Return Issue

[tanis6909]

Had a return opened, tracking says it's been delivered. I don't have a package, so I check the tracking closer, and it's been delivered all right...back to the buyer? I don't know if there was a mix up with the return label or what, but I have no idea what to do next. Contacted the buyer who comfirmed they did in fact get the package re-delivered to them, and they said they would send it back to me, but there's no way it will get here before the deadline for me to refund them. As far as eBay can see, the return is completed, and I should issue a refund...is this some manner of complicated scam, or just a really weird situation? Either way, I don't know what my next step is, any advice would be welcome!

[mr_lincoln]

Hi @tanis6909 

I need to loop another mentor in on this one who might have something beneficial to add.

@eastlaneave 

[eastlaneave]

@tanis6909 

If you think it isn't a scam,

What I would do is create a 2nd return label on a 3rd party shipper such as Pirate Ship and send that the the buyer (as a jpg through eBay messages). Hopefully they will get it back in the mail to you so you can see the tracking.

- Then, refund at the last possible moment

This is the safest thing to do to protect your eBay account

If you think it might be a scam

Call the USPS to see whose address was on the shipping label. You can give them the tracking and ask if it has this specific address on that label - (try both yours and the buyer's)

You might try the buyer's Post Office to ask why the package was returned. I find mornings the best time to reach a postmaster, but call today anyhow.

Side question - did eBay send the label, did you create the label, or did the buyer create a label?

Once you have the answer to whose address was on the label and why it was returned, then come back here to update us.

[tanis6909]

The label was created thru eBay, it was all automatically generated and the return request was automatically approved, I didn't have any say in the process. Buyer's reason was "just didn't like it". Item was a brand new, unopened Ring doorbell cam. 

Honestly, I was fully expecting to get back an open box item at best, a damaged or otherwise used item inside the box at worst, but was definitely not prepared for this scenario...I'll see what I can learn from their local post office, and message the buyer again to see if they have any updates and offer to create a new label for them if they need one.

I have until Wednesday before they can ask eBay to step in to help them with the return. I'm usually not one to immediately call scam, but this one just feels super fishy. I'll let y'all know what I can find out, thanks!!

[eastlaneave]

@tanis6909 

Sounds good. If eBay generated the label, I can't see there being an error.

If it's a scam, the buyer may have altered the label to put his/her address as the "to" address.

I'll watch for your update.

[tanis6909]

Buyer gave me a new tracking # almost immediately when I messaged them. Not sure where they created the label, but it does show up on USPS's tracking site. Was created Saturday, and current status is "USPS is awating item". I'll keep an eye on this throughout the day to see if they drop it off.

No luck getting ahold of their local post office, line just rings thru with no answer after waiting past the automated system (common, I'll keep trying them) 

[eastlaneave]

@tanis6909 

Is it feasible that the buyer created a label on Saturday? Did you talk to them on Saturday about the return?

To see what address was on that label that was returned to them, please go to your local PO or try (1-800-275-8777) Monday – Friday 8 AM – 8:30 PM ET, Saturday 8 AM – 6 PM ET

While you are calling, ask USPS to confirm your address is on the new label the buyer just gave you.

[tanis6909]

Yes, I did actually communicate with the buyer Saturday...I was out with some friends when I saw the email that the package was delivered, which was odd since I had already gotten the mail that day. Didn't think too much of it until I got home, as I wanted to look around in case I had just missed it somehow. I checked the tracking Saturday evening to see that it was delivered back to their address, and messaged the buyer shortly after.

So yea, weird as all this is, it is definitely possible that it's all on the up and up. That said, the new tracking # the buyer gave me has been received by USPS, and should be delivered to me on the 31st according to their system...one day after my deadline to respond/refund the return request.

[tanis6909]

@eastlaneave 

So the cut-off to refund the item is today, but I'm definetly not getting the item returned to me before the end of the day, it's still halfway across the US. What's my best course here? I don't expect the item to be returned in new/unopened condition, safe money is on open box at the very best, but obviously I can't confirm that until it gets here. For that reason I'm hesitant to do a full refund, but if I don't do something today, eBay is gonna yell at me...

I figure I have a few options, but none of them are great...I could either just bite the bullet and refund it, hoping for the best when it gets back to me. Or I could message the buyer and ask if they opened it or used it (pretty terrible plan...) Only other thing I can think to do is get on the phone with eBay and try to explain the situation, and maybe get an extension on the refund deadline? 

[eastlaneave]

@tanis6909 

If you don't refund it, ebay will refund it and you will get a defect.

I am sorry ☹️

[tanis6909]

No hope of getting them on a call and showing them the tracking that shows it delievered to the wrong address? Oh well, gotta spend money to make money, right? lol...

Not a huge loss, but it's an annoying one for several reasons. It's a commission item for a friend, something I very rarely do, but this seemed an easy sale since it was basically retail arbitrage...emphasis on the "was" 😞

[eastlaneave · Accepted solution]

@tanis6909 

I wouldn't trust the phone call as the reps often say what you want to hear.

*Unless* the date in the case updates for a few more days, I would trust that.

you can try eBay's social media customer service to get assistance

- https://www.facebook.com/ebay

- https://www.instagram.com/ebayforsellers/

Just sent a private message to the page explaining what happened.

~~~~~~~~~~~~~~~~~~~

Did you find out this information?

1) Call the USPS to see whose address was on the original return label. You can give them the tracking and ask if it has this specific address on that label - (try both yours and the buyer's)

-- Please go to your local PO or try (1-800-275-8777) Monday – Friday 8 AM – 8:30 PM ET, Saturday 8 AM – 6 PM ET

2) While you are calling, ask USPS to confirm your address is on the new label the buyer just gave you.

[tanis6909]

---- Did you find out this information? -----

I did, and both addresses were on the original label, and the new label also has both addresses on it, this time it seems in the correct order!

What I'm pretty sure happened, since I know how and where I usually place shipping labels on my packages, is that the buyer simply re-taped up my original package and took it to the post office, without printing and attaching a new label to it. That's the only thing that makes any sense to me for how this could have happened.

I ended up going ahead with the refund, it's not worth the damage to my seller account to let it expire without resolving it on my end. After some comp research, turns out an open box version of this item sells for pretty much the same amount, so as long as I don't get back an empty box or a totally broken item, I'll just be able to re-sell it. Either way, I'm not actually out any money, since I have a zero CoG on this one. Certainly a weird situation, but end of the day I'm reasonably sure there wasn't any sort of funny business going on. I'll let you know what happens when I get the package back tho, that's the only way to know for sure that it wasn't a very well done and complicated grift 😉

Thanks for the help and advice!!

[eastlaneave]

@tanis6909 

Sounds good, Do let me know what happens.

It does make sense that the buyer  re-taped up my original package and took it to the post office, without printing and attaching a new label to it.

That fits the facts

[tanis6909]

Sorry, forgot to check back in with this! It showed up the next day, packaging on the item was opened but the stuff inside was pretty much untouched, I just relisted it as an open box...never did find out exactly what happened, but it wasn't in the same box I shipped it in, so ¯\_(ツ)_/¯ ...no harm no foul tho, onward with the death pile battle! lol