Buyer wants refund but I haven’t received the package.

[algrig-68]

So I’m a new seller and my 1st sale turned into a mess. They buyer wants a return on the item because they claim it’s not as described but some of the issues he has listed are normal for the product but that’s not the important thing. I accepted the return and provided them with a shipping label to send me back the item with a tracking number. According to the tracking number I haven’t received the package and they claimed that I have and received a email from eBay saying I should send the refund in a few days. I have spoken to the postal office and they assured me that the package was not delivered yet. What should I do ? 

[simba6]

Do not refund unless you receive the package.  In most cases, the refund processes when the refund  item shows delivered.   As for that or any email from eBay, there will also be a copy of it in the messages section of your my eBay page.   If it's really from eBay.  But still, you never refund unless you have received it back.

[algrig-68]

Thank you very much! I intend to do so if I can. eBay shows that the item has been delivered, but sadly, that’s not the case. The buyer is not responding, so I’m worried they might issue a refund for me without actually receiving the package.

[gator08041971]

@algrig-68 

What @simba6  said is correct.

Wait till the item is returned.  Once its returned (or delivered fraudulently, more on that in a min) then it can be refunded then.

The reason for this, is because sometimes they never return the item, then you get to keep the funds and the case is closed.

As for the earlier comment about fraudulent delivery, there are some buyers out there that may use a fake or different address and ship something there, so it gets marked delivered, even if you don't get the package back.  This gets around them having to send it back and then getting a refund. It is a scam, but its somewhat rare.  We hear about them on here a lot, but that's to be expected.

Being that you are a new seller, you can be a victim of this more than an experienced seller.  Especially if you sell a highly desirable item.  I don't know what you sold as your posting account has no info, but it can happen.

From how you describe it, it sounds like they are hoping you are too new to know how to handle it and will take them at their word.  Don't.  Don't reply further, as you have a label with tracking and so does eBay.

If you end up in that situation, come back to this thread for assistance.

[simba6]

Contact the shipper and see if that tracking number was to your address.  That can be the fake tracking number scam.  You can contact USPS on their web site. 

[gator08041971]

Wow, I took too long to reply.  LOL

Yeah, if eBay (not the buyer) is stating its delivered, then you need to get with the shipper for your town or Zip and see if they can provide any details.

What did you sell out of curiosity?

I see you are from Bulgaria?  What are your shipping options there and where was this item shipped to?

[grand-and-glorious-purpose]

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@algrig-68 wrote:

 I’m worried they might issue a refund for me without actually receiving the package.

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ebay will.

You will need to refund and then find out what happened to the package.

If the buyer purchased the label then they would have been responsible.

[albertabrightalberta]

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@algrig-68 wrote:

 I accepted the return and provided them with a shipping label to send me back the item with a tracking number. According to the tracking number I haven’t received the package and they claimed that I have and received a email from eBay saying I should send the refund in a few days. I have spoken to the postal office and they assured me that the package was not delivered yet. What should I do ? 

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@algrig-68 

Please clarify the following: 

You said: "I accepted the return and provided them with a shipping label to send me back the item with a tracking number"

As a seller in Bulgaria, how were you able to provide a shipping label unless the buyer is also in Bulgaria

You said: "According to the tracking number I haven’t received the package"

Does tracking say delivered but you haven't received it or does tracking not get to the "delivered" message

You said: "I have spoken to the postal office and they assured me that the package was not delivered yet." 

Again, does that mean that tracking shows movement but not delivery yet? 

[algrig-68]

As a seller in Bulgaria I used DPD as they have a branch named SPEEDY in Bulgaria and they operate under one system. 
The tracking provided from DPD was updated today and pointed that the package was still underway but somehow eBay has received information that it was delivered. The information from the tracking number was incorrect. 
I managed to clarify with eBay with customer support. I’m thankful for your help. 

[kalyoth]

You wait until ebay tracking states you received the return. You don't need to respond to any messages from the buyer at this point. You can even block them. That part of the transaction is long over.

[kingsriverboy]

I bet you have to wait thirty days, minimum amount of time time before you may file claim with post office for insurance.

How did you send them a shipping label? I somehow just returned money but they received no shipping label last night. If they had not messaged me asking for the label I would not have even known one had not been sent. I sure need to know how to get them one right now.

Side note: I had retail stores (two in two sates) for 20 years and in that entire twenty years combined I returned/refunded less than this first year of online selling. I keep telling myself it s just the way it is, but each time it's such a shock to be at the mercy of clear liars taking advantage of this.

[house*of*paws]

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@kalyoth wrote:

You wait until ebay tracking states you received the return. You don't need to respond to any messages from the buyer at this point. You can even block them. That part of the transaction is long over.

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I don't recommend blocking the buyer now ... as that would automatically block all messages from the buyer so that the OP won't know of any actions the buyer is taking.  

It's fine blocking the buyer AFTER the return/refund has been completed satisfactory ... but NOT before.  🙂