Item was returned as undeliverable - what to do?

[nightwing13]

I shipped an item to a buyer (to their verified Paypal address), and the item was noted by USPS as delivered front desk/reception (the recipient address was an apartment).

Four days after I saw the item as delivered, the buyer opened a request saying they never received the item. So I uploaded the tracking number (they had it already anyway) and told them to check with the front desk/reception. 

I then never heard an update from the buyer.

5 more days after that, I find the item has return shipped back to me. It doesn't look like the package has been refused, or at least I don't see any indication of it. Instead there's a white sticker on top of where the original shipping address was saying undeliverable.

To this point, I still haven't heard anything from the buyer.

So how should I proceed now?

Should I proactively post an update on the ebay request? Or should I wait to hear from the buyer? Should I ask eBay to step in? I don't mind giving a refund for the item back to the buyer, but I want to make sure I at least get reimbursed for the shipping fees (it cost me about $40 to ship)

Thanks for any help.

[missjen831]

Call ebay to get the case closed in your favor. The case should have closed when you uploaded the tracking. Once the case is closed, reship at the buyers expense if you are willing to do that or go to paypal and refund the item price only.

[sg51]

In the case, agree to refund.

This will end the case, and get your fees back.

[missjen831]

Op doesn't want to be out the $40 shipping cost though. Also I don't think a cancellation can be processed when there is already a case opened? could be wrong there, I've just seen sellers say they tried to cancel and couldn't because of an open case.

[nightwing13]

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@sg51 wrote:

In the case, agree to refund.

This will end the case, and get your fees back.

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If I agree to refund, will that also refund the shipping costs?

[bubbleman2010]

It will refund the shipping back to the buyer. You'll have your item less the out of pocket you paid for shipping...

[missjen831]

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@nightwing13 wrote:

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@sg51 wrote:

In the case, agree to refund.

This will end the case, and get your fees back.

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If I agree to refund, will that also refund the shipping costs?

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@nightwing13 The buyer will get a FULL refund if you cancel the transaction. That is why I suggested you have ebay close the INR and then issue a partol through paypal. If you refund in full, ebay will credit the FVF though so maybe you do want to cancel? And again, I think that if there is an open case, the cancel feature won't work anyway. 

[nightwing13]

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@missjen316 wrote:

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@nightwing13 wrote:

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@sg51 wrote:

In the case, agree to refund.

This will end the case, and get your fees back.

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If I agree to refund, will that also refund the shipping costs?

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@nightwing13 The buyer will get a FULL refund if you cancel the transaction. That is why I suggested you have ebay close the INR and then issue a partol through paypal. If you refund in full, ebay will credit the FVF though so maybe you do want to cancel? And again, I think that if there is an open case, the cancel feature won't work anyway. 

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Ah got it. In that case I'll do as you suggest and have ebay close the INR. Thanks for the answers!

[sg51]

ebay will never close a case based on a partial refund.

Buyer might, but ebay will not.

The case closes automatically with a full refund.  Playing around here is playing with dynamite.

[missjen831 · Accepted solution]

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@sg51 wrote:

ebay will never close a case based on a partial refund.

Buyer might, but ebay will not.

The case closes automatically with a full refund.  Playing around here is playing with dynamite.

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No one said they would. The case needs to be closed in his favor with no refund to the buyer. The partial refund will be issued AFTER the case is closed in his favor. He was instructed to get the case closed and the issue the refund through paypal 🙂

[nightwing13]

I was able to call eBay to get the case resolved in my favor. Thanks for your help missjen316!