Return Shipping Label Question

[riverheightsnancy]

Hey all, 

I have a buyer that asked to return an item. It is a valid reason (my mistake on the listing-it is very nitpicky, but valid, I take responsibility). I looked around on eBay for instructions and told the buyer to initiate a return and I would refund in full when I receive the item + shipping, and I believe that I clicked that I would pay the shipping label that eBay offers for the return on the return menu. I did try to get the buyer to keep the item at a 50% off price to avoid the shipping label issue, but she said no. 

So here is my question. What am I not understanding? Where is the label? Does eBay send it to the buyer directly? The buyer emailed and said that she couldn't print it through Paypal and asked me to tell her what to do. I have no idea! 

1) Are the prepaid return shipping labels sent from Paypal?

2) Is it asking the buyer to pay? 

3) Did I do it wrong? 

I am finding the return process to be really confusing for sending a shipping label to  buyer. Am I not understanding how to do it? 

Any help or clarification would be wonderful. I looked online for a video, but only found old ones that do not seem accurate. I don't know what to tell buyer because I don't know what is going on from my end. Perhaps the buyer has no understanding of how to open a PDF since the label is likely a PDF? The person has 2 feedback, so not sure.   RHN

[mtgraves7984]

The buyer initiates a Return (Not as Described), the seller approves the return, the buyer receives the label to print. When the item is returned, the seller issues full refund, which will close the Return.

It happens through eBay, not PayPal.

[riverheightsnancy]

The buyer actually listed that she "changed her mind" or something like that. I thought that I clicked an option that indicated that I would pay for it (maybe I am wrong-I have never had to do one of these before), but nevertheless, if she has to pay, THEN is her issue the Paypal prompt? She claims that the label was sent but she cannot print it, but she also mentioned Paypal as well. I told her to contact Paypal because I have no clue what is happening. 

So in a normal return, of an item not as described or seller fault, the label comes directly from EBay and I would get billed for it? Correct?  

In the case of buyer remorse, and the buyer must pay, it prompts them to pay somehow? Correct? And then the label is sent via payment to Paypal to eBay?   RHN

[daw365 · Accepted solution]

When a buyer selects a remorse reason when they start a return request,

- eBay tells them they can buy it from eBay, or get their own label.

- If they want the eBay label, eBay has them log in to PayPal.

- At PayPal, they have to agree to be billed for the label.

- Back at eBay, the label appears, with buttons to print or email the label.

- PayPal is not billed for the label unless the label is actually mailed.

[riverheightsnancy]

Thank you for that info. That was what I was trying to figure out on my end as I have never had to do this as a buyer or a seller. I don't know if it is just me, but there appears to be two eBay platforms. There are old sections of areas in the Help section or MyeBay that when you click on it it, looks like what would be construed as "classic" or old website eBay and then there are "newer" updated sections. As a semi-new seller, I find this absolutely confusing and frustrating. They need to update all of the platform pages for clarity, consistency, and accuracy. It shouldn't be this challenging to see the steps that a buyer takes to get or buy a shipping label and vice versa. They should have short videos or picture steps for everything. If a buyer asks me to explain to them the steps, I have to then find the info for them. Thanks again. RHN