Advise on a case where buyer refused to go and pick up the package
Hello, I'm a seller.
I recently shipped a package to Italy. The latest tracking said the package is being held at the pick up point.
I messaged the buyer to explain the situation, sent him the local postal service phone number that I have looked up and sent my apologize for the inconvenience.
But the buyer refused to pick up the package, stating that it was my problem to deal with. I have explained that his postal service actions were beyond my control and that I could not contact his postal service reliably and kindly needed his support. He has not responded since.
I have put in the correct address, the correct value declaration and ioss code. I also see that the package has been cleared from custom.
In this case, if the buyer opens an INR case, would it be counted against me? If the package got returned, can I refund minus the shipping cost? And if the buyer leave a negative feedback in this case, can I request ebay to have it removed?
Any advices are much appreciated. Thank you very much.
ryry-jj
·1 year agoAs long as your tracking shows it delivered. Maybe additional fees or charges are owed that the buyer isn't paying for it. Nothing else you can do. I remember years ago when we would ship USPS internationally, before any EIS, there was a box you checked stating to return any undeliverable package. Do you have this option on your shipments?
hapvintagewatches
OP1 year agoThank you for your answer, but in this case, if the buyer refused to pick it up, the status would not show as "delivered" though. And unfortunately, I don't have the tick box option like you said.
I would not mind to refund if the package got returned to be honest (no matter how long it took), what I worry in advanced is that the buyer would open an INR case and affect my service metric.
Best case is it got returned, I get to refund the buyer minus the shipping fee, no case opened. Second best case is that I can refund the entire thing (shipping included), no case opened.
grand-and-glorious-purpose
·1 year agoThat's the end of it right there and you can BBL the buyer and forget them forever.
If this was shipped EIS it is unlikely you will ever see the item again.
If it was shipped international you may see it again but it won't be for about 8 or 9 months.
hapvintagewatches
OP1 year agoIn my past experience, the max time for the package to return to my hand is 3 months (somewhat still fortunate), but never had a return from Italy though ... so my fingers are crossed.
worldcoinauctions
·1 year agoI only use the EIS for this and other reasons. When I used to ship directly I found Italy to be among the worst places to ship to, sometimes the item would end up refunded and then clear customs the very next day and there you go. Holds, customs losses, damaged packages... Italian post was terrible!
hapvintagewatches
OP1 year agoUnfortunately, I have to agree. I also found that Italian local postal service is somewhat worse compared to other places. I have not tried DHL or FedEx shipping to Italy much though.
tobaccocardyahoo
·1 year agoAnother reason why sellers should not ship directly, but should use Ebay International Shipping (EIS).
You are going to lose money on this transaction. How much will depend on whether you get the product back and what that winds up costing you.
hapvintagewatches
OP1 year agoI would love to use EIS but it is not available in many countries, so no choice.
I have successfully contested the INR cases in the past by providing the shipping label (not EIS). But it was when the tracking showed "Delivered", not like this one.
So I would appreciate more insight on this case if you have any.