Buyer requested return, claims it was sent, but tracking info doesn't show it was

[camander3]

I sold an item and shipped it to the buyer. After recieivng the item, the buyer requested a refund, indicating that the item had arrived broken. I accepted the return, created a label, and sent the buyer return instructions. That was 20 days ago and the tracking information shows that the label was created, but does not show any shipping movement. However, I recived a message from ebay stating that the the buyer indicated that the item was shipped, should have arrived, and that I need to issue a refund by 10/31 (a week from today). I sent a message to the buyer, asking if he was still planning on retuning the item. The buyer replied, stating that it was sent over a week ago and indicated that UPS must be delayed. This is my first experience like this and I am unsure of what to do next. Thanks in advance for your feedback.

[takikawa4 · Accepted solution]

Call ebay and have them look at the tracking number and close the case in your favor.

[zmoz]

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@takikawa4 wrote:

Call ebay and have them look at the tracking number and close the case in your favor.

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Agreed. If the buyer didn't use the return label you provided, then he didn't ship it, period. If he didn't use your return label within 10 calendar days, then ebay will close the case in your favor and you no longer have to accept the return. 

Call ebay. Be ready to ask for a supervisor if needed.