refunded merchandise not returned

Question

I recently refunded a customer the full amount of what he paid. He NEVER returned the merchandise to me. Any suggestions on how to handle this? I cant seen to get a response from EBAY.

house*of*paws · Answer

Hi @tarhillbaby

You were supposed to send the buyer a prepaid shipping label if you wanted the item returned ... and then issued the refund after you received the item back.

When a buyer receives a refund ... they are told that the item is theirs to dispose of however they wish. Your buyer may be willing to return it to you if you contact them and explain you made a mistake in refunding too soon.

ONLY IF the buyer says they are willing to return the item ... should you send them EITHER a prepaid shipping label OR the money to purchase postage for the return.

inceptions · Answer

The proper process is that you refund AFTER you receive the item back. If you refund first, the buyer has not incentive or obligation to return the item. There isn't anything eBay can help you with on this.