Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Hermes return number without QR code or label – how do I print it out?
Summary: sbog-76 has a problem with a return on eBay. A Hermes return number was provided, but the necessary QR code or label to complete the return is missing. The seller does not provide a label, and eBay support confirms the seller's right not to do so. sbog-76 is urgently looking for a solution, as canceling the return process in eBay's system could result in losing the right to return. perfect-sally points out that the buyer is responsible for the return and should look for a return address in the system.
Hello everyone,
I need help with a return on eBay.
In the return details, Hermes is shown as the shipping provider and the number 5328076637. However, I have received neither a PDF label to print nor a QR code.
I have already been to two Hermes parcel shops, but the staff can’t do anything with just the number and require a QR code or a printed label. The seller refuses to send a label, and eBay support only tells me that the seller is within their rights to do so.
Where exactly in the eBay system can I download the label or retrieve the QR code for this Hermes number that has already been generated?
Thank you very much for your help!
perfect-sally
Mentor1 month agoYou can't generate a label with just a number alone!
And to help further, a few more details should be available.
What is the reason for the return? Withdrawal or complaint?
In the case of a withdrawal, the buyer generally pays for the return shipping.
And the codes or labels, if they exist, are generally available as attachments to the email in the email program.
sbog-76
OP1 month agoIn addition, I would like to add the following important details about my case:
Seller’s response I contacted the seller and asked for clarification. He apologized and said that his shop generally does not issue return labels. Regarding the Hermes problem, he only noted that shipping via DPD would be cheaper.
Problem when canceling the return Independently switching the shipping provider outside the eBay system is risky: If I cancel the current return in the eBay system, I lose the right to submit another return request for this purchase.
eBay support response I have already opened an additional case with eBay support and asked for help (either to provide the label or to mediate with the seller). However, support only told me that the seller is in the right and does not have to issue a label under the rules. Unfortunately, support did not offer me a concrete solution for the technical problem with the incomplete Hermes number.
Appeal to the community and eBay employees I am now at a dead end: The return is active in the system, the generated Hermes number is unusable at the parcel shop without a QR/barcode, the seller does not provide a label, and canceling the request would destroy my return rights.
I very much hope for the community’s experience and would also ask the eBay employees / moderators reading here for support on how this case can be resolved correctly from a technical and organizational standpoint.
perfect-sally
Mentor1 month agoAs long as you don't respond to questions and answer them, no one can help either.
sbog-76
OP1 month agoHello Sally,
Thank you very much for your feedback. To clear up any confusion, I’ll answer your questions directly and point by point below:
Reason for the return: This is a cancellation of the purchase (purchase aborted / item does not fit). This is not a claim for a defective item.
Covering the return shipping costs: I understand that in the case of a cancellation, the return shipping costs are generally borne by the buyer. I am prepared to cover these costs or have them deducted directly from the refund amount.
Checking email attachments: I have thoroughly searched my email inbox, including the spam folder. There is no PDF attachment and no QR code. In the eBay system, I am only shown the 10-digit number
5328076637. The Hermes PaketShop cannot accept the package with this number alone, without a scannable barcode or QR code.To resolve the case practically now, I need one of the following two options:
Solution A: The provision of a working, scannable return label (as a PDF or QR code) via the system, with the costs deducted from my refund.
Solution B: The communication of the seller's full return address as well as a clear reference number (RMA/order number) that I must put on the package so that the seller can correctly assign the incoming goods when I use DHL/DPD on my own.
perfect-sally
Mentor1 month agoIf it’s a commercial seller, they also have to have a return address on file, and that should be displayed when you start a cancellation or a return.
I just don’t understand why you keep going on about a return label that the seller isn’t responsible for anyway, and why eBay should provide you with one. You’re responsible for that and nobody else. And those kinds of details definitely aren’t listed on a package either; the seller should be able to clearly identify their item using your address or your eBay name and the item number, which of course is also visible in a return.
sbog-76
OP1 month agoThank you very much for the clarification. I have understood the matter.
Since this is a cancellation, I will arrange the return shipment myself. I will take the address from the seller's legal information, buy my own shipping label, and share the new tracking number in the system as well as with the seller.