How to handle an undeliverable item

[tpo.retro]

I recently sold an item and shipped it. The seller contacted me and said it was never delivered; the tracking says "No such number" and is currently on its way back to me. I responded to the seller by showing him a screenshot of the address that I sent it to, and he confirmed that it was correct. He said he got a new mail person in his neighborhood and asked me to resend it. 

This item had free shipping and cost me $10 and the item was sold for $60. Should I charge the seller again to reship the item? Or should I just cancel the sale since this could happen again. I want to make the seller happy of course but I also don't want to keep spending money on shipping for an issue that is out of my hands.

Any advice would be greatly appreciated!

[slippinjimmy]

Take it to a post office and explain, they should reship for free.

Just to be sure, run the address through the USPS checker (zip code lookup) and make sure it is in fact a valid address.

[powell-memorabilia]

I never would have thought of that - fantastic advice.

[tpo.retro]

Update here, the item was marked to be returned to sender but hasn't moved since. The gentlemen handling my case said he cannot even get ahold of the post office the item is at. The buyer started a "item not received" case on the item. I had him go to his local post office and ask for it but they said it isn't there. This is truly a bizarre situation. I asked the USPS agent if he can override the RTS so I can file a claim and he obliged. I contacted eBay and they told me not to issue a refund because the individual started a case and after Thursday, they will have to handle it. 

I feel like if I am able to get refunded, I should issue a refund to the buyer but eBay has said in this case it may be on the buyer even though the address is accurate. 

If something like this happens in the future, would it be best if I contact eBay before opening a case with USPS and trying to help the buyer? From what eBay told me, that should have been on the buyer to investigate himself.

I am confused and am just trying to provide good service and do the right thing, but I don't want to be overstepping any boundaries.

[frodobagginskennedy]

OMG>  DO NOT, I REPEAT, Do NOT allow e bay to step in.  They will handle it by giving the buyer a refund from your account and give you a ding on your account for not handling it.

You need to refund and deal with the situation later.  IF the item is then returned back to you great if it is delivered to the buyer they can repay you.  You will have to do another listing for them to purchase etc.....

[johnrj1226]

Several  sellers have report on this  sight that returns sent back to the send are often like The Slow Boat to China.  Also the buyer could have provided an incorrect ship to address.  Don't refund any thing until you get your item back UNLESS directed by eBay.

[firejake2003]

If your communications with the buyer are within ebay messaging and the buyer did confirm in the messages that the address is correct, then ebay should recognize that this is truly a postal service issue and that both parties are making an effort to resolve, but both of you are "stuck" in recognizing that it's neither of your fault.  If you are in good standing as a seller, it's possible they will refund the buyer and possibly your FVFs at their expense so you can replace the product with the only expense to you being the cost to re-ship it.  I had this happen to me years ago and ebay was very good about it, but not sure how they handle this type of situation now.

It's worth trying to reach out to them and have them review your communications with the buyer.  Best of luck!