issue with item return

[videotimeplus]

We had a buyer make a return request on a game saying it didn't work. We accepted the request but wanted the item shipped back because of it's value and we had tested it in store before shipping to see it worked. However when we sent the shipping label to the buyer we heard nothing back until the day before his deadline to ship by where he messaged us to say he didn't know how to do it. We messaged back to help as best we could and got no response but the item got marked as shipped by him so we assumed all was well. We however noticed after several days the tracking was still just "shipping label created" and there was no indication it was ever dropped off at a post office let alone in transit. Now the expected delivery date has passed and somehow ebay decided to mark it as delivered to us even though it was never shipped let alone recieved. Now we are forced to give a refund for an item that wasn't sent back. Is there any way to explain to ebay that we never got the item back?

[reallynicestamps]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.


https://www.facebook.com/ebay— Message button in upper right on landing page.
#204760888466
https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.