Awkward Buyer

theonlywayisup

I've just scrolled back and can see it's the 22nd.

Right now get onto eBay and explain the buyer still has the first label and that you will not be providing another. Cancel the one you have supplied.

As per soolins post - you will win a case where a label has been supplied and the buyer hasn't returned the item within the timeframe. However, you are talking to people in a call centre who have little/no knowledge of English, let alone eBay cases (yes believe it). You perhaps have muddied the water by supplying a second label (I know you did this in good cause) but it has confused the eBay system.

To summarise, ring now (or when you can) and update them, make them note the buyer still has the first label (don't mention insurance.....don't go off piste). Then on Monday at the exact time the case was opened (ie to the minute) ring and escalate. Be clear and explain 1. you have accepted the return. 2 you have allowed eBay to provide a label. 3. the buyer has not returned. Do not waffle, don't over explain. You are talking to lesser mortals.

pw76

Thanks theonlywayisup. I just tried calling they’re closed. Doh! I’ll try again tomorrow.

pw76

Right, so the label Ebay provided has no insurance and only covers parcels up to 2kg. Which is why he said it'd been declined. Laptop weighed 2.7kg when I sent it to him. And probably why Ebay brought up the insurance issue.

Ebay didn't ask me to select weight category, nor did they alert me about insurance. Their system knew what the item sold for. I should have read the policies on their website. Lesson learned.

Ebay also said that if he doesn't post it on Monday it should close in my favour. I suspect he genuinely wants to return the laptop, he's just been a complete nightmare about it. If he'd not waited 2 weeks to use their label, it could have been sorted sooner.

What a frustrating experience. Especially when there was no fault with the laptop, and after I get it back I'll be nearly £60 out of pocket.

I'll let you know how the return goes.