Make returns regardless of whether a shipping label was purchased
Summary: beb-21 criticizes the return process on eBay because buyers are forced to buy a return shipping label through the platform, which is seen as flawed and illegal. perfect-sally points out that the purchase does not have to be made via eBay, but beb-21 disagrees and shows a screenshot to support the claim. verena@ebay and melina@ebay from eBay explain that the process is meant to simplify things, and that buyers can also use external labels, but they must inform customer service if they do so. eBay promises to clarify further with the relevant department.
For returns of items that the buyer is supposed to pay for, the return process now requires purchasing a shipping label from eBay. There are various reasons why someone might want to buy a return shipping label themselves or arrange the return shipping.
The two processes also have no factual or legal connection - the eBay process is simply faulty here, or unlawful, in order to force new revenue through the platform.
Necessary change: make the return process independent of the purchase of a shipping label.
melina@ebay
·3 weeks agoHello @beb-21 .
I’m taking over here for my colleague Verena. This is about a simplified return. If you buy the shipping label through eBay, everything runs in the background and you get the shipping costs refunded. At the same time, the tracking of the shipment number, as well as the return, is automatically tracked.
You can of course also buy a shipping label yourself. If you buy one yourself, you would need to contact our customer service once and let us know the shipment number so that we can manually add it to the return. Then please also forward the shipment number to your trading partner by message.
Best regards
Melina
beb-21
OP3 weeks agoAnd how would I know that I "need to contact our customer service" for that process?
Obviously the process is flawed, and a violation of law and jurisdiction in Germany (and likely most other parts of the globe).
Correct it, folks.
verena@ebay
·Aug 8, 2026 at 2:10 PMHello @beb-21 ,
Thank you very much for your post!
I’ll be happy to consult with the responsible specialist department about this. As soon as we have received a response, we’ll get back to you here in the post. Until then, I’d like to ask you for a little patience.
Thanks for the tag, @perfect-sally !
Best regards
Verena
perfect-sally
·Aug 8, 2026 at 11:21 AMNo one is forced to buy a return label from eBay! No matter where it’s bought, the only important thing is to enter the tracking number within the return.
beb-21
OPAug 8, 2026 at 12:18 PM · EditedNo, here on ebay.de the "Weiter" (continue) button is greyed out until one chooses one of the freight offers. See this Screenshot: https://snipboard.io/y5DcOa.jpg
So one cannot file the return process on ebay, a clear violation of german law.
perfect-sally
·Aug 8, 2026 at 12:31 PMAn eBay employee will help you, she’ll get in touch here.
Hello @verena@ebay could you please take a look? Thanks