Buyer sent this message: I do not want the package

[cool-chaos]

Buyer sent this message: I do not want the package

Product shipped a couple days ago and should be delivered any time... 

What should I do?

TIA! 🙂 

Jewel 

cool-chaos

[slippinjimmy]

Tell them to mark it Return To Sender.

It will be a bit slow getting back to you but it won't cost anything. When the package is returned you can issue the refund.

It might be best to refund via an order cancellation using "buyer requested" that way you avoid any chance of an Out Of Stock defect.

I just checked and I see the "cancel order" is still available even for items that have actually been shipped.

If you do it this way the buyer will automatically be refunded and your fees will be credited and it won't affect you performance metrics.

[fashunu4eeuh]

Hi, you could tell them to refuse the delivery, then it will be returned to you. If it was sent via UPS or Fedex, you might be able to recall it and it could be rerouted to you.

In refusing delivery, the buyer protection is forfeited, so the buyer cannot open a Not Received claim. Not certain what the buyer protection status is on diverted packages. 

What is your refund policy? If the package gets delivered, then the buyer will have the responsibility of returning the package, and depending on your policy, they may be on the hook for return shipping.

[slippinjimmy]

The OP has no returns but all that means is that this buyer if they want to can makes up something to claim Not As Described, if that happens the OP will be on the hook for shipping both ways and the buyer can leave whatever feedback they like.

[div_style]

"

Tell them to mark it Return To Sender.

It will be a bit slow getting back to you but it won't cost anything. When the package is returned you can issue the refund."

But also tell them not to open the package.  if it's opened they will have to pay return postage.

[bbravo65]

...how about getting credits for eBay selling fees and PayPal transaction fees...?

[slippinjimmy]

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@bbravo65 wrote:

...how about getting credits for eBay selling fees and PayPal transaction fees...?

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See post #2

[mam98031]

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@slippinjimmy wrote:

Tell them to mark it Return To Sender.

It will be a bit slow getting back to you but it won't cost anything. When the package is returned you can issue the refund.

It might be best to refund via an order cancellation using "buyer requested" that way you avoid any chance of an Out Of Stock defect.

I just checked and I see the "cancel order" is still available even for items that have actually been shipped.

If you do it this way the buyer will automatically be refunded and your fees will be credited and it won't affect you performance metrics.

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I don't know that I would want to file a cancellation after I got the item back.  If you do that, then you need to give the buyer a full refund to get your FVFs back.  Which is more expensive, the original shipping or the FVFs.

If I were to file a cancellation I would choose problem with the buyer address.  While that completely accurate, it is close enough and should be fine.  Or as you suggested, that it was by buyer request.  Either should work if you go that route.

But I may choose to eat the FVFs and issue a refund straight through PP for the product price and not the original shipping.  This is more like a Buyer Remorse return.  

Just some thoughts to consider.

[slippinjimmy]

Anything over an 80% refund and you risk the chance of an out of stock defect, perhaps removable but who wants to go through all that hassle.

I get it that in this scenario original shipping it out the window, that is unpleasant but so is needing to call eBay to remove a mega-defect. I feel strongly that it's not worth dwelling on an unpleasant experience just to maybe save a few bucks, better to move on and spend the time doing something to generate new sales to cover your losses.

[robot-hands]

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@cool-chaos wrote:

What should I do?

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Nothing.

[inhawaii]

I had a similar thing happen to me the other week.

The customer requested to cancel AFTER the label was created but BEFORE it was shipped. 

Are you sure canceling the order is an option after a label has been printed and the status is "shipped"?

That option wasn't available for me. I had to contact customer service.

[luxe_beauty_4_less]

Ditto on having the buyer either "refuse" package or mark return to sender without opening.  I've had buyers do both in this situation.  I explain that when I get it back, I'll cancel per their request (using buyer requested cancel) and issue a full refund.  I'm out the original shipping, but that's better than having them get it, open it, then pay for remorse return shipping.  

[trukur_0]

Having a buyer refuse delivery voids buyer protection and that means the seller does NOT have to issue a refund...

I second the motion of doing nothing.

[privacy60]

nothing. the ball is in your customer's court. most people are too lazy to actually return something. write him back something like "thank you very much the package has been shipped to you"

[7606dennis]

You are not required to cancel a transaction simply because the buyer requests it.  So if the buyer doesn't want the item, they have the option of refusing delivery and voiding the MBG and run the risk of the item being deemed abandoned property.  Or they can accept delivery and request a return if the seller accepts returns.

Of course, they could request a return for the not as described reason and the OP would be required to accept it and pay for the return shipping.  Of course, based on the buyer's message I would be skeptical of the buyer's integrity if they did that and although I'd probably end up losing the SNAD.  I'd appeal and at least put that buyer on eBay's radar.