A True Saga: International Buyer Opens Item Not Received Claim; Wants Refund without Return.

[ribusu]

Good Morning,

I am experiencing an order from a customer that has materialized into quite the saga. I want to share this with the hopes of seeing if any folks have had similar experiences and / or constructive suggestions. 

I shipped a parcel to Switzerland on June 2nd. The package arrived on time, but was held in customs because of a missing invoice, according to the buyer. Strange, as all included paperwork, invoicing, and labels were affixed and included.

Meanwhile, during this customs hold timeline, Buyer informs me that they are leaving Switzerland to work in Spain for the Summer. Therefore can not go in person nor intercept package at customs. Buyer initiates a return to sender request to send back to me here in the United States. Requesting that once I receive the package back, to resend to them to address in Spain. I kindly inform that once the package is in my possession, we can then discuss options. But the item of course will need to be back here before committing to any future shipments. 

Several days later, the return tracking updates, showing package in route back to United States on June 21st. Making it through 3 facilities, including International Sorting Centers / US customs. Arriving in my local zip code for redelivery on June 23rd.

Then, for reasons unknown - the package arrives in my original zip code on June 27th,  then gets resorted AND sent back overseas. Once I found out this was happening,  I Took all the appropriate steps here Stateside (request item trace, retrieval, intervention, etc) with the USPS - but they are unable to offer any way to hault the parcel from moving overseas again. 

Package then reaches Switzerland for the 2nd time several days later (June 28th). Which was never supposed to have happened. Buyer is now expressing unhappiness (understandably) with the situation. I kindly ask the buyer if there is any way they can contact the Swiss Post and help on his end to notify them to resend package, or anything he can do. He refuses, and instead provides phone numbers for me to make contact with Swiss Customs, and the Swiss post for me to make contact. 

 Today, the package somehow made it through customs (despite the buyers claim of an invoice issue from the 1st time). Delivery was attempted, but as stated - he is not present in Switzerland.

Buyer is now threatening to file an item not received claim. Despite my best diplomacy to de-escalate the situation (calling the Swiss Post, Timely and polite communication, regular updates) - there seems to be no stopping that choice at this point.

Here is the latest e-mail from the buyer this morning: 

The tone of this message sounds uncooperative at best. Based upon what is being said, they have an expectation of being able to receive a refund without me having the item back. And given that I can not control other peoples choices, nor in good business practices issue a refund without the item returned to me, I made contact with eBay / PayPal - and this is what they stated:

- PayPal will issue a waiver on the funds being held if the buyer decides to open a claim in this instance. Meaning, that they will reverse the negative hold balance. Reitterating to me that the item is showing tracking updates, delivery attempts, and that is has to be declared lost or returned to me to issue a refund to the customer. They also stated that if there are no tracking updates for 21 days, they THEN release the funds (which would then deduct from my balance). 

 Needless to say, this entire experience has been concerning, frustrating, and dissapointing. But I realize I have to let it play out to its conclusion; good or bad or somewhere in between. 

What do I want to happen?

- I would like the buyer to receive his item.

- Failing that, receive the item back to issue a full refund. 

- Avoid any claims or Item Not Received disputes. 

Additonally, having analyzed the situation for where I failed / needed to use better choices, here is what I came up with:  

- Not using USPS Priority / Express. With this service, I could have initiated an International Inquiry, and get the parcel back here with the USPS assistance. Since it is USPS first class international, that service is not available.  I take responsibility for this, but did not see something like this happening (as having shipped many times overseas in this manner without issues). 

- Not clarifying (before shipment) what paperwork needed to be included to clear customs. But if that was the case, why did it clear customs the 2nd time and go out for delivery today? 

Other than those particular items, I don't see where else I am responsible / need to improve in the future. I also realize that I can not control other people, their actions, nor what they chose to do; only be the best I can be. 

Have any of you had similar experiences like this? What constructive suggestions (if any) do you have for this situation?

[grayirongolf]

eBay's policy's trap you into giving away your product & payment.  My only advise is don't sell Globally & stick with your own kind, in your own country.  

[dugoldstuff]

> eBay's policy's trap you into giving away your product & payment.  My only advise is don't sell Globally & stick with your own kind, in your own country.  

I have been unchecking the sell internationally box in all my listings, and also creating exclusions for destination. It's just not fesible, as grayirongolf notes. Yes, eBay wants us basically to pay money to buyers to take our stuff. 

[lewisburggold]

Hello, the same thing did happen to us.  We called cutomer service and they could see it was attempted to be delivered.   They did close the case in our favor.  But 3 weeks later the packege did make it back so we went ahead and refunded the buyer.   We really did not think we would never see it again but it did come back.  Best regards

[sin-n-dex · Accepted solution]

@ribusu

Something similar happened to me (buyer refused a package because of customs). It's not about the invoice, it's about the buyer not wanting to pay fees.

This is easier said than done, stop responding, wait for them to open an INR case, then try to call and get it closed in your favour becuase the buyer a) refused it - because of customs, and b) was unavailable to accept the package by his own admission when it made it through.

If and when it comes back, then issue him a refund, but don't reply until then. You might be able to get a neg removed if he does that, pending on what he says. Message me if you need help, I ship a lot overseas.

Like I said, easier said than done... I'm very bad at stopping communication because I often want to have the last word in every dispute.

Cheers, C.

[ribusu]

Thank you C! I will reach out to you directly!!

[ribusu]

Thank you!

[grayirongolf]

If I did'nt have a heart & feelings, I'd be tempted into using the Global trap to my own advantage. 

[agent006140]

if the package comes back to the States and resent to Switzerland,there must be some reason which made USPS decide t o do so and it is not customs refusal.

It happened to me once,the domestic package was undeliverable in CA and returned to sort facility in TX and it  resent ,then it was returned to the same facility and they check the address to find nothing wrong with it so they resend again.

It went on 3 times until I asked them  to stop and send the package to me so I can take a look why?

It turns out that the address may be good but it is under construction and the mailman does not want to leave a package unattended  and the box was marked undeliverable,under construction etc.

And the buyer keeps telling me she does not understand why ,she is trying to scam the item as I found out later.

Your buyer could be a guest worker in Switzerland and is leaving Switzerland to go to Spain.

Did you call 1-800-usps Customer service,intl dept and see if they can send an email and ask the Swiss post office what is the problem and if they can return this package back to you?

[agent006140]

the tracking you show did not say invoice is missing,it said addressee is not available to receive the package.

so it should return to you eventually/

post offices do talk to each other,ask if USPS knows more,it can email post office in SWISS land

[myangelandmyprincess]

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@agent006140 wrote:

the tracking you show did not say invoice is missing,it said addressee is not available to receive the package.

so it should return to you eventually/

post offices do talk to each other,ask if USPS knows more,it can email post office in SWISS land

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the screen shot doesn't show when it was orginally sent back to the US the first time.  It only shows when it was sent back overseas and is showing now delivery attempted when the buyer is no longer there.