How to send buyer a return label with Simple Delivery?

stormCat99

Hi,

I'm only a very occasional seller on eBay. Since I last used it, the Simple Delivery has been introduced. I have an item which on arrival had a part missing - on sending it was definitely there.

The buyer has been messaging about it, and we've agreed a return. But I cannot see how to send the buyer a return label. I assume I must somehow do this via the Simple Delivery process, but am stumped.

Also, a follow up question, as I pay for the delivery myself (buyer paid) how do I go about making a claim against Evri for the parcel arriving with a part missing? I don't suppose I'll get anywhere with it but at least want to try.

Many thanks.

soolin

stormCat99 said:

Hi,

I'm only a very occasional seller on eBay. Since I last used it, the Simple Delivery has been introduced. I have an item which on arrival had a part missing - on sending it was definitely there.

The buyer has been messaging about it, and we've agreed a return. But I cannot see how to send the buyer a return label. I assume I must somehow do this via the Simple Delivery process, but am stumped.

Also, a follow up question, as I pay for the delivery myself (buyer paid) how do I go about making a claim against Evri for the parcel arriving with a part missing? I don't suppose I'll get anywhere with it but at least want to try.

Many thanks.

Firstly the buyer absolutely must open a case, do not do anything 'informally'.

If the parcel was damaged resulting in the part being lost then refer to ebay once that case is open as they take responsibility for damage or losses once item has been sent. If the item possibly wasn't included, then try referring to ebay in first instance and if they believe buyer and think item wasn't included then ask them about a return label.

However a case must be opened as that's the only way a refund can be made on the postage buyer originally paid. 

Unfortunately under SD you as a seller has no contract with the courier- which is why ebay should be the place to start with this. 

soolin

Just so you can check FAQs when dealing with ebay

Simple Delivery | eBay

SD covers damage from once package is scanned by courier which is why it is important to know whether packaging was damaged or not.

stormCat99

@soolin that's really helpful, thank you. Yes that was my fear re the postage, as I wasn't allowed to buy it directly I can't complain to the courier myself but will have to rely on eBay. I am not expecting anything will come of it!

soolin

stormCat99 said:

@soolin that's really helpful, thank you. Yes that was my fear re the postage, as I wasn't allowed to buy it directly I can't complain to the courier myself but will have to rely on eBay. I am not expecting anything will come of it!

As above if the packaging has been damaged and item lost- and buyer can convince ebay of that then they will handle it all and pay out . 

savergrant

Has the buyer given you any indication that the package was damaged when received? If they simply say a part is missing ebay will generate a label for return to you and refund from you, in the belief the part was not sent. If ebay accept that the package was damaged in transit and part of it lost they will simply refund the buyer and make a claim against evri. It is crucial that the buyer claims it was damaged in transit.

stormCat99

@savergrant oh dear, ok. Unfortunately that hasn't happened. The buyer went ahead and raised a case when I asked them to, requesting a return and refund. 

At my end I then had a screen giving me options to buy an eBay return label or upload my own. I chose to buy the eBay one. The buyer has said they've now had their refund, but have not received a return label.

I don't know why the label hasn't been sent to them, as I very definitely selected that option. To be honest I'm a bit fed up as this seems to be a pain to arrange a return, I think I'll just leave it at that. The buyer has their refund and is happy at least.

soolin

stormCat99 said:

@savergrant oh dear, ok. Unfortunately that hasn't happened. The buyer went ahead and raised a case when I asked them to, requesting a return and refund. 

At my end I then had a screen giving me options to buy an eBay return label or upload my own. I chose to buy the eBay one. The buyer has said they've now had their refund, but have not received a return label.

I don't know why the label hasn't been sent to them, as I very definitely selected that option. To be honest I'm a bit fed up as this seems to be a pain to arrange a return, I think I'll just leave it at that. The buyer has their refund and is happy at least.

This sounds very odd and doesn’t follow eBay t and cs at all. The only thing it could possibly be is a goodwill refund, have eBay tried to grab back the money from you?