Buyer returns to seller
Summary: wanda0zad is dealing with a returned package situation where a buyer refused delivery and marked it as 'return to sender' without prior communication. kensgiftshop suggests that a refund can be issued, but notes that refusing the package affects the buyer's Money Back Guarantee. inhawaii advises that while there is no obligation to refund, many sellers refund the item price minus shipping. steve_stuff shares an experience with tracking issues in similar situations. mam98031 recommends not contacting the buyer directly but rather discussing responses within the seller community first. They also stress that while seller protection is in place, refunding the item cost after return, minus unrecoverable fees and shipping, is a fair practice.
I check my orders to see where they are in regards to delivery. I had a package delivered to the buyer BUT the buyer refused it and said return to sender. I haven't received it yet but I never had this happen before. The buyer never messaged me. What should I do?
mam98031
·yesterday at 9:13 PMThat is the same as having the tracking marked Delivered except if the buyer refused the package because there was additional postage due or the item was damaged. So if neither of those two situations apply, you are protected by Seller Protection.
Packages are not returned in the same way things get delivered. USPS takes their sweet time with these, so it may take 30+ days.
I would NOT reach out to the buyer. If they are contacting you, please come here and share what they are saying BEFORE you respond to them and let us help you with your response so that you STAY covered by Seller Protection.
Now once the package does get returned, Ebay will not force you to refund the buyer, again because you are covered under Seller Protection. However I recommend that you refund the buyer for the product once you get it back. I do not refund original shipping nor the fees I can not recover. I break even on the transaction. Others will tell you that they just keep the money. I really don't recommend that nor do I think it is a good way to do business, but there are decisions that you need to make for yourself and decide what is best for you.
wanda0zad
OP10 hours agoThis is so strange, so I messaged the buyer today and explained what I was seeing from her Post Office, she never replied, then I get a notice that the item was delivered. When I tracked it through USPS it showed the buyer picked it up at the Post Office today. Now I am seeing I am being charged 20.10 for shipping. The buyer originally paid 10.05. Oh what a mess! So I will reach out to eBay tomorrow. Thank you for taking the time to respond.
steve_stuff
·yesterday at 3:22 PM"...buyer refused it and said return to sender"
Does the tracking show any 'movement back to you' after the 'return to'
entry?
We have a 'return to' active since 8/15 that still shows 'Being Returned' and no 'movement' - our PO ran the tracking # thru their system and said no movement after marked as being returned 'usually' means it's was scanned wrong.
inhawaii
·yesterday at 4:18 AMWhen it is returned to sender you are not required to do anything ... however ... most sellers will refund the buyer less shipping. That way you are not out anything.
krazzykats
·yesterday at 4:10 AMHave you asked the buyer why?
kensgiftshop
·yesterday at 4:04 AMWhen it's returned, you can refund the buyer the price of the item, but it's up to you.
When they refuse a package, they loose the MBG.