Return label issue

[shoppingbomc2014]

My settings say I pay return shipping regardless of reason for return.  Had a customer start a return.  Received an automated emal from Ebay stating the return had been accepted and not to refund until the item is received.  I did go ahead and refund because the cost of the item was not much.  Got a message from the buyer that they thought it was a free return and they paid over $5 for the return.  Doesn't Ebay issue the return label to them?   How do I know if they ignored the free label or if I need to send them the additional shipping?  This issues has never come up on previous returns.

[missjen831 · Accepted solution]

@shoppingbomc2014 Since you issued a refund the buyer shouldn’t have been able to print a label. And since you offer free returns, they would have gotten a prepaid label if you hadn’t issued a refund. Sounds like they shipped it at their own expense. you aren’t required to reimburse them now. You can consider reimbursing them when they get the item back, or maybe reimbursing half—since you didn’t tell them not to return the item. I think ebays message when you refunded them told them they didn’t need to do anything BUT they were already instructed to return the item when eBay auto approved the return.

i would probably refund the buyer myself but it’s your call 🙂

[sam9876]

I wouldn't do anything.

[shoppingbomc2014]

Thanks Jen. I didn't refund for several hours, so I was surprised when they said they weren't reimbursed for the shipping. I will probably refund once the item arrives and I see the label. Thanks again - I can always count on sane, sensible advice on these boards!

[shoppingbomc2014]

Final outcome - the package arrived with a regular shipping label, so I refunded the shipping as well.  Thanks all for the advice!