customer refunds

[myexcusetoplay]

Hi EBAY Community,

I need advice, please. I have a customer, who (now I know) is new to eBay. She didn't read the entire listing. So she wanted to return the item. Which I did a return the way ebay tells us...printed her a label and ebay sent it to her. She returns the items to me. I get them, check them and I refund her money. Then she messages me saying the ebay label didn't work and she expects me to pay for $12 shipping. This burns my britches because she's not following the rules and it doesn't cost $12 anyway. But you're going to advise me to pay her the extra $12, aren't you? I'm just ticked because if she would've read first, she would've known that it was something she didn't want, etc.

[downunder-61]

I don't see how she can blame you now, this should have been advised when the label did not work.

You followed the rules, if you get a negative you should appeal it by contacting Facebook.

Put the buyer on your BBL and no further contact.

[alcoforever]

Do you still have the package in which the item was returned?   What kind of label?   Even if she did use another label, as @downunder-61  said, she should have brought that up sooner.  

[bbravo65]

...did your returning package label which you provided to her match the tracking number of the actual returned package you received...?

...if "yes" then what does that $12 come from...?

...if "no" then you are on "upper hand" in this entire return request but...you already refunded her money...

...btw, as @downunder-61 suggested, stop all the communication and put her name on your BBL asap...

[downunder-61]

I have been thinking about this - if the OP has the number of the label that the buyer did not use, could they void it and get a refund from shipper ? or is this an internal ebay thing?

Never had a INAD before, so no clue how this works...........

[moo*cow*corner]

If you used an ebay issued return label, you aren't charged until the label gets used. So, if the buyer bought and used a separate label themselves, it's not on you. You did everything right.

Tell your lovely buyer to contact ebay and let ebay CS handle it. Do nothing else. CS should be able to see that you indeed issue the buyer an ebay-generated label, and it's on ebay to reimburse this buyer if they so choose.

[bbravo65]

@downunder-61 

...when the buyer filed an INAD case or any remorse cases to return an item,  the seller accepted the case then, eBay- on behalf of seller will generate a return shipping label with tracking number...that label has to be scanned as "acceptance, in transit, and delivered" so the refund can be processed...

...if the buyer didn't not use that label but spending money to buy their own label then they have to notify eBay and the seller the different tracking number of the return package in lieu of getting refund, or the seller can say they never received back the item base on tracking history...the buyer cannot force the seller to reimburse the money they spent in returning shipping cost as they forfeited what they were provided by seller...

...how could the buyer seek for that claim through eBay is another story...