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Return processed, but the return lands back with me as the buyer again
Summary: chrikl_gl reports problems returning a pair of jeans to a commercial seller through eBay's returns process. Despite the return being handled correctly and a refund being issued, the shipping costs were deducted, and the package inexplicably ended up back with the sender. chrikl_gl informed the seller, who is also at a loss, and initiated a shipment tracking inquiry with DHL. Participants advise asking DHL directly and using alternative shipping labels. There is also discussion of DHL's customer service and the acceptance of plastic packaging. The conversation ends with tips on choosing packaging and the hope that the matter will be clarified soon.
Hello dear community,
here's the situation:
01 Jeans bought from a commercial seller, jeans delivered on 22.09., jeans don't fit, jeans returned to the seller via the eBay return process on 22.09.
02 Return placed in the original shipping bag in the Packstation, after the label was printed at the Packstation printer and properly attached
02 Refund issued within 24 hours on 23.09. , costs for service incl. label €8.60 are deducted directly
03 Return in the DHL app since 23.09. at 14:30 with status 'Pickup successful' without any change
04 On 29.09. DHL brings me the above-mentioned returned package in the original shipping bag with a new label (ME as sender, ME as recipient) back, when I ask I get the answer: No idea why, something went wrong...
05 Seller has been informed by me, he doesn't know what to do either, wants the jeans back (understandable), but I don't want to bear the shipping costs of €8.60 again (also understandable)
06 Seller opens a case with eBay on 30.09., eBay sets processing to 'on hold' because the shipment has not yet arrived with me (??????)...
07 I contact DHL on 30.09. in the form of a tracking request
08 Me, at a loss!!!
Does anyone here have an idea?
Thanks in advance and best regards
C
chrikl_gl
OP1 week agoThanks bootyooty, I did that, was at the post office and asked the DHL courier, nobody could tell me anything, DHL customer service still hasn't responded...
perfect-sally
Mentor1 week agoThat's obvious, the folks in customer service have all the time in the world.
chrikl_gl
OP1 week agoThe thing about 'all the time in the world' is irony, I assume?!
perfect-sally
Mentor1 week agoSure, you know how long it takes those parcel delivery companies to even answer or process the simplest questions.
perfect-sally
Mentor1 week agoI suspect there’s some kind of DHL rule behind this regarding the outer packaging. But then the employee at the shop really shouldn’t have accepted it in the first place, or at least DHL should tell you what it was actually due to.
Commercial sellers can have a contract with shipping providers and are allowed to ship quite differently than private individuals. And that may also include certain outer packagings.
Actually, you should file a complaint where you handed over the shipment and insist that it be sent if it complies with DHL’s requirements.
chrikl_gl
OP1 week agoThanks, perfect-sally, I hadn't thought about the outer packaging yet. I always use all parcel boxes and shipping bags etc. multiple times, so I recycle what can be recycled. And I've sent those plastic bags via DHL many times, it hasn't been a problem so far. I had dropped off the shipment at a Packstation... I'll wait and see whether DHL gets back to me by the end of the week. Otherwise I'll ship at my own expense in a box, which of course annoys me because I used the official eBay process, which is basically good and simple and all in all cost €8.60...
perfect-sally
Mentor1 week agoRecycling is always good, I do it that way too. But I’ve already read here every now and then that such shipments weren’t accepted by the shop at all, and the outer packaging was given as the reason. Unfortunately, I can’t say anything more about that because I use only cardboard boxes.
One more small tip if you have another return sometime: you don’t have to use the expensive labels from ebay and can create your own label wherever you want. However, only WITH tracking, and if you can’t enter the tracking number within the return, send it to the seller via ebay message.
chrikl_gl
OP1 week agoGot it, that’s a sensible tip about the packaging and the labels. I’ll wait until tomorrow, and then I’ll send the jeans back in a box as a parcel. Thanks for your support
bootyooty
Mentor1 week agoIt wasn't a shop anyway, but a parcel locker @perfect-sally it can't defend itself. 😂
Besides, it has also been allowed for private sellers to send shipments in plastic bags since September 11 of this year.
perfect-sally
Mentor1 week ago@bootyooty
Well, maybe it hasn’t yet got around to all DHL employees. But if the label was swapped, then the shipment must have been processed somewhere, and there has to be a reason.
bootyooty
Mentor1 week agoHello @chrikl_gl I would have gone straight to DHL with the shipment to ask why it was sent back to you; that would probably be the easiest thing.