Buyer used a Freight Forwarder which did not accept package

[jeschiotz]

I sold something with a value of 750 dollars pluss freight 60 dollars to a buyer that I found out later used a freight forwarder. Now, the package forwarder id not accept package from DHL. Im in contact with the forwarder and they claim that buyer is not in their system. Package is stuck with DHL. I have contacted buyer via Ebay msg and asked him to what he would do but no answer for two days. How to proceed now?

[mam98031 · Accepted solution]

You should be fine.  As long as you ALWAYS ship to the address on the payment notification, you should be fine.  When someone, anyone at the address you shipped to refuses the package, Ebay considers it as delivered.  The buyer would not be able to win an INR if they were to file one.

You need to concentrate on getting the item back.  Don't worry about the buyer right now.  Concentrate on DHL and getting that package returned to you.  Watch the tracking closely.  Make sure they noted on the tracking that the item was refused at the delivery address, that is extremely important.  

So contact DHL and get the package unstuck and traveling your direction.  Remind them to keep the tracking updated too.  IDK if they have a way to sign up for email updates when something is logged into the tracking like they do on the USPS site, but if they do, sign up for that too.

Please keep us informed and we can help you with what you should do once you get the item back.  But for now, just concentrate and getting your package back from DHL.

[jeschiotz]

I have no worries getting the package back. But Im sorry to have lost the sale and Im My worried  in the cost of sending it. In additional to the 60 dollars I paid even 40 dollars to get it delivered in 2 days. I guess that is lost. 

And sale is lost

[mam98031]

I just hadn't gone over that part yet as I didn't want to overwhelm you.  Getting the package back, especially if it is "stuck" at DHL is important as I know you are aware.

Once the item come back to you and if it is in the same condition as it was when it left your hands, you are in great shape.

As I said before the buyer is not able to win an INR if they were to file one.  And honestly Ebay would not force you to refund the buyer either.  However I personally never recommend that to anyone.  I think it is so unfair.  What I advise sellers to do is refund the buyer LESS original shipping, cost of shipping supplies and any non recoverable fees you may have.  Ebay will refund your FVFs for the partial refund you send, but they will charge you the FVF on whatever amount you keep plus the 40 cent per transaction fee.  You should allow yourself to break even.

So for example lets say you charged $75 for shipping, then you would NOT refund that to the buyer, but don't forget about your non recoverable fees.  Your goal again should be so you can break even.

Oh and refund promptly when the item is returned to you.  That will help to lessen the chances of the buyer filing a claim either in Ebay or with their Credit Card company, which just adds a layer of headache for you.  If they file a Chargeback, you would likely lose money.  So minimize the change by processing that refund as soon as you can after receiving the item back.

Let me know if you have questions.

[jeschiotz]

Update: Buyer halted as there was an import duty. Surprice

[dolcetreasures]

At least you have a delivery scan to the Freight company, often the USPS forgets to put any finalizing scans and it’s a free gift. 

[marnotom!]

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@jeschiotz wrote:

Update: Buyer halted as there was an import duty. Surprice

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I'm guessing that this was levied by the forwarder or (more likely) the carrier that the forwarder planned to use to get the item to its final destination.  Commercial carriers will often advance the duty charges to the destination country's customs authority to expedite the item through customs and then get the recipient to repay them, and then some.  Sometimes the charges levied by the carrier for advancing the duties can be pretty stiff.

[sextons-sweet-deals]

I see your in Norway. 

Don't refund anything until you get it back. Some scam buyers will try to force gilt on the seller. As soon as there is a refund, the buyer will rush to snatch the package. 

When you do get it back, you might see if you can deduct the extra shipping that you paid from the total order. 

If you have the option to use eBay international shipping, you might want to go that way. They back the seller!

best wishes on the outcome of this. 

[mam98031]

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@jeschiotz wrote:

Update: Buyer halted as there was an import duty. Surprice

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The advice I gave you earlier in the thread still stands.  Wait to get the item back and then refund the buyer as I previously outlined.  You will be fine.

[jeschiotz]

Freight Company now ask me permission to send package back as reciever did not want to pay duties. What is correct to do?

[marnotom!]

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@jeschiotz wrote:

Freight Company now ask me permission to send package back as receiver did not want to pay duties. What is correct to do?

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I don't know if this is the "correct" response, @jeschiotz, but I would be inclined to take the package back so that the item can be resold.  Is the freight forwarder charging you or the buyer for this service?

[mam98031]

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@jeschiotz wrote:

Freight Company now ask me permission to send package back as reciever did not want to pay duties. What is correct to do?

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Just tell them to return it to you, do NOT pay for shipping the company can bill their customer.  Once you get the item back,  then once you have it back follow what I posted in post 4.

[mam98031]

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@marnotom! wrote:

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@jeschiotz wrote:

Freight Company now ask me permission to send package back as receiver did not want to pay duties. What is correct to do?

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I don't know if this is the "correct" response, @jeschiotz, but I would be inclined to take the package back so that the item can be resold.  Is the freight forwarder charging you or the buyer for this service?

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Freight Forwarders usually have no contact with the seller at all and they certainly do not charge sellers any money for anything.  The FF usually only deals with the buyer.  It is the buyer that should be communicating with the seller.  The seller DID NOT sell the item to the FF, they sold it to the buyer.

Taking the package back is not the concern.  The seller wants the package back.

[sin-n-dex]

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@dolcetreasures wrote:

At least you have a delivery scan to the Freight company, often the USPS forgets to put any finalizing scans and it’s a free gift. 

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I have packages that vanished after Miami and have no deliver scans. I'm just hoping the buyers are honest and will not file INR.

C.

[marnotom!]

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@mam98031wrote:

Freight Forwarders usually have no contact with the seller at all and they certainly do not charge sellers any money for anything.  The FF usually only deals with the buyer.  It is the buyer that should be communicating with the seller.  

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Likely so, @mam98031, but remember that @jeschiotz  is in Norway and we don’t know where the freight forwarder is based.  Things may be different in this scenario.