the buyer.  That's not the issue.

---

@amesrg you did not in fact upload that tracking number officially into the case. As shown in your screenshot buyer opened request May 7 and no response on your end for eight days so buyer escalated to a case because you didn't provide proof that that label WAS valid. I can take pictures of a created label all day long and send a pic and then cancel label or could have taken a picture of a used label, etc. and it means nothing. Other users have told you and sent the link with instructions on uploading a return label you bought on your own to the request. Procedure is to upload pic, choose carrier associated with the label, and upload that tracking number to the request itself so it is recorded in the details. You had until May 10 to do this showing you responded to the request. On May 11 buyer had every right to escalate to a case and ask ebay to help. Not responding officially you basically told ebay you had no interest in helping the buyer or wanting your item back so ebay believed you and will issue the refund and will not require the item back. You also got a defect on your account for not responding. 

As a new seller you need to familiarize yourself with procedures and buyer protections to protect your own interests as otherwise you won't be selling very long. 

The answer to your question "How do I know when a transaction is not eligible for an eBay-provided return label?" has been answered many times...every sale is eligible UNLESS you don't respond or follow procedure. No scam here at all you just need to understand policy and procedure before listing anything else. 

---

I think this is exactly what happened. 

Had the OP actually pasted the tracking number into the return request, when the case was escalated by the buyer, Ebay would have been able to see that the label was provided and that the carrier was waiting for the package. 

At that point (escalation), ebay would have decided in the seller's favor because the item wasn't returned even though there's proof of the label having been provided. (When the seller complies with ebay policy but buyers don't return the item, seller wins the case.) 

But again, the tracking number MUST be posted to the claim/return request/dispute. 

[amesrg]

"But again, the tracking number MUST be posted to the claim/return request/dispute. "

It was posted to the return request, as confirmed by eBay and the buyer.

You guys are hypothesizing about a problem that is not mine.  Please use another thread for that purpose.

[inhawaii]

---

@amesrg wrote:

Yeah but eBay relies 100% on the buyer to determine if the label is legit.  All the info is entered into the return details - I asked them to pull up the tracking number to confirm it's legit and they said they don't do that.

---

 I find it odd that you would say that. Why would you ask them to pull up the tracking number if it was properly entered in the return?  I think @r_lresale may be on to something.

[ajs_coins_and_alchemy]

---

@amesrg wrote:

"Why couldn't you purchase a label through eBay? People have hypothesized whether or not it's due to the high value (Over $750) and issue of no signature. That is possible. Maybe this exceeds the limits of a USPS "return label". I believe they return labels generated are those specific USPS Return Service labels, but i'm not 100% sure, I've only experienced a couple returns but always with outside labels."

So why was I able to ship TO the buyer with insurance and signature?  (EDIT: and with a label purchased through eBay)

And I didn't use USPS, I used UPS.

---

Ok. In my experience EBay auto-generates labels for returns. When the case is opened, and the label is approved (had you been allowed to "provide a label" via eBay) it would just automatically produce a label for the buyer to ship the return w/o your further involvement. Usually goes through one of USPS's return services.

I have most frequently seen Parcel Return Service. My basic understanding is Parcel Return Service is a package that goes via Parcel Select shipping method, and the "Return Service" part of the label is essentially that the label is provided although the weight is unknown. The weight is recorded somewhere along the process of shipment and the resulting postage (based on weight/size) is charged to the appropriate party back through the commercial shipping account. (There are First Class, Priority, Parcel and other versions of the Return Service Labels).

So, I've personally seen Parcel Return SVC labels most frequently. I havent done a lot of returns as a seller but the handful of them i have done as a buyer, it's my anecdotal evidence.

So whats my point? First let me start by saying, how you shipped to the buyer and what service you used is irrelevant.

My comment in bold from my original statement simply is attempting to say EBay may not allow an auto-generated label at this high of a value. I'm personally unaware of the ability to click "provide label" to the buyer and then manually send the buyer an EBay generated label. I'm only aware of auto-generated labels produced by EBay. So that being said, EBay may not allow the auto generated label as they may not be set up for insurance and signature. Personally, if I had a high value return, I wouldnt want ebay handling my return label. I would want to provide it myself so I can ensure the safety of my merchandise. I would want to select my own insurance. My own signature requirement. My own carrier & service. I don't want eBay making those decisions for me as they have no stake in the process.

So... why are you able to purchase a label with signature and insurance to ship to the buyer? Because eBay offers that service.

Why is EBay not allowing a shipping label for return provided by them? MAYBE (hypothetically) it's because they have a policy that they wont do that for high value items and don't want to be handing out labels for high value items. They may want you to take the responsibility of creating that label to send to the buyer so they don't have any liability in the situation.

I haven't changed my stance, I have only sought to clarify it as it apparently wasnt clear. Hope i have clarified it for you.

[dhbookds]

Maybe it's time to ask Ebay..........

devon@ebay 

How do I determine if a sale is eligible for eBay-provided return labels

[amesrg]

I called eBay again this morning and they confirmed the tracking number is valid and provided to the buyer well within the required timeframe.  They said it all appears fine in their system and the fact that it doesn't show up on the return details is not an issue. 

They also said the value of the item would not preclude purchasing a label through them.  However, they still could not explain why I was unable to purchase a label through them.

At that point I again offered to purchase a label through eBay and they said I cannot because there is already a valid shipping label associated with the return.

So, despite the protestations here, I have done everything correctly according to eBay. 

[ckimodog]

@dhbookds 

They'll alert the proper department concerning and get back to you...

Standard reply.  

[amesrg]

To clarify: "valid" means it was properly entered into the eBay return details page along with the carrier and an image of the return label.  "Valid" does not mean, to eBay, that it actually works.  They do not make that determination.  They rely on the buyer to make that determination. 

[dhbookds]

@amesrg 

So, is the question.......can  a buyer claim the label "doesn't work" and receive a refund without returning.......or is it........why couldn't I buy the return label on ebay? 

[amesrg]

I guess I don't follow.  The first is not in question - eBay has already confirmed the buyer makes the call on whether the label works when it is *not* an eBay provided label.

The second is closer to what I was hoping to get out of this thread but I still don't know: how do I know when a sale is eligible for an eBay return label?

It seems nobody knows, including the people I have access to at eBay.