How best to handle this mess

[grpla-2935]

About a month ago I made a sale and shipped it off. The buyer is overseas somewhere and the address he gave me appears to be a freight forwarding company in Delaware. When it gets to the address the buyer provided to eBay, the tracking shows it as an "insufficient address" and sends it back to me. The buyer insists the address is good and has had other items sent there with no problem.  I go down and talk to the post office and they agreed to send it back to the same address free of charge but with a new shipping label and tracking number.  It goes back out an the new tracking number shows it is delivered. I got a message today from the buyer saying that "his friend" says that he never received the item despite the new tracking showing it was delivered. he hasn't asked for a refund yet, but I'm sure its coming. All of our conversations about what he wanted me to do with the package getting sent back to me are in messages through ebay. Several times he asked me to speak to the post office to see if they would send it back to the address provided without having to buy another shipping label.

It gets a bit messier.  He is claiming the shipping shows it was not delivered and he is not completely wrong. The ebay tracking shows a scan for insufficient address at the original delivery site, then it shows insufficient address again when they delivered it back to me at my address.  When I sent it back out, the post office just placed a new label on top of the old one and now the original tracking shows it as being out for delivery and "rescheduled to next delivery day" despite the new tracking showing(which I provided to him as soon as the post office sent it back out) it as being delivered. 

[greatmidwestcoin]

That's why many sellers do not ship overseas. I wish you the best.

[klhmdg]

Once it was sent back you should have refunded the item cost and had the buyer repurchase.

BUT now IF the buyer files a not received case put the new tracking number in the case. As long as that shows delivered you should be fine.

From this point on, if the buyer messages you just say to file a "not received" case on eBay.

Otherwise dont message back, just let it be until the buyer files a case

[blue-ribbon_farms]

If you sent it priorty let him go to usps.com an file insurance claim. claim will be tracking number

[soh.maryl]

The OP was not actually shipping overseas, but to a freight forwarder in Delaware. 

[miyasamaco]

The first time it was returned to you, you should have canceled the order and not dealt with it again. 

It's best to avoid freight forwarders. 

[steady2304]

Did you upload the 2nd tracking number to the My eBay page for the buyer when you had the 2nd tracking number applied at the Post Office and sent it a second time?

If you didn't you might be on the hook for the refund if the buyer opens an Item not Received claim.

[ittybitnot]

@grpla-2935 

Buyers that use a freight forwarder often relinquish their ability to file claims under the Money Back Guarantee.  Unfortunately, unless YOU press the issue, eBay's auto bot system is going treat this as a regular claim should the buyer file one. 

If that should happen, you need to contact eBay buy using the blue message feature on this page: 
https://www.facebook.com/eBayForBusiness

OR

https://twitter.com/askebay

Explain the issue with the freight forwarder and the return etc. just like you did here.  Though it seems unusual for eBay to use these methods of contact, you basically avoid the outsourced foreign call center reps that you get in a chat or call back that have no authority to do anything, and will give you the wrong advice that will make the situation worse. 

Make hard copies of all the details.  Keep an eye on this buyer to see if they become Naru'd (not a registered user).   

[stuff4divas]

@grpla-2935  upload the 2nd tracking number onto the sold item

delivered to FF is considered a done deal for the seller

if the buyer opens an INR case, just upload the 'delivered' tracking number onto the case and it will close in your favor

buyers do not have eBay protection when a third party is handling the pkg bc it is unknown on what happens to that package's contents while it is at the FF

the below was taken from eBay Money Back Guarantee link>

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

Exclusions and special coverage when the buyer doesn't receive an item

Items collected by a third party on behalf of the buyer

Not covered

[ms.rodriguez*]

Did you upload the new tracking #?  If yes and it shows delivered, you are safe.  If the person insists that it's not there, tell him that the item shows delivered.  Most likely someone at that place has it and they are lying that it did not arrive.

If you never uploaded the new shipping label, then you are out of luck.  You will have to refund in full.

[inhawaii]

My advice:

As @stuff4divas said, upload the 2nd tracking number into the sale.

If/when the buyer files a INR, respond to it explaining what happened and upload the 2nd tracking number to the case. I don't think it will let you upload both tracking numbers.