How to deal with refused package which was refused three weeks after delivery?

[eugefunk]

I need help to figure out what to do with the parcel which was refused and returned back to me as a seller.  In the beginning of September I sold an item, and shipped it.  Few hours later the buyer contacted me wanting to cancel, because "they got the wrong size".  But the parcel was shipped already, nothing I could do, so I suggested to try it and maybe it would fit.  Then I left for a two weeks vacation, and my store was on vacation as well.  When I returned, few days later I got the refused package.  Based on the address I traced it back and it was that same item.  Looking at tracking process, it looks like the buyer got the parcel, and then "refused" it almost 3 weeks later, I never knew that it can be even done.  I have not heard from the buyer yet, but I am sure I will.  My question is - what do I do now, how do I process the refund so I will get my fees back and shipping cost and so on?  

[tamaralea]

Buyers can cancel orders for any reason, at any point within 30 days of receiving an item.  Unfortunately, I don't think you can get back any shipping costs.  Go to your orders and select "cancel order".  Be sure and note that the customer requested the cancel.

[hidy-hoo]

@eugefunk  When a buyer refuses delivery of a package they lose protection under eBay's Money Back Guarantee:

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.

https://pages.ebay.com/help/policies/money-back-guarantee.html

Refund through PayPal and deduct the shipping costs as well as the FVF ~ defects are not given for partial refunds.  As long as you have tracking that shows the buyer refused the delivery you will be fine should the buyer try to open a case.

[mismarymarpl0]

The buyer lost her buyer protection when she marked it refused. I would refund just the item cost minus your ebay fees

[mismarymarpl0]

---

@tamaralea wrote:

Buyers can cancel orders for any reason, at any point within 30 days of receiving an item. 

Buyers can file an SNAD case or ask for a return if the seller has a 30 day return policy. They can ask a seller to cancel the transaction at any point, but the seller is not obligated to do so, particularly if the item has already shipped.

Unfortunately, I don't think you can get back any shipping costs.  Go to your orders and select "cancel order".  Be sure and note that the customer requested the cancel.

By marking the package refused, the ball is in the sellers court, they can issue a partial refund minus shipping and fees

---

[tamaralea]

Even if the buyer tried to cancel the order after it shipped?  So if the buyer would have received it, she could then do a return and the seller would have to issue refund for the item and the shipping both ways?

The buyer was trying to save the seller some shipping costs.

[llllady]

@eugefunk

Adding to what hidy-hoo said, do the partial refund through PayPal NOW. Do not wait until the buyer opens or tries to open a claim with eBay.  If that happens, you will then have only two choices (and one of them is NOT a partial through PayPal): a full refund through eBay or refund nothing, which you technically have every right to do since they refused the package. 

OTOH, they did ask to cancel, albeit being after it shipped, so the right thing to do is the partial.

[missjen831]

---

@tamaralea wrote:

Even if the buyer tried to cancel the order after it shipped?  So if the buyer would have received it, she could then do a return and the seller would have to issue refund for the item and the shipping both ways?

The buyer was trying to save the seller some shipping costs.

---

No the buyer was trying to save themselves some shipping costs! The item isn't SNAD so the seller wouldn't have been required to refund the original shipping cost or pay for return shipping. The buyer held on to the package for 3 weeks and opened it. They were looking out for themselves not the seller when they refused the package. And buyers can never cancel an order on eBay. They can only ask and the seller is never required to oblige. 

[castlemagicmemories]

Even if.  Buyer created situation by ordering wrong size and cancelling after item was shipped.

Seller should not be out shipping and fees because of the buyer's mistake.

[missjen831]

---

@tamaralea wrote:

Buyers can cancel orders for any reason, at any point within 30 days of receiving an item.  Unfortunately, I don't think you can get back any shipping costs.  Go to your orders and select "cancel order".  Be sure and note that the customer requested the cancel.

---

All of this is incorrect. Don't follow this advice.Buyers can never cancel. They can only request to cancel and the seller is never required to honor the request. The buyer refused the package which voided the money back guarantee. The seller is not required to cancel period and since this technically a remorse return eBay policy does NOT require the seller to refund the original shipping cost unless it was free and the seller doesn't have a restocking fee. 

[hidy-hoo]

@tamaralea  Sellers are only obligated to refund shipping costs if a SNAD is opened and since the buyer had not received the package, it wouldn't qualify for a NAD ...remorse returns, which is the case with this buyer, allows refunding the original cost less shipping .  It is unfortunate for the buyer that the seller shipped lickity split before a cancellation could be implemented, but that is the way the cookie crumbles...seller was doing their job and shouldn't be penalized by having to pay for shipping either way when refunding for a remorse return.

[hidy-hoo]

hee hee...gotta be quick when you are answering ~ off to the slow typist corner for me!