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customer requests refund before delivery of item. shipped timely but still in transit
how do we handle a customer request for a refund when they haven't received the item yet? I checked tracking and it went to Florida but now is in Colorado. Customer is in Florida. What happens if I refund and she gets the item? I'll never get it back and the customer has both the item and her money?
2 comments
comics-scifi-collectibles
Mentor1 year ago@redheadjenn73 Have you tried a lost package search? AND let your buyer know you are checking on it?
Ask if they are willing to wait a little longer for you to investigate the misdirected mail.
When I see that a package is running late or "stuck" somewhere the first thing I do is sign up for text updates and let the buyer know that I am checking on the package and thank them for their patience.
If the package is 5 days late then I file a missing mail search for it.
I have had buyers tell me that they only were willing to wait longer for their item and not file a not received refund request because I kept them informed. I have had packages go on weeks long "walk abouts" in the totally wrong direction and never had a buyer file a not received case. I always thank buyers for their patience and assure them that they will receive their item or a full refund. My buyers are always willing to wait for the item.
IF a buyer DOES file a not received refund request you MUST refund them before eBay forces a refund from your account or you get a DEFECT and do not get your sellers fees back.
If the buyer does finally receive the item then you have to work with the buyer to repay you.
redheadjenn73
OP1 year agoThank you for your feedback. I appreciate your experience. I did reach out and let her know it was still moving and in transit. She has now responded that she doesn't want to wait any longer and I should refund ASAP. I'll try a missing mail search. Thank you!