Do I need to refund?

[daisyloveslily]

An item I sold was sent out 10 days ago. At day 3, the tracking was updated with "No Access" instead of delivered. When I looked up what that means, it implies that their mailbox was blocked or something along those lines. The buyer opened a case right away about item not received. I told her to contact the post office to see if they have the package or if they can re-deliver it. She requested re-delivery a couple days later and it has been in "re-delivery" status for 5 days now. She requested it again 2 days ago. Still not delivered. So, it is now on day 10 since the shoes were shipped out and she told me she wants a refund because the post office is not delivering the item. Is this something I have to take responsibility for and give her a full refund? Or is this in the buyer and post office's court? Any suggestions on how to proceed are appreciated. 

[siayan]

It is the buyers responsibility to provide a safe delivery location

If a case has been opened you may want to call CS. If the case closes without resoluton you may end up with a defect.

[pf9000]

Why don't you call the Post Office and ask them what happened. You can call the main number, and you can also call the customers local Post Office.

[sidemouse]

The real problem is you're running out of time.

Whether you are responsible or not, if the buyer doesn't get the item and your case stays open past a certain day your buyer can then escalate the case, get a refund and who knows where the item ends up.

Thus you should have requested a re-delivery yourself at first sign, or at least filled out an online inquiry or called the Post Office to find out what, where, who and how.

At this stage I'm not sure what your options are, likely due to the time limitation if this were my case I would consider calling to see what will happen with the package, how soon, and then decide whether to issue the refund although I can tell you if the package isn't delivered soon then you will be refunding one way or the other...

[a_c_green]

Technically, the problem is between your buyer and her post office; I cannot imagine why she can't at least phone them up and ask what's going on.

Unfortunately I'm not sure that the Item Not Received dispute would be found in your favor at this point (and do not ask eBay to "step in"; that will not end well), because you don't have a Delivered status showing in the buyer's City and ZIP.

While "No Access" is clear enough, I think it's also considered a temporary status that should be resolved soon; the problem is that an Unpaid Item dispute may time out before it's Delivered, and you'd be stuck refunding. 

If you refund anyway (which I would not do at this point if you can avoid it), you may then want to pay to have your package recovered; otherwise there's nothing to stop the buyer from receiving the package after the refund, and keeping both.

What's the dollar amount at stake here? Has she actually filed an Item Not Received dispute yet, or is she just complaining to you in messages at this point? If the latter, urge her to be a little more patient, and to contact her post office. Any idea what "No Access" is caused by?

(You may want to try contacting her PO too, if you can find their local phone number, but see if she'll go first. If she works Monday to Friday, maybe she can go and collect it from her PO on Saturday.)

[odditiesandantiquities1]

---

@daisyloveslily wrote:

An item I sold was sent out 10 days ago. At day 3, the tracking was updated with "No Access" instead of delivered. When I looked up what that means, it implies that their mailbox was blocked or something along those lines. The buyer opened a case right away about item not received. I told her to contact the post office to see if they have the package or if they can re-deliver it. She requested re-delivery a couple days later and it has been in "re-delivery" status for 5 days now. She requested it again 2 days ago. Still not delivered. So, it is now on day 10 since the shoes were shipped out and she told me she wants a refund because the post office is not delivering the item. Is this something I have to take responsibility for and give her a full refund? Or is this in the buyer and post office's court? Any suggestions on how to proceed are appreciated. 

---

Are we talking about an expensive item? If so, I would contact the buyers local Post Office and ask them where the item is and have them to return to you. Then you can refund the buyer and I would block the buyer also, so you dont' have to go through that again.

[roadking5555]

I have had this happen on two ocassions, even though it may be between the buyer and her local PO, a call to her local PO and ask for the Postmaster or delivery supervisor. Fairly easy to find which PO has the item.

This way you can get the real scoop on what is going on with the package. I have found if you are curteous and give them the tracking info they will be more than helpful. You can message the buyer with what you found out via eBay messaging as a back up.

See how that goes, but as other posters have said, time is running out.

You did what you are supposed to do as a seller but it never hurts to go the extra yard and see if you can resolve it.

Good luck, let us know what the outcome is.

[z50com]

The only problem with refunding now is that the package could still be delivered to the customer after you refund.

I would call the Post Office and ask where the package is. . .

[siayan]

The reason for no access could be anything. They may have a dog, closed fence or a blocked mailbox. A call to thier PO may help explain it but eBay will not recognize the call. 

I don't know why it is always so hard to find eBay policy, I am going to make a file for them. Anyone have the "Safe Delivery" policy at the tips of their fingers?

I would call to see your options and status, but as mentioned above you may not want eBay to step in yet. What is the time frame on your "resoluton center" case?

[retrose1]

OP, what you are dealing with is what is referred to as customs hanger scam.  It usually happens with International buyers who will not pay the customs fees and pick up the item quickly and so customs holds it longer than the ebay dispute case, the case closes and the buyer runs down and picks up the now free item.

What your buyer is doing is not allowing the PO access, probably dog, files a case - secure in the knowledge that the PO holds items for 15 days before they return them, and then when the case closes and they get the refund, they will run down and pick it up.

The buyer is lying to you to stall and gain time until the case times out and tey get their refund.

OP, you can either pay the PO to send the item back to you and the second you see that it is on it's way, refund the buyer through the case.  OR you can wait, but I doubt that it will end well for you,

OR you can call ebay - ask for dispute resolution IN THE US, and then have them take a look at the tracking that says no access and the messages from you and the buyer and have them put an extension on the deadline of at least 10 days onto the case.

Personally I would pay to recall the package.  And then report the buyer to the PO about their insecure mail receptical.

And block the buyer in your BBL so they can not buy from you again.;

[daisyloveslily]

The case has been opened since Day 3, so eBay could be asked to step in at any point now. I messaged the buyer and let her know I would contact the PO today and let her know ASAP the status. She said she has been on the phone for hours and no one can tell her why the package is not being delivered. I will find out more info myself.. If the PO is saying what she is telling me, than I guess I will contact eBay last resort to see what my options are. It was a $29.99 item with free ship, so it is not the end of the world but it still hurts to lose out on everything on my end!

[retrose1]

If you refund the buyer, you are rewarding their bad behavior and fostering an entitled scammer who will start making a profession of it.  And if the buy-uh- scammer leaves you a feedback thanking you for the refund, you can look forward to scam attempts on a regular basis from other buyers who sellers just refunded rather than making it difficult for them.

Call ebay and ask for an extension on the case....make sure that you get a rep in the US, if they have an accent the CS can not help you.

[daisyloveslily]

Thank you all for the responses! I will be calling the PO on my lunch hour and will see what they say about it. I appreciate the help, now I know this is not a confirmed "it is sellers responsibility" type of situation. 

[gracieallen01]

To my mind, I think you had best do something sooner, than later - though I'm not sure what remedies you may have available.

It would appear that your buyer may well be playing out the clock to get a refund and something for nothing.  Unless there's some obstacle, your buyer could have gone to the post office and picked up the package long before now.

Unfortunately, it may not be a 'seller's responsibility' situation, however, it will be one that the 'seller pays' for, if you can't find a solution.

[newerused]

dani, google earth the street address and see whatever you can at street view. Is there even a building, is it residential, it it a multi-unit, etc.