Package returned twice as undeliverable, buyer not responsive

[zadideja]

I've shipped an order twice to a valid address and it has returned twice as undeliverable, addressee unknown. I've even called the post office in the town the order was sent to, and they said they don't recognize the name on the package so they are returning it as suspicious. I cannot get ahold of the buyer to confirm anything or to have her contact the post office. Calling customer support, they said I can cancel the order, but then I owe the buyer MORE than what I was paid, that doesn't seem right (I have to refund the commission out of my own funds and all of that). I don't know what the correct course of action is, so that ebay can recognize it was undeliverable and I've tried everything I can to rectify it.

[vintage-camerastuff]

You have been paid.  The package has been returned twice and the buyer has not responded to your emails.  I would do like the old Beatles song  "Let It Be"

[dryophelia]

@zadideja 

Once it is delivered to the address they provide, you are done. 

Wait for the buyer to contact you.

Stop trying to contact them. Do not send it  a second (third) time unless they pay for shipping to the correct address. 

[albertabrightalberta]

Per ebay policy, as the seller of an item that was RTS (returned to sender) as undeliverable, you are't obligated to issue a refund at all but IMO, it's not the ethical thing to do to keep the money and the item.

What I would do and what's usually suggested is to issue a refund of the purchase price, deducting original shipping as well as other non-recoverable fees. You can make yourself whole.

[zadideja]

How is it recorded in ebay as nondeliverable? The order still says "out for delivery, estimated delivery date November 4th." I agree with not keeping the money and the item, I am just not sure how to cover my butt.

[a_c_green]

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@zadideja wrote:

How is it recorded in ebay as nondeliverable? The order still says "out for delivery, estimated delivery date November 4th." I agree with not keeping the money and the item, I am just not sure how to cover my butt.

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First of all, what does the tracking for it show on USPS.com? eBay is sometimes slow to update their own copy of the tracking reported by USPS, so see if USPS has a more detailed tracking history for you, especially any indication that the package came back to you as Undeliverable.

There's certainly no need to try sending it a third time. I would give it a few more days to let the dust settle and see if there is any change in standing (as seen on eBay), or if the buyer wakes up and gets back to you at last.

[duffy4444]

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@zadideja wrote:

I've shipped an order twice to a valid address and it has returned twice as undeliverable, addressee unknown. I've even called the post office in the town the order was sent to, and they said they don't recognize the name on the package so they are returning it as suspicious. I cannot get ahold of the buyer to confirm anything or to have her contact the post office. Calling customer support, they said I can cancel the order, but then I owe the buyer MORE than what I was paid, that doesn't seem right (I have to refund the commission out of my own funds and all of that). I don't know what the correct course of action is, so that ebay can recognize it was undeliverable and I've tried everything I can to rectify it.

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@zadideja:

    You NEVER owe the buyer more than what was paid. If you had talked to a supposed eBay CS representative over the phone and they told you that, they more often than not give worthless advice or answers. They are usually contractors who will tell you anything just to get you off the phone as soon as possible. NEVER trust a CS telephone representative to give accurate advice.

    The correct advice is what you've been given so far from seasoned sellers on this forum. So kudos for coming here with your situation.

    Cancel the order with "problem with buyer's address" as the reason, and ethically  refund the buyer their payment LESS any shipping/handling costs. Then relist the item.

Cheers, Duffy

[marnotom!]

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@dryophelia wrote:

If it is delivered to the address they provide, you are done. 

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And in this case the item hasn’t been delivered to the address the buyer has provided, so I’m not sure what you’re trying to say here.

[caldreamer]

Customer Service give you bad advice...you cannot "cancel order" because it has already been shipped.  What you should do is give customer a refund (minus postage that was spent from shipping the 2nd time).   I assume that customer paid for 1st time item was shipped.

[broto_64]

I do not ship a second time if an item is returned.

One might issue a partial refund for the cost of the item minus the shipping.
Then I wait for the buyer to contact me.

[zadideja]

When going to USPS with the tracking number, I can see it being returned to sender as undeliverable. I'll sit tight a bit and see if ebay updates.

[zadideja]

When I cancel due to problem with buyer's address, it says the address is valid, and the refund amount is $70 and some change, which is what the buyer paid (I am not able to change that amount). However, I was only paid $57 by ebay after ebays commission were removed, I don't know how to refund without having to pay out of my own pocket the commission ebay took out from what I was paid. The order is marked as "Complete." I do see where I can refund without canceling, and I can manually type in an amount, but the same thing - it would only be a partial refund.

[zadideja]

Do I refund what I was paid? I have already had the funds hit my account, but they are not what the seller paid because of the ebay commission it took out. If I refund a completed order, it is telling me that I will owe them $70, while I was paid $57 - I don't love that to refund, I will be losing more money than what I received for the order. Is that what you mean by a partial refund, just pay them back what I was paid by ebay?

[zadideja]

Yes they paid the first time and I was not charged to ship a second time. Do I refund what I was paid by ebay? I have already had the funds hit my account, but they are not what the seller paid because of the ebay commission it took out. If I refund a completed order, it is telling me that I will owe the buyer $70, while I was paid $57 - I don't love that to refund, I will be losing more money than what I received for the order.

[slippinjimmy]

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@zadideja wrote:

When I cancel due to problem with buyer's address, it says the address is valid, and the refund amount is $70 and some change, which is what the buyer paid (I am not able to change that amount). However, I was only paid $57 by ebay after ebays commission were removed, I don't know how to refund without having to pay out of my own pocket the commission ebay took out from what I was paid. The order is marked as "Complete." I do see where I can refund without canceling, and I can manually type in an amount, but the same thing - it would only be a partial refund.

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When you do a full refund eBay uses the fees you paid as part of the refund.

Example

Buyer paid $100 (taxes are not relevant*)

eBay deducted fee and paid you $85

When you do a full refund you will have to cover the $85, eBay will use the fee refund to cover the $15

If you do a partial refund, eBay will partially refund the fees (but nothing from the fixed transaction fee).

The only time eBay keeps the fees is if a case is opened and you leave it up to eBay to decide the case. In that situation you lose ALL fees paid.

* On any refund eBay will return any taxes paid by the buyer (prorated on  a less than 100% refund).