Not waiting for / using ebay return shipping label can cost a buyer - ebay will not cover costs

[stratty109]

Returned an item to a seller - the seller had sent the wrong item. The seller and I had agreed to do an even exchange for the correct item and send me reimbursement for the return shipping since it was his mistake. I sent the package back right away, only seeing the eBay provided shipping label was in my mailbox seconds after I had mailed the package. The post office was willing to cancel the shipment since they still had it in hand, but I called eBay support, and they told me it was fine to ship it not using the shipping label, that neither I or the seller would be charged the shipping if the label was not used. They did not tell me I would not be covered for the return shipping if the seller did not refund me it. The seller, instead of doing as we agreed, just refunded me the original shipping cost and the cost of the item. I mailed him to find out what was going on, as this was not our agreement. I received no response, so I took it up with eBay. eBay support told me there was nothing that they could do. I argued that eBay had been saved the cost of the return shipping label - the least they could do would be forward me that amount. I just got series of sorry there's nothing we can do that since this was "outside eBay". How is an agreement, reached through eBay's correspondence, monitored by eBay, "outside of eBay?" I asked. I received no satisfactory response, just more apologies. The rep did offer to follow up with the seller and take what actions against him they could and told me I could leave bad feedback,  but there was no way I was getting a refund of my money through them. So according to the rep, my having been customer in good standing for over 10 years in a situation that is clearly documented does not obligate them to manually cut me a check for even the amount that they saved on the shipping label I did not use. Lesson learned and the reason I'm posting: do not return anything without using the eBay shipping label even if they tell you you can do the return that way. You will only end up saving EBay and the seller money if the seller reneges.  Another lesson learned: EBay is entirely too automated to provide top quality customer service. 

[tarpedge]

Um, that's what the eBay money-back guarantee, which you read, says.

"When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by eBay for the cost of the label."

http://pages.ebay.com/help/policies/money-back-guarantee.html

[tinsoldierunderground]

Anytime you deviate from standard ebay procedure, the 'outside of ebay' clause comes into play - never get out of the boat.  On these boards, many will tell you not to listen to CS reps concerning virtually anything on this site, and I agree with them.  These people are all outsourced, and have no clue as to how this site works or what it's policies are.

In truth, the automated features on here will serve you much better than any CS rep, but you have to follow procedure exactly.   Best of luck in the future.

[duchess-at-speakeasy]

Yes, that's how it works. You wait for the money via Paypal or the prepaid label. You do not jump the gun.

Either the seller sends you money via Paypal to cover your return postage OR the seller sends you a prepaid label. You wait. If neither is forthcoming, you escalate the return request to eBay and ask eBay to send you the prepaid label.

~~C~~

[lintbrush*]

eBay did not save the monies for the label.  The seller did.  eBay just facilitates the return by providing the label on behalf of the seller.

If you had used the label provided, it would have been billed to the seller.

Sorry you've run intothis situation.

[missjen831]

Ebay didn't save any money so there is nothing to pass on to you. It is the SELLER who pays for return shipping. The seller pays for the label. Not ebay. You have to follow the money back guarantee return process if you want help from ebay. Ebay cannot and will not get involved in arrangements you make outside of the return process.And as someone pointed out, what happened here IS in the written policy--when you choose not to use a prepaid label, reimbursement is between you and the seller.