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Returned to sender (seller)
I sold an item on 3/23, it was received at the address given on 3/26. This is a condo with a manned front desk. The buyer doesn't live there, it is her "friends" address, and because there was no unit number, I assume the front desk marked it "return to sender" 7 days later... it was scanned on 4/3. Fast forward almost a month later from original purchase date, the buyer contacts me and says, "I'm back in town, and my friend says it was never received, so give me a refund" the front desk denies seeing it according to her, but it seems to be on it's way back to me. The buyer is only about an hour away from me, so not sure what is taking so long to receive it. My question is, must I refund before receiving my merchandise to be within ebay guidelines. I certainly don't want a mark against me, as I feel it would lower my already low rank in the algorithm.
geminspector
OP2 years agoYes, she opened a case. As I said, tracking says it was returned to sender on April 3rd because of insufficient address. Sarasota is only 1 hour from St. Petersburg. I realize RTS takes a while, but it has been 18 days.
 
fashionsandbeauty4u
Mentor2 years ago@geminspector
Thank you for providing more information. First, I would go on the USPS site and request tracking updates via email or text. You should get an almost immediate response to that. Tracking updates is different than filing a missing mail request. Once you get that update, you'll know better where you stand. If the update provides no new information, then I would file that Missing Mail claim.
Next, I would contact eBay for Business on Facebook (give them time to respond). Ask the agent to extend the time you have to respond to the case. Have the tracking # available for the agent.
It seems if this item was delivered and someone at that address returned it, eBay should close the case in your favor. But by contacting eBay for Business on Facebook, the agent can advise you further and make notes to your case. Best of luck.
fashionsandbeauty4u
Mentor2 years ago@geminspector
We need two more pieces of information to help answer your question. Has your Buyer opened an Item Not Received case? And, what does tracking say?
If your Buyer has not opened a case, they need to before 4/26. If tracking shows its on its way back to you, you would need to enter the tracking number into the case for eBay to close the case in your favor. I would not refund if tracking shows delivered on 3/26 to the address this Buyer had on file.