Package Returned to Me (Seller) because it failed to Forward (I guess they moved). How to Proceed?

[estate_coin_and_jewelry]

Hi,

 A (not too expensive) 4 oz beauty product travel Size item was just returned to us.  It was sent to an address in California but then USPS for some reason attempted to forward it to a Utah address (They must have moved)  But USPS couldn't forward it and sent it back to us for some reason.  Definitely somehow the fault of the buyer for not using the correct address.

 I've done a lot of research and there's so much different advice on this topic on how to proceed. 

  There is no case open and the buyer hasn't said anything yet. One option is to Initiate a refund for the item only and not the shipping that they paid separately.  That seems very fair to me I'm just worried that I'm setting myself up for bad feedback. 

 I almost rather they open up a case before I do any refunds because I feel like if a case is opened there's more protection to get negative feedback deleted.  

 Would you guys just initiate the partial refund and risk them being angry or would you just hold on to the item for a while and see if they reach out about it?  I would rather not reship this to them unless they're refunded for the item and then they repurchase it again ( Rather than figure out some complicated way to charge them to reship it).

Thanks for the Advice!

[titipeo]

At the very least, send a message to buyer. As for refund, you should refund only the item cost. If this is something that had shipping included, then deduct it. It is not your fault that buyer did not update their address in eBay, after going through their purchase. 

If buyer is interested in item, you can list it again, and notify them of item #. 

[estate_coin_and_jewelry]

Shipping was calculated and charged separately.

If I refund them for the item only and they feel they deserve a full refund, do they have the power to leave a negative feedback (where Ebay won't remove it for me)?

[fab_finds4u]

Message the buyer and explain they need to repay shipping and furnish a good address or you can refund minus the shipping already paid because that money was already spent on shipping.

[albertabrightalberta · Accepted solution]

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@estate_coin_and_jewelry wrote:

Shipping was calculated and charged separately.

If I refund them for the item only and they feel they deserve a full refund, do they have the power to leave a negative feedback (where Ebay won't remove it for me)?

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I believe this would be a case in which ebay would remove the feedback. It's the buyer's responsibility to provide a valid/correct shipping address and you are protected because you shipped to the address you were instructed to ship to in the notice from ebay. 

If the buyer still wants the item, you can relist it and the buyer would need to rebuy and repay with their CORRECT address. 

But for the refund, they should only get the item price back. (And since this would be a partial refund, ebay won't prorate and credit the FVF so if you want to, you could also retain the portion of the fee that would apply to the item price and sales tax on the item.)

[titipeo]

Don't fear a negative. Besides, you can reply back, indicating that "buyer provided address where to ship item, not your fault that buyer did not update the address, for future purchase, double check the address where item is to be shipped to". 

If things go south, you can always go to ebay business in facebook and communicate with their reps what's going on, they will be more helpful. 

[buyselljack2016]

Last one I had similar to that(un-deliverable) I messaged the buyer with photos of what happened. Added them to my BBL,  cancelled as problem with buyer address, and refunded the full payment as a cost of doing business.

[estate_coin_and_jewelry]

Thank you so much! Ok Partial Refund (with no fear!) It is. 🙂

[estate_coin_and_jewelry]

Ok perfect. Thanks for addressing the feedback issue I appreciate it. I will move forward and partially refund without stressing about the Feedback. Thanks for taking the time to help me (and other sellers) on this board!

[estate_coin_and_jewelry]

I refunded them and sent this message:

"Hi,

We recieved this item back. It looks like USPS attempted to Forward it to a Utah Address (maybe you moved recently?) and they could not Forward it so they sent it back to us. See attached photo for more details.

We refunded you for the Item (minus the shipping cost) after doing extensive research on how to handle this situation.

We will relist it again today if you are interested in repurchasing it with the correct mailing address.

Thanks! Enjoy the rest of your weekend."

Thanks again for all the advice!