I'm A Little Confused on A Buyer Return

[discountdentalwarehouse]

I have my listings set up for free 30 day returns.

I received notification that a buyer wanted to return an item they purchased at the end of December due to "changed mind".

When I go to the return, there isn't any place to put the tracking number for the return label I sent the buyer.

This is what the return says:

The buyer started a return

The buyer has until Feb 1 to ship the item back. If you choose to refund the buyer now, then the return will close and you shouldn't expect to receive the item.  

This return has been approved automatically, per the eBay returns policy.  

If the buyer doesn't ship the item back by Feb 1, we may close the return automatically and you will not be required to refund the buyer.

It's like the buyer is responsible to pay for the return since it doesn't say eBay sent them a label.

I checked my listing and it has: 30 days returns. Seller pays for return shipping.

Am I missing something?

[randbrestorations]

I think it waits for the buyer to actually print the label to assign a tracking number. The label is not purchased from USPS until printed and USPS assigns the tracking number then.

[mr_lincoln · Accepted solution]

Hi @discountdentalwarehouse 

I use 30 Day FREE returns on all of my listings and they are accepted automatically.  You described exactly what I have seen, you don't have to do anything, the Buyer was sent the label by eBay.  If you do not have the item back by Feb 1 go back and close the claim.  Check next week to see if the claim updates showing the Buyer shipped the package.  

Fortunately, I do not have a lot of returns but that is how they work.  I only had one where the Buyer never sent the item back to I closed the claim and kept the money. 

[mtgraves7984]

It appears that your buyer used a remorse reason for the Return, but if you pay for return shipping, then you'll pay for return shipping. If you issued a return shipping label through the claim, the tracking information will be in the system. Sellers aren't charged until the labels are used. I think you're all good.

[44012]

The label was sent to buyer automatically b/c you have free returns.

I don't think you see tracking yet b/c it hasn't been mailed back yet.

If it doesn't get to you by 2/1 close out the return.

Otherwise, I believe you get to deduct some of the refund for shipping return b/c of remorse return. I have never had one (remorse) though so I am not read up on the topic.

[discountdentalwarehouse]

I understand all about eBay sending USPS labels, but I've always furnished my own labels as eBay doesn't have insurance on theirs.

This return isn't giving me the option to send my own label.

This is a $2,895 item and weighs 45 pounds.  I want insurance on it too.

I guess I need to check my settings to make sure eBay didn't make some changes I'm not aware of.

[discountdentalwarehouse]

Okay, I figured it out.  Some how, the box to:

Give me the option to add a RMA (return authorization number) to each return label was no longer checked.

I've always had it set up this way so I have the option to have eBay furnish the label or I can.

I want that option on items such as this one so I can make sure it has insurance on it if needed.