Buyer requested "signature upon delivery" on $90 item, didn't sign, being returned to sender

[capulet_and_co]

Last week, I had a buyer purchase a $90 item and left a note to not include an invoice and require a signature upon delivery. I thought it was an odd request to require a signature considering it wasn't a super valuable item but figured maybe they have an issue with porch pirates or something. The fact that they also didn't want an invoice included makes me think perhaps this was a gift and they were shipping it directly to the gift recipient. 

At any rate, since they'd already paid (and I'm fairly new to eBay with ~100 sales under my belt), I ate the $3.50 additional cost to require a signature and shipped it off with a note to the buyer that their package is en route with signature required. I didn't hear anything back (not that I necessarily expected to).

Flash forward to 2 days ago, and I could see the package was out for delivery and that a notice was left but no authorized recipient was available to sign. When I saw this, I messaged the buyer and told them I noticed this and kindly asked that they be available to sign when they attempt redelivery because I would hate for them to have to return the package. I didn't get a response and see that just 3 hours after USPS attempted delivery (the first and ONLY time they attempted delivery), they marked the package "return to sender processed." I'm baffled why USPS didn't attempt to redeliver. Maybe it's just where I live, but they attempt delivery 3 times where I am.

The buyer has 100% positive feedback (249 positive feedback, in fact), so I find this all a little strange. I'm not sure if this a USPS issue or buyer issue and they've gone silent on me.

I know I need to wait to get the package back, which I imagine will be in a few days, but in the meantime I'm wondering what next steps will be once I do. Message again? Refund? Attempt to resend and if so, how do I handle the shipping charge this time around and if they request to sign for it again?

Any and all feedback is appreciated.

[ms.rodriguez*]

First ALL buyers have 100% feedback including the scammers. Once you get the package back, refund MINUS the ebay shipping and fees.  Block the buyer. Put the item away. If buyer is nasty, let them know that they are responsible for having a safe place to get the package and they are responsible for picking up the item. If they wanted SIGNATURE CONFIRMATION , they needed to contact you BEFORE bidding AND they had to agree to pay that fee. If it was a buy it now,  you (the seller) needed to edit the listing and add the signature confirmation fee and then the buyer buys it. OR you needed to email the buyer and give them your paypal email address and tell them to pay the 3.50 or whatever the fee is now.  

Personally, I would block this buyer after the partial refund.  

[reallynicestamps]

You are not required to refund a single red penny.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

So you are out the cost of shipping and your time.

Now Block the deadbeat and snicker about the easy money.

[dolcetreasures]

Anytime a buyer asks for services beyond what was agreed upon, CANCEL the transaction. 

[ms.rodriguez*]

Not required but it's unethical for a seller to keep all of the money.  I'm thinking that this buyer has an incompetent mail carrier or neighbors that are thieves. He is just trying to get his package but he need to pay for this service.

[fashunu4eeuh]

If the USPS did not try redelivery, it was likely to be at the buyer’s request. The buyer refused to accept the package, and therefore the PO processed the return to sender.

I have a theory—

Knowing that the seller had a No Returns policy, the buyer used this method to return the item without having to pay for return shipping, and as a way of getting around the seller’s No Returns.

It might also be possible that the buyer was looking at other widgets identical to the one purchased, found a better price, and the Signature Confirmation helped stall delivery while he was making up his mind. 

[reallynicestamps]

@ms.rodriguez* 

Not required but it's unethical for a seller to keep all of the money.

I agree.

But eBay does not require it.

Where a seller goes from there is up to their own conscience.

I suspect that eBay doesn't require it because there would be some Undeliverable packages where the buyer is also Unfindable. And eBay doesn't want to deal with holding money for someone who might popup at any time.

[albertabrightalberta]

My guess is that the buyer is using @capulet_and_co as a dropshipper and wants to know that the buyer's buyer received the item. The reason there shouldn't be a packing slip or invoice is because the buyer doesn't want his buyer to know that the item came from an ebay purchase.

When a buyer isn't available to accept delivery, ebay considers attempted delivery the same as delivery so should the buyer file INR, respond with tracking and add a comment to the effect of delivery was attempted but no one was available to sign. 

And in the future, do not add s.c. for items when it's not required for seller protection, i.e., <$750! 

[mam98031]

You will be covered under Seller Protection for INR [item not received].  The lack of signature, as long as the tracking notes this, is = to delivery.  It is in the MBG.  A policy you should know completely so you can protect yourself the best you can.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[capulet_and_co]

Thank you all for the insight and advice. I’ll definitely be going about things differently from here on out.

In case you’re curious, here’s an update on the situation: The package got redelivered to me (still sealed) with the following RFS sticker on it from USPS:

Return to sender

Attempted — not known

Unable to forward

Return to sender

The “unable to forward” makes me think there was a change of address and the recipient maybe moved and no longer lives there. I Googled the address and it  exists, so I don’t think it was a typo. Maybe when USPS delivered it, the person answering the door said that person no longer lives there, so that’s why they didn’t bother attempting delivery again. 

Thoughts?

[mam98031]

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@capulet_and_co wrote:

Thank you all for the insight and advice. I’ll definitely be going about things differently from here on out.

In case you’re curious, here’s an update on the situation: The package got redelivered to me (still sealed) with the following RFS sticker on it from USPS:

Return to sender

Attempted — not known

Unable to forward

Return to sender

The “unable to forward” makes me think there was a change of address and the recipient maybe moved and no longer lives there. I Googled the address and it  exists, so I don’t think it was a typo. Maybe when USPS delivered it, the person answering the door said that person no longer lives there, so that’s why they didn’t bother attempting delivery again. 

Thoughts?

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That is a great call.  It would certainly make me think that.  I would send an email to the buyer.  Let them know that the item is being returned to you.  It appears there was something wrong with the address.  Then verify the shipping address.

When this happens to me, I give my buyers a couple of choices.  Once I receive the item back I will be happy to refund their money LESS the original shipping fees and any non recoverable selling fees.  Or I will reship the item as long as the buyer pays for reshipping.  I bill them through Paypal.

Something extremely important to remember here.  If for any reason you reship this transaction, do NOT do it from the transaction on Ebay.  If you do that you loss the details of the original shipment and you don't want that to happen.  If they pay through PayPal for the new shipment, with a corrected address too, print your new shipping label from the PP transaction.  This way you do not lose your Seller Protections in Ebay.

[coolections]

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@capulet_and_co wrote:

Last week, I had a buyer purchase a $90 item and left a note to not include an invoice and require a signature upon delivery.

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My guess is you completely misunderstood this buyer. Many sellers use signature upon delivery and most buyers hate that (they work and are not home). I think your buyer was saying to you to NOT include an invoice and to NOT use signature required.

[capulet_and_co]

I agree that most buyers don’t want to mess with a signature, that’s why I found it odd that they specifically asked for one. Here’s what they said verbatim: “Please do not include an invoice and please make a delivery with a signature.”

[jmcdj]

Same thing happened to me. I pulled the sticker off. I knew the address was correct. Sent it back & it arrived.

[coolections]

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@capulet_and_co wrote:

I agree that most buyers don’t want to mess with a signature, that’s why I found it odd that they specifically asked for one. Here’s what they said verbatim: “Please do not include an invoice and please make a delivery with a signature.”

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@capulet_and_co   I think you misunderstood your buyer. Once again my guess is the buyer did not want and invoice or delivery confirmation. There are hardly any buyers who would want delivery confirmation as it would not help them at all. Delivery confirmation is for sellers benefit, not buyers.