Buyer opened return, closed return, then refused packaged with FedEx, now opened PayPal INR

[bangordiscount]

Hello all,

I have a somewhat confusing transaction I want to make sure I handle appropriately.

I sold a tool to a buyer on July 12th. My store was in vacation mode and I adjusted my handling times accordingly so that I would not have to dispatch any orders until I was back. Despite this the buyer contacted me immediately asking when it would be mailed out. I had put a vacation message on my storefront and had an out of office response set up to let customers know I wasn't returning until Wednesday July 15th and items would be mailed the following day. I again let the buyer know this.

I mailed the tool on July 16th via FedEx and it was delivered in California on July 24th.

Without contacting me the buyer opened a return request on July 30th through eBay which was automatically approved. The reason was as follows:

Reason

Just didn't like it

Details

The pressure is too weak~! I need the stronger one

I kept an eye on the return tracking and over the next week didn't see any updates. Then on 8/6 the buyer contact me stating that they had refused the package and it would be sent back to me via FedEx and they requested a refund.

I didn't respond as I was again out of office (vacation) mode for that week.

On 8/11 the return case was closed by the buyer with no explanation and I figured he just changed his mind. The return label that eBay had created didn't show any updates at this time.

Then last week the item showed up on my doorstep. The buyer had written over the original FedEx label I purchased through eBay "Please Return to Sender".

On top of that label was a new "return to shipper" FedEx Label with the return reason: Unable to deliver shipment. The tracking number was the same as the original label.

A few days later the buyer opened and escalated an "Item Not Received" dispute through PayPal.

I plan on responding to that but my main concern was will I be billed on my next invoice for the buyers return postage even though it was essentially a "buyer's remorse" return?

I was annoyed because he opened the shipping box from the bottom, resealed it and brought it to fedex as a "return to sender" rather than using the return label provided by eBay.

I know refusals don't cost the original sender any money when USPS is used but I thought it did cost the sender money with FedEx and UPS.

Thoughts? I was under the impression I could win the INR (not looking to); but right now just figuring out how to get my eBay FVF back on this transaction since the buyer closed the return and how to deduct any return shipping postage this might costs me since the buyer didn't use the eBay provided label on a buyer remorse return.

[fab_finds4u]

If the buyer refuses delivery they lose buyer protection allowing them to return an item that's not as described. Since your policy is returns accepted the buyer can return it for any reason including they no longer want it, they changed their mind and it's coming back to you in the original condition.  When you get it back deduct the original shipping and refund.

[flapperfox1921]

Refund the buyer.  Paypal will not allow you to withhold any funds from an INR.  

[postingid7659]

But the tracking will show the item was received?

[chapeau-noir]

TBH I'd grit my teeth and call on this one.  Your buyer playing hokey-pokey with contradictory cases is giving you a chance to at least get your fees back

[bangordiscount]

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@fab_finds4u wrote:

If the buyer refuses delivery they lose buyer protection allowing them to return an item that's not as described. Since your policy is returns accepted the buyer can return it for any reason including they no longer want it, they changed their mind and it's coming back to you in the original condition.  When you get it back deduct the original shipping and refund.

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Right; but the buyer opened and closed the return request. I no longer have an option to cancel the transaction or refund through eBay, which means I can't get those FVF back without contacting eBay, correct?

And I'm still trying to figure out if I'm going to be billed those return postage fees from FedEx---this wasn't a SNAD or "seller error" return, and therefore I shouldn't have to pay return postage for buyer's regret.

The original postage was $17.19 to send this from NY to CA, I can't absorb that original cost but not double it should FedEx add that to my end of month seller invoice.

[bangordiscount]

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@flapperfox1921 wrote:

Refund the buyer.  Paypal will not allow you to withhold any funds from an INR.  

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The buyer received the item. The tracking shows it was delivered as required for seller protection.

The buyer then a week or two later brought the item back to FedEx as "refused---return to sender".

I'm only dragging my feet on a refund because A) I want my FVF back B) I don't want to absorb return shipping when I paid for outgoing shipping (i.e. "free shipping").

[bangordiscount]

I'd be okay trying to get PayPal to close out the INR in my favor, then contacting the buyer and letting him know I'll refund his original purchase price - return shipping costs, assuming eBay will refund my FVF.

Unfortunately I don't have a way to initiate the refund on eBay anymore since he closed the return request over two weeks ago.

[postingid7659]

I would deduct a restocking fee or something too. You probably don't meet eBay's rules to do so but if PayPal finds in your favor it's entirely up to you to refund him at all.  

[flapperfox1921]

The zip won't match the buyer's zip code.  It has to be delivered in the buyer's zip code area.  

[flapperfox1921]

Paypal goes on the final delivery which is to your zip code.  It has to be delivered to the buyer for it to count as a proper delivery.  I'm not making any value judgments here, I am just pointing out how the delivery works.  

[lightlily_arts]

Clearly you need to provide any and all documentation to PayPal as it seems to me they voided their protection when they brought the package back to Fedex.   Including screenshot pictures of the package where they wrote return to sender.   However, you do need to refund the buyer.   I looked at your listings and you have a 30 Day Return Policy, but the buyer has to pay the return shipping.  That is why they resealed the box and shipped it back as if they refused the delivery to avoid paying for the return shipping.   You need to provide screenshots of the buyer's messages  and the claim they opened and closed in eBay to PayPal  to prove as they actually did receive the package and returned it to Fedex to avoid paying the return shipping.  You need to report the buyer to eBay in order to get your final value fees back.  eBay can't bill you for a return label that was never used. I don't know how that works with Fedex and I would call Fedex to be certain they don't bill you for the returned package. I would deduct that amount from the refund if you do get billed.  Block that bidder too as they are dishonest and not someone I would want as a customer.  Your buyer is a real snake.

i would callm them.

[bangordiscount]

I am going to respond to this today on PayPal.

I haven't gotten a clear answer but I believe I've asked this before and been told by FedEx employees that returned or refused packages get charged to the sender/sellers account (i.e. postage fees). I found this on Fedex's website:

16.3. Return Charges will be assessed to the Sender together with the original Charges, unless the Shipment was undeliverable due to the fault of FedEx. Also included will be any other Charges incurred by FedEx including but not limited to duties, taxes and storage fees, if applicable.

http://www.fedex.com/bw/shippingguide/terms/#:~:text=Return%20Charges%20will%20be%20assessed,and%20s...

Therefore I think it's fair to ask to deduct an amount equal to original postage from the refund amount after I contest the fault INR due to buyer refusing the package rather than returning it and closing the return request so I can't refund through eBay

[threshold.sales.group]

I would just refund and move on.  You have the item to relist.  Stuff happens, better to keep moving forward. It's not worth the time or effort to argue over potential one way freight on a FedEx ground shipment.   

[monster-deals]

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@flapperfox1921 wrote:

Refund the buyer.  Paypal will not allow you to withhold any funds from an INR.  

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Oh dear lord don't do that.