Buyer says refused package at post office, I don't have it back.

[gildeddoll]

I sold an iPad, and buyer wasn't happy with it so they wanted to return for a refund. I accepted the return, clicked option for ebay to issue them a return label, waited two weeks and nothing. My money is on hold in paypal. Buyer closed return. I emailed them today and got a reply back; they said they refused the package at the post office and didn't use my label. Original tracking shows they picked up the package. They also managed to open it, turn it on and take pictures of the ipad to send me. So what do I do now. They haven't emailed me asking for money, I just want to know if I'm getting the iPad back or what. It's been over two weeks. Any advice? 

[aldente28]

Ebay will close the return if the shipping label isn't used.

What you do from there is up to you. If it were me, I'd refund the buyer if I get the laptop back. If I never get it back, that's the end of it.

PS - tracking says "refused - returning to sender" if that's what happened. If it was refused, it should not say "delivered". Red flag alert. I'm skeptical of this buyer. As i said - if you get it back and want to refund, go for it. If not, and I suspect you won't ever see it again, don't.

[myescape]

If buyer closed the return ebay is out of it.No return,closed case no refund

"Refused returned to sender" tracking status should void buyer protection anyway.And rts often does not get a return delivered scan so buyer would lose case

[queenbuttercup]

I wouldn't do anything now. If it shows up in the same condition at some point soon, I would refund them. If they refused the package, then it should have info on the same tracking number displayed at the USPS website. However, I really don't buy their story, as to refuse the package it couldn't have been opened. Maybe they opened it and taped it back to make it look like they didn't open it. Still, the tracking number should say a refusal and that it is on its way back. 

[femmefan1946]

Refusing a shipment is considered to be the same as "Undeliverable".

Undeliverable items are no longer eligible for the Money Back Guarantee.

You, technically, don't even have to refund the customer.

Ethically, of course....

Nor should you refund until you have the product back in your hands.

At this point you may have tracking that show the undeliverable/refused/ in transit status, or you may only have the buyer's word that he has refused/returned it.

Returned items are a very low priority for carriers, so it may be months before you see your iPad again.

Until you do, no refunds.

BUT

Obviously the buyer is umm....mistaken.

He accepted, opened and photographed the purchase.

Still and all.... NO REFUNDS WITHOUT RETURN.

And the returned item has to be in the same condition it was sent.

But cross that bridge when you come to it.

The buyer does sound pretty flakey, but he closed the Dispute and cannot open it again on eBay.

He can open a new dispute with Paypal for 180 days from payment. You don't have to tell him about that.

And there is the possibility of a credit card chargeback, but that's for him to learn about.

If he doesn't/didn't use your Return Shipping Label eventually the cost will be refunded. You are not required to refund him the price of his own RSL.

I suspect he is keeping the iPad and is trying badly to confuse you into sending a refund.

Don't.

[juulhone0 · Accepted solution]

The return is closed you say?

If so buyer keeps ipad, you keep money.

Real simple.

[fab_finds4u]

Two things are going on here that should be taken into consideration.

1, You're only supposed to be able to refuse delivery if the package wasn't opened.  The buyer would lose MBG if your policy is no returns and tracking showed delivery because they wouldn't be able to claim it's not as described if delivery was refused.  Presumably they can't claim not as described when they haven't even opened the package. An exception would be delivery was refused because the package was damaged.

2, Tracking shows the buyer picked up the package, therefore, they didn't refuse delivery. They probably  carefully removed the item and returned it back to the package so it appeared  it hadn't been opened. Then they took it back and refused delivery. That's between the buyer and the PO if the buyer is abusing the POs policy on refusing delivery.

I would only refund if I got it back.  

[gildeddoll]

Thank you everyone. What about the paypal saying money is on hold? Will they release it to me at some point?

[gildeddoll]

thank you! do you know if Paypal will release the money to me? It says it's on hold.

[fashunu4eeuh]

For your payment hold, the policy states this:

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115

”Payment holds

When a buyer opens a return request, please be aware that funds related to the sale may be put on hold by PayPal or eBay. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again.

If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout.”

Because of the pandemic, buyers have been given 30 days now in which to return the item once the request is made. The hold will likely remain until then. You may be able to see the estimated release date of the funds in the Sold section of My eBay.

There is additional information about holds in this Help page:

https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/pending-payments?id=415...

[queenbuttercup]

Did the buyer open a paypal case now? Once the eBay case closed, it should of released the money in paypal. 

[gildeddoll]

Yep its there I'm a dummy!