Delivery forwarded and delayed, Buyer requests return for Item never arrived

[tmb223]

Hello,

I am inexperienced and don't know what to do. Thank you for any help.

I shipped an item throught the USPS. The tracking number shows the item as being forwarded (November 30) at which point the buyer leaves the feedback "Scammer" and threatens to report me to various places. I explained that I did not cause the forwarding and the buyer appologized. The buyer told me there are no forwarding instructions for their adress. I attempted to call the USPS but nobody picked up in the 2 hours I was on hold. The buyer went to the post office and told me it would arrive tomorrow (December 1) and that the forwarding is a mistake. Today(December 4) the buyer opened a return request for item never arrived. I went to the post office and was told that the item had to be forwarded because of forwarding instructions for the buyer's adress and that forwarding takes a few days which the tracking number shows as being passed as it has departed the facility.

Am I responsible for late shipments because of forwarding? If I refund the buyer now, how I receive the item back?

[seller*by*day]

Try to recall the package, there is a fee for that and you can do it on the usps website. Don’t refund the buyer, just upload tracking to the case and try the package intercept. You have 3 full business days before you have to have proof of delivery or issue a refund. 

[ohnojoey]

The buyer opened a return request yet has nothing to return?

The buyer said that there are no forwarding instructions but the USPS and tracking says that there are forwarding instructions. 

The buyer apologises for blaming you, yet will they remove the negative blaming you?

Don't refund the buyer at this point. I wouldn't do anything yet. 

[patd3283]

Evidentally, forwarding is a trick some buyers / scammers use to get stuff for nothing!

[tmb223]

My mistake, It is not a return request, it is a request for a refund because the item has not arrived yet. The buyer said he/she would revise the feedback once the item arrived.

[tmb223]

Right now I am thinking that is what is happeneing, and the buyer was trying to intimidate me. However if this is true then the buyer should have opened a case earlier because the item will probably arrive before the case can be escalated which I think means it will be voided.

[dblkj-0]

You might try filing a lost mail item report on the usps web site.

[ohnojoey]

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@tmb223 wrote:

My mistake, It is not a return request, it is a request for a refund because the item has not arrived yet. The buyer said he/she would revise the feedback once the item arrived.

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I wouldn't refund at this point either. You may lose the money and the item. You know it's been forwarded and in transit.

The buyer is claiming to revise the feedback once the item arrives, yet wants a refund before the item arrives because they don't believe it will arrive? 

It's interesting that the day the buyer claimed that USPS told them their package would arrive the next day, was the same day that the package was ordered forwarded. I'm leaning to what patd3283 said, unfortunately, that is a possibility. 

[tmb223]

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@ohnojoey wrote:

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@tmb223 wrote:

My mistake, It is not a return request, it is a request for a refund because the item has not arrived yet. The buyer said he/she would revise the feedback once the item arrived.

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I wouldn't refund at this point either. You may lose the money and the item. You know it's been forwarded and in transit.

The buyer is claiming to revise the feedback once the item arrives, yet wants a refund before the item arrives because they don't believe it will arrive? 

It's interesting that the day the buyer claimed that USPS told them their package would arrive the next day, was the same day that the package was ordered forwarded. I'm leaning to what patd3283 said, unfortunately, that is a possibility. 

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The day the forwarding message appeared was when the buyer sent me a message and left feedback. After my response saying I would contact the USPS the buyer supposedly went to the post office and was told it would arrive the next day. It was that same day that the buyer promised to revise feedback. 4 days later the buyer opened the case because it had not arrived yet. The buyer knows it will arrive but wants a refund because it is late and probably does not belive it will arrive soon.

I have responded to the request with the add tracking information option and explained that it should arrive soon, mentioning the hold up with forwarding, holiday season, and the National Day of Mourning.

Thanks everyone for the help. I will update what happens next.

[beardedbovine · Accepted solution]

Hi Dr Fart,

Take a look at this post from an eBay employee with instructions for handling this case.

https://community.ebay.com/t5/Selling/Buyer-had-mail-forwarded-now-claims-item-not-received/m-p/2917...

[tmb223]

@beardedbovine wrote:

Hi Dr Fart,

Take a look at this post from an eBay employee with instructions for handling this case.

https://community.ebay.com/t5/Selling/Buyer-had-mail-forwarded-now-claims-item-not-received/m-p/2917...

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I contacted Customer Service according to those instructions. The agent told me to wait for the item to be delivered or the case to be escalated at which point ebay would make a desicion with no guarentees. I remided the agent that mail forwarding voids the Money Back Guarentee and the agent confimed this was true and that ebay will rule in my favor. Also that any feedback would be removed automatically. Just worried that ebay might not rule in my favor as the agent did not tell me it would be in my favor until the second time I mentioned forwarding voiding the case.

[cherry*fizz]

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@beardedbovine wrote:

Hi Dr Fart,

Take a look at this post from an eBay employee with instructions for handling this case.

https://community.ebay.com/t5/Selling/Buyer-had-mail-forwarded-now-claims-item-not-received/m-p/2917...

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lmbo I just have to say this has had me giggling out loud for too long now. This really just tickled me. I realize that's his or her handle, but your formally addressing it is just too funny. Sorry for being immature. 

Carry on.  

*giggle*

[dtexley3]

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@tmb223 wrote:

@beardedbovine wrote:

Hi Dr Fart,

Take a look at this post from an eBay employee with instructions for handling this case.

https://community.ebay.com/t5/Selling/Buyer-had-mail-forwarded-now-claims-item-not-received/m-p/2917...

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I contacted Customer Service according to those instructions. The agent told me to wait for the item to be delivered or the case to be escalated at which point ebay would make a desicion with no guarentees. I remided the agent that mail forwarding voids the Money Back Guarentee and the agent confimed this was true and that ebay will rule in my favor. Also that any feedback would be removed automatically. Just worried that ebay might not rule in my favor as the agent did not tell me it would be in my favor until the second time I mentioned forwarding voiding the case.

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You need to call back before the case is "escalated" and go through this again.  Get a incident (or whatever they call it) and copies of the call notes from the CS agent.  If they give you flack, request a supervisor.  Forwarding voids MBG, pure and simple.  They should have closed the INR on your first call.

[tmb223]

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@dtexley3 wrote:

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@tmb223 wrote:

@beardedbovine wrote:

Hi Dr Fart,

Take a look at this post from an eBay employee with instructions for handling this case.

https://community.ebay.com/t5/Selling/Buyer-had-mail-forwarded-now-claims-item-not-received/m-p/2917...

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I contacted Customer Service according to those instructions. The agent told me to wait for the item to be delivered or the case to be escalated at which point ebay would make a desicion with no guarentees. I remided the agent that mail forwarding voids the Money Back Guarentee and the agent confimed this was true and that ebay will rule in my favor. Also that any feedback would be removed automatically. Just worried that ebay might not rule in my favor as the agent did not tell me it would be in my favor until the second time I mentioned forwarding voiding the case.

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You need to call back before the case is "escalated" and go through this again.  Get a incident (or whatever they call it) and copies of the call notes from the CS agent.  If they give you flack, request a supervisor.  Forwarding voids MBG, pure and simple.  They should have closed the INR on your first call.

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Called back and the representative closed the case without question. The negative feedback is also going to get removed. Thanks for helping me out.

[beardedbovine]

Hi Dr Fart,

I'm glad it worked out in the end. eBay CS can have a high turnaround and the reps don't always understand policy. (There are many laughing at that understatement.)

Sometimes it takes a couple of calls to get a rep who understands the policy and takes appropriate action.