Buyer wants refund, opened case "item not recieved" and refused package

[ke88804]

I sold an item and dropped it off at USPS the day after it was purchase.  It took USPS  longer than expected to ship the item to its destination and buyer wanted a refund since it took too long. I said I will refund them after I get the item back since it was still in transit and USPS intercept failed since it was being delivered to PO Box. Buyer claimed that they can't get package cause they are going back to their country. 

They open a case as Item Not Received. I updated it with tracking and eBay put the case on hold because I provided tracking. Once item reached its destination, USPS stated that addressee refused the item and it returned to me. I got the package back now and I want to refund them, but I can't refund them since the case is on hold. I called eBay and they said that I would have to refund them through a 3rd party since in their system it is delivered. Buyer has been messaging me to refund them, I told them case is open and on hold so I can't. He has PayPal. But I am concerned that if I refund them through PayPal while the case is still on hold that I may have to refund them through eBay as well after the hold date. Should I wait for eBay to review the case on hold? Its on hold until March 27.

[retrogames10000]

I would say you should wait until the hold to refund.  Do not refund anyone outside of eBay, that is ridiculous, they could chargeback and you could pay twice.

I would also say that this customer has gone out of their way to inconvenience you, so you should not be going out of your way to financially solve the problem, I would wait until such time as you can refund through eBay

[caldreamer]

I would wait until "did not receive item" EBAY case is closed (system is automated and it should close in a couple of days).  

EBAY customer service reps give "bad advise" (refunding a customer through EBAY is very easy).  Go to ORDERS, ALL ORDERS (select SEND REFUND). 

[mam98031]

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[mam98031 · Accepted solution]

Never go outside of Ebay to do a refund on an Ebay transaction.  NEVER.  Then Ebay doesn't have that information and something could happen where Ebay made you refund the buyer a second time.  Not for this transaction, but it is a risk on others.

Something important to learn are Seller Protections for stuff like this.  I encourage you to read and study this policy.  I is a long one, so take your time.  But it is one of the most important policies as a seller to understand.

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

Concerning your current transaction.  Because this buyer refused delivery, as you will see in that policy link above, Ebay considers it as DELIVERED.  They can NOT win an Ebay claim.  The one you have right now will close in your favor.

I would encourage you to refund the buyer when the item gets back to you and IF it is in the condition in which you sold it.  BUT when you refund, DO NOT refund the shipping you charged them or the non refundable fees you have.  That would be the final value fees on the shipping amount you keep PLUS the 40 cent per transaction fee.  Keep in mind Ebay is not going to force you to refund anything.  But I personally always refund the buyer as I described above as I think that is fair.

[lightgirl25]

My buyer did not receive her package, I purchased the label through ebay. I have checked the tracking but the USPS picked up the package and scanned it in but the buyer has not received it yet. I told her to open a request for help, I typed in her package tracking number on USPS but have not heard back from them. But wouldn't Ebay be able to help with this situation. My buyer still wants her package. I feel ;bad for her but this is taking up a lot of my time away from my listing.

[ittybitnot]

@lightgirl25 

Your situation is a bit different that the one explained by the OP (original post, original poster) so it would be to your benefit here to start your own discussion so you can get the attention your scenario deserves.