Customer refuses delivery after opening the package

[cottonwoods]

I just received a package back today from an item that was delivered on 4/22.  The box was opened and the item was unwrapped.  The returned box states refused delivery. I have a no refund policy. What happens now?

[pjcdn2005]

Technically, if the buyer opens an item not received claim you wouldn't have to refund because they refused the parcel.  But morally since you have the item back you should refund for the item but you can hold back  the original shipping and the fees that you have been charged.

[a_c_green]

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@cottonwoods wrote:

I just received a package back today from an item that was delivered on 4/22.  The box was opened and the item was unwrapped.  The returned box states refused delivery. I have a no refund policy. What happens now?

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I'm sort of having a dodged-a-bullet moment here, because the unhappy buyer could have filed a return request ending in your having to buy a Return label, but they didn't. Instead they appear to have stuck the USPS with the cost of returning it. 

I agree with the above: you could refund for the purchase only, less expenses, although it's still possible for the buyer to file a chargeback in order to recover the remainder. Hopefully they will not. 

[chapeau-noir]

I call those 'silent returns' and have had a few - just refund the buyer their purchase price.  Don't get into a dialog with them or try to 'educate' them (not saying you will) - they already know what they did and obviously don't care.  This is going to happen once in a while.

[cottonwoods]

The item shows it was delivered and it looks like they decided to return it after opening the box (which they clearly did).  So, it was shown as delivered and then a few days later, it was sent back with refused delivery written on it.  Since I have a no refund policy, how can the buyer claim anything other than that the item did not match the description - which it clearly does.  Should I file something with eBay now in case a dispute arises?

[cottonwoods]

Would I then deduct the fees I had to pay to eBay for the sale and the mailing cost?

[chapeau-noir]

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@cottonwoods wrote:

Would I then deduct the fees I had to pay to eBay for the sale and the mailing cost?

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@cottonwoods  - I should have been more clear - couple choices that I can see for refund:

You could cancel the transaction first with 'buyer request' since obviously the buyer wants to cancel the sale (by returning your package) - this would refund everything and refund your fees to you - but you would lose initial shipping.

Or you could just refund purchase price from original payment, you would retain your shipping but you wouldn't get your fees back. *

*At least the last time I did this a couple of months ago.

So, which one you do would be up to you - sometimes the fees are higher than the shipping, or maybe you'd just want out from under the transaction and just cancel it.

Others may have more suggestions - those are just the two methods I've used.