Question about a return

[perfumenmore]

A buyer wants to return an item.  I accepted the return, but there was no place for me to send her a label. No matter where I looked in my seller's hub and on paypal, there was nothing there. So I assumed that ebay sent her a label. Just to make sure I contacted her and asked her if she received the label. That was days ago. She just got back to me and told me no, she didn't receive the label, but she shipped the item back to me anyway. 

So, what I need to find out is did ebay issue her a prepaid postage label and if so how do I cancel that? And also, how do I go about giving her the additional money for the shipping in addition to the amount she paid for the item? I'd like to do it through ebay rather than sending her cash through the mail or a check. Thanks for any info. 

[slippinjimmy]

Did the buyer open an official return request? In a return request there is a choice to accept the return and send a label. If there was no official request then eBay doesn't know anything about it.

eBay return labels are not charged until they are used, if eBay did issue one the buyer didn't use it so there is no charge.

Ask them for their PayPal email address and send them the money.

[perfumenmore]

Yes, I told the buyer to open an official request and she did. I accepted the return but there was nothing there about sending her a label. I did receive a message from ebay to send her a label in messages, but when I checked could not find the option to send her one anywhere.  So how do I find out if ebay actually sent her a label?  She claims she never received one. Also, how is ebay going to know I received the return since she sent it herself and never gave me the tracking number and didn't get a record of the tracking number either. Sorry for all the dumb questions, but in all the time I'm selling, I never got a return (knock wood).  

[redmodelt]

Problem with item or remorse return? Problem with item, you pay shipping, remorse they pay shipping.

[perfumenmore]

Problem with item.  A listing error. The buyer was in the right. I offered a big discount on top of the lowest price available anywhere else for that item. But she wanted the bigger size, which is her privilege. 

[chapeau-noir]

The label is obtained on the buyer side - I don't see the label, but the buyer receives the 'return' specific label and a return packing slip.  So the fact that she didn't get one is perplexing.

If she has Paypal you can just send her payment that way - she'll have to send you her ID. 

ETA: Don't worry about canceling the label - if it's not used, it will not be charged.

[chapeau-noir]

*If it's an eBay issued return label, I mean.  Not if you purchased postage yourself.  This has happened to me a couple of times and the charge was never taken out of my account because the buyer never used it.

[perfumenmore]

Thank you for letting me know that.  I think she is not a native American (not Indian, but as in born here) and there is a language barrier. I don't think she understood that she was supposed to print out the label on her end (or maybe she didn't have a printer). I did contact her when she put in for the return and told her that I accepted her request and that ebay will issue her a label and to keep an eye out for that in the messages.  I guess she missed that and my message, because she never responded to me again after her request to return the item. 

[perfumenmore]

Okay, so now that we have the shipping issue cleared up, how do I go about letting eBay know I received the return (when I do receive it)?

[chapeau-noir]

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@perfumenmore wrote:

Okay, so now that we have the shipping issue cleared up, how do I go about letting eBay know I received the return (when I do receive it)?

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All you need to do is hit 'refund' in the case.  It will ask if you want to refund the purchase price or the entire payment. 

[perfumenmore]

Where is that?  I just spent an hour looking. I really can't deal with the changes ebay made. I do selling on the side.  I really don't have the time for this. It is utterly ridiculous. Sorry for the rant, but this is really too stressful and just not worth it. 

[mtgraves7984]

@perfumenmore 

From your Seller Hub, go to Orders/Paid and shipped. Use the drop-down menu to the left to select 'Send refund'. Enter the amount you wish to refund, confirm it and submit it. Good luck.

[caldreamer]

Seems to be some confusion how "automated return system" works.   When BUYER opens return request stating NOT AS DESCRIBED, DEFECTIVE, COUNTERFEIT (Seller at fault and must pay all postage).   When BUYER prints return label using EBAY automated system (label will be paid by SELLER).  

If BUYER opens return stating CHANGED THEIR MIND, BUYER REMORSE (BUYER must pay all postage).

After item get delivered to you...you can choose to refund PURCHASE PRICE (click box to also refund POSTAGE PAID).    This would only refund purchase price & original shipping costs.   To reimburse for return shipping (assuming that you are at fault) you could send money to her PayPal account.

[perfumenmore]

There's no confusing about the return system. We have that figured out. I already know I was in the wrong because it was my listing error that caused this problem. I was just trying to figure out how to refund the buyer and where I could find that information in this new and very confusing system. I figured it out in the end. I just refunded what they paid. Now I'm waiting for the buyer to give me their paypal ID so I can refund their return  shipping costs back to them.