Help please regarding buyer return / refund request

nwc389

A buyer has requested a return/ refund on an item they have said was not as described.
 I have agreed to the refund and sent a pre paid postage label via eBay for the return, however according to the tracking number the item has not been dropped off by the buyer . EBay contacted me to ask why I hadn’t refunded because the buyer had indicated that they had returned the item . 

I have asked eBay to step in as the buyer has been so awkward to deal with and although I have asked them for the receipt to show when they dropped it off they haven’t responded .
Has anyone any advice they can give me ? 

soolin

Depending on timings Phone eBay and explain that item has not yet been returned. Your case will show dates, if you are over the return by date then ask eBay to refund, if the buyer is still within the time frame for return then you will need to be patient, but phone eBay as soon as the date is reached. 

GadgetGuru

Do not refund until you either have proof of postage from the buyer, or of course the item. 
Contact eBay via phone and explain that you have not had the item returned yet, and that the tracking shows it has not been dropped off. 
If the return time limit has expired eBay should just close the case in your favor and you will not have to issue a refund since the item has not been returned and isn't in the postal system. 
If the time limit has not yet expired, then I would stop communicating with the buyer - you have sent a returns label and should leave it at that until the item is returned. If the item isn't returned in the time frame then again follow the above advise and contact eBay via phone (not via email). 
At this point there is no need for you to communicate with the buyer.