mam98031 • Volunteer Community Member • Buyer/Seller since 1999
More info would be needed. Printing a label from PP is really pretty darn easy. They just need to look carefully at there screen. There is an option to print it.
They can go back into their PP account and find the transaction for the shipping label where they paid for it. They could click into and look VERY carefully. They should be able to find a link to reprint the label.
If they don't, they are going to have to call PP because if we can't see their screens, it is really difficult to help them from here.
@valuetrendz wrote:This just happened to me where a buyer has a return, I approved the return label and they are receiving an error message from eBay stating the label cannot be generated. The customer called for help and eBay opened a case which changed the status from a return to a case. In turn I received a message from eBay saying if the label issue could not be resolved in 4 business days then eBay will sure with the buyer and they will get to keep the item and receive a full refund. I called eBay and they told me that I would have to purchase this label on my own, send this as an attachment to my buyer so they can return the item even though I did nothing wrong and there is a glitch in their system. Furthermore, even though I sent the label, this is still set as a case and not a return. The system still wants resolution in 4 business days so I have no idea what will happen then and neither do the eBay reps. Inexcusable. If you are going through this definitely call eBay to make sure they note the case.
Now none of that sounds good. Lets see if we can get you some clarification on this tomorrow from someone that can look into this for you.
@Anonymous
@mam98031 wrote:
@valuetrendz wrote:
This just happened to me where a buyer has a return, I approved the return label and they are receiving an error message from eBay stating the label cannot be generated. The customer called for help and eBay opened a case which changed the status from a return to a case. In turn I received a message from eBay saying if the label issue could not be resolved in 4 business days then eBay will sure with the buyer and they will get to keep the item and receive a full refund. I called eBay and they told me that I would have to purchase this label on my own, send this as an attachment to my buyer so they can return the item even though I did nothing wrong and there is a glitch in their system. Furthermore, even though I sent the label, this is still set as a case and not a return. The system still wants resolution in 4 business days so I have no idea what will happen then and neither do the eBay reps. Inexcusable. If you are going through this definitely call eBay to make sure they note the case.
Now none of that sounds good. Lets see if we can get you some clarification on this tomorrow from someone that can look into this for you.
@Anonymous
Hi @mam98031, there are times when a label can't be printed through the return on the site, such as when a buyer is located internationally. The process we follow when a seller accepts a return but a label can't be printed by the buyer and we are asked to step in is to place the case on a 5 day hold and instruct the seller to purchase a label and send a screenshot of it to their buyer or to send funds to the buyer so they can purchase a return label. If the seller does this and they voluntarily issue a refund upon receipt of the return then the case will not be counted against them.
@kjm0527 the time frame you are shown in the case is how long you have to provide the buyer with a return label / funds for a return label. If you've already done this then it's now the buyers responsibility to ship the item back to you.
