Time buyer has to send item back?

[earth*presence]

Listing number 254361812684

I have a buyer who waited a week after receipt to claim a defective item saying the spine was cracked / damaged. 

Clearly in my photos shows the spine is pristine and book has not been read. 

I spoke with ebay customer service who said to go ahead and process the return (that I had no choice) but once I send the return label buyer has five days to use it. I can't seem to find that anywhere in the help articles. 

Where is this written? I'm usually super good at finding info. 

I wrote back to the buyer and told her that I have pics of the packaging, and it was difficult to ascertain how the book would have gotten damaged. That was the 6th. It is now the 8th. No word from buyer. I have until Nov 11 to upload the label. 

I will upload the label as I have no choice but is there anything else I can do? Other thoughts that can help?

Thank you in advance. 

[lex-talon]

On your ebay homepage, scroll down until you find the Returns section. Block the buyer if you want.

[loveyourimagination49 · Accepted solution]

[earth*presence]

Thank you. This is the page that I was at

https://pages.ebay.com/seller-center/service-and-payments/returns.html#m17-tb7

It does not list how much time the buyer has to ship the item back with the label. The ebay customer service rep said on the phone it was five days but I want to see that in writing. This is what I am looking for. 

[earth*presence]

That is PERFECT!!! Thank you!  I am trying to figure out where you found that.  

[loveyourimagination49]

https://www.ebay.com/help/account/policies/az-index-policies?id=4649
Keep that link handy. Site Map A-Z help. ^^^

[loveyourimagination49]

You’re welcome.

[earth*presence]

Hi me again. It is now Nov 18/19th and the time has expired for the buyer to send back the item. The shipping label was uploaded and as far as I can see has not been used. 

I went to the Resolution Centre and my issue is not listed. 

I didn't purchase anything, the return has not been received, buyers time is up with no contact from her.

Nor do I want to cancel any purchase. 

If I report a buyer my options are

Buyer made a false claim

   (well they did but I can't prove it without the item - do I say that?)

Buyer misused returns

   Returned a completely different item or an empty box

   Returned an item after they opened, used, or damaged it

   Returned the item with missing parts

There is no option for return item not received. Am I in the right spot?

[no_zero369]

Has it been 5 BUSINESS days since the label was issued ( a week)?

[loveyourimagination49]

If the buyer hasn’t gotten an acceptance scan and it’s been 5 business days, call eBay and have them close the case in your favor.
Weekends and holidays do not count as business days.

[myboardid]

You can find the case your buyer opened in the Resolution Center so you can respond to it and/or contact eBay regarding it. 

[earth*presence]

Yes it has been five business days. Still not used as far as I can tell. 

[earth*presence]

When I go to this screen there is no option for not having received the item. And when I go to the report a buyer screen, there is no option to say I have not received the book back, so I am not sure what to do. Will the option for saying I haven’t received the item appear after the time of 10 days has elapsed? 

Thank you for all your help. 

[kensgiftshop]

If they had to ship the item back by Nov. 18th, call CS and have the case closed.

[earth*presence]

Thank you I will do that now.

What do I do with that label? Wait til the case is closed and then get the refund for it I guess?