Item not collected then lost in return transit. What do I do

[joelpi2]

Hello,

I sold an item for approx $200 in April, 2021 and shipped it from Australia to a customer in Milan, Italy. The item arrived in May, 2021. The customer claims to have been away on a business trip when the item arrived and did not collect it from the post office. The post office waited for about 2 weeks and began the process of sending it back to me. This has proceeded very slowly but the item arrived back in Australia in early August. Since then, it has been stuck at the same postal facility for 2 week and I am a little concerned that it may have gone missing ( I realise that the item may eventually still be delivered).

The customer recently contacted me about this item. My question is, if the item truly has been lost in return transit, am I expected to provide the buyer with a refund? I am reluctant to do this since I feel like this is the customers fault to some degree for not arranging for the item to be collected.

[gjs_16]

Maybe see if you can open a missing mail / package report with your Postal Service (through the website in Australia), and consider refunding once you get the item back?

[fab_finds4u]

If tracking shows it made it to the buyer's PO but the buyer didn't pick it up that's the same as refusing delivery. In that situation they lose MBG.  If delivery was refused because postage was due then they're covered.

[m60driver]

I can't speak directly regarding Ebay's rules in Oz, but if the customer did not pick up the item there is longer a MBG.  However, I would refund less all incurred costs including shipping.  The buyer was not responsible for the package getting lost by the postal service so the cost of the item less fees should not be on their shoulders.

[fab_finds4u]

You really think the seller should refund less shipping on a package  a buyer refused to pick up? OH. HELL NO!  That's the buyer's fault. If the seller gets it back then they should refund as it wouldn't be right to have the package and their money but the OP says it's stuck and could be lost. They don't have the package. They should not refund unless they get it back.

[pjcdn2005]

The buyer may not be responsible for the item being lost but if they had picked it up or made arrangements to have it picked up, the package wouldn't have been on its way back at all.  If I were the seller I wouldn't refund until I got the item back and then I would likely refund less fees and shipping.

[jhr-4800]

Wait for item to be deliver to you, before you issue a refund.  At this time with the virus, packages are taking longer to be deliver.  

[gabrielfortis]

For International sells I use ONLY Global Shipping (From ebay) and no problems at all. Is expensive but the buyer is the one that pays.

[48hrs-clothing]

Noted that eBay is not an option for you or buyer as sale was nearly 4 months ago.

I would file a claim for package lost in transit as response of your postal service provider may determine how you proceed.

If item is lost in transit and you are unable to claim from postal service provider then you could take the view that your buyer was negligent and loss is his. There is a down side to this as buyer could file an INR case with his credit card and they simply require a delivery confirmation to buyer's address and they do not consider any other events .

If your postal service provider accepts your claim for item lost in transit or your item is returned to you then you should issue a refund to buyer  for item price minus postage, minus eBay's final value fees, minus international charges.

I would explain this to buyer and on his acceptance issue a refund for the agreed amount.

It is important to remember that refund should be issued only after your postal service provider has accepted liability and have agreed the amounts in writing or after you receive the item back.

It is important for you to keep communicating with your buyer advising of steps that you are taking.

Hope all gets resolved to your satisfaction.

[downunder-61]

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@m60driver wrote:

I can't speak directly regarding Ebay's rules in Oz, but if the customer did not pick up the item there is longer a MBG.  However, I would refund less all incurred costs including shipping.  The buyer was not responsible for the package getting lost by the postal service so the cost of the item less fees should not be on their shoulders.

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Same rules apply in Aus - but disagree that the buyer should receive recompense.

[downunder-61]

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@gabrielfortis wrote:

For International sells I use ONLY Global Shipping (From ebay) and no problems at all. Is expensive but the buyer is the one that pays.

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We don't have GSP in Australia, only available in USA and UK as far as I know (not sure about Canada)

[cellguy215]

This is 100% the customers fault for not collecting the item. Has nothing to do with you. When/if you get the item back (as a favor) you should contact him and ask him how/if he wants you to ship it back to him. But other than that, this isn't your problem. 

If you really want to provide excellent customer service and go above and beyond, offer to split the shipping with him when you send it back. 

[postingid7659]

I would tell the buyer they're welcome to pay you for shipping again when the item returns to you.  

The idea is to push that window out as far as you can so they can't initiate a chargeback. 

[joelpi2]

Thanks to everyone who replied to this topic. The item never did arrive unfortunately.