Package Return

[ensemble_emporium]

Hello, I sold an item and shipped it to the customer.  The package was delivered to the address provided and the tracking system verifies that information.  However, I just received the package back from the post officer with no note and the customer did not ask for a return/refund.  I immediately reached out to the customer and explained what happened and asked the customer to verify the address so I may send it out again.  I have asked the customer several times for the information and have not heard back.  The customer does want the item purchased.  How should I handle this situation?

[dariudaudery_0 · Accepted solution]

Do nothing else, just wait for response and depending on reply (if you get one) figure out what to do next.

[vintagecraze50]

The only way that could have happened is if they refused the package or let it sit for several weeks where it was returned to sender. If they do not reply at all for a bit refund the purchase. Also, If they want it again charge for the additional postage. People need to pick up their packages and be responsible.

[vintagecraze50]

Forgot to tell you—DO NOT JUST RESEND THAT PACKAGE without relisting it again and selling it with a different tracking number if they want it again. 

[dhbookds]

The customer does want the item purchased

On what do you base that?  Sounds like you've never heard from the customer?

As others have said.......don't do anything else and let them contact you.......or start a case and then just refund it, less the original shipping if you can. 

[1tuna]

sales like this can end up going south.its easy to get an additude when the buyer finds out you want more money to re ship...the buyer will try to blame you for the snafu with the address or act like they did nothing wrong..............its not often a buyer will poney up more money and admit a mistake

good luck with the sale

[ensemble_emporium]

Thank you.  I will again reach out to the buyer.

[ensemble_emporium]

It was not a "Return to Sender."  Someone actually opened the package, wrapped it in duct tape and hand wrote my address on it.  It was a bit strange because like I mentioned before, the buyer wants the item and did not ask for a refund/return.

[ensemble_emporium]

They responded one time only.  

I requested after that message a confirmation on their address and that is when they ghosted me.

[nish-complex]

Wait your buyer Response..

[vintage-camerastuff]

Maybe the buyer passed away and the package was returned by a relative.   The family may not want to hear from you and they don't care about the refund.   Just leave them alone.

[star.fighter]

i understand the ghosting re address normally... but if you already have their address and they don't want to cooperate, then there's something else amiss.  you cannot know the buyer does want it if it came back.  the buyer may be a kid or a spouse who didn't want the rest of the family to know about the purchase, but someone found out and shipped it back.  it may also be that the buyer doesn't want to admit they don't want it after all.

NO MATTER WHAT... do NOT re-send without full communication with the buyer.  as far as ebay is concerned, it was delivered.  ebay's systems and personnel will react to this situation accordingly.