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.

[brightlightbookseller]

Actually, correction, this should not be cancelled. An item that has been shipped should not be marked as cancelled for a variety of reasons, one being that doing it that way doesn't allow you to deduct from the refund.  Instead, just choose "Send Refund" and choose from the options there, which will allow a partial refund.

[vintage-camerastuff]

My cat would love to meet your mouse.

[albertabrightalberta]

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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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??? You said it shows as undeliverable.

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@zadideja wrote:

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.

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Tracking showing returned as undeliverable is what's needed in the event the buyer files for non-receipt. 

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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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You shouldn't be cancelling the order. You should be refunding. 

Go to the order and click on dropdown and if you scroll down from "cancel," you'll see the "refund" option. 

When you refund, the FVF on the refunded amount will be prorated and credited back to you. You can edit the refund amount.

[12345jamesstamps]

I get returns.

If buyer contacts me I will do the right thing...Still waiting for that very 'first buyer' to contact me.

Would I re-mail something again...I did once where USPS did a 'did not recognize country' and I did not have to add any postage...I re-sended it with the same stamp handing it to a clerk at the post office...LOL.

Refunding a buyer if a buyer is no longer a registered user..guess that money goes toward the eBay Christmas Party...LOL

[duffy4444]

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@brightlightbookseller wrote:

Actually, correction, this should not be cancelled. An item that has been shipped should not be marked as cancelled for a variety of reasons, one being that doing it that way doesn't allow you to deduct from the refund.  Instead, just choose "Send Refund" and choose from the options there, which will allow a partial refund.

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@brightlightbookseller:

   I stand corrected... I replied as though the item wasn't sent yet. Of course the answer after the item is sent is to simply refund, not cancel... my bad...

Cheers, uffy

[modulok!]

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@vintage-camerastuff wrote:

My cat would love to meet your mouse.

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If this is your cat for real...your cat looks EXACTLY like my cat, his name was Mr. Peepers.  He died from cancer when he was 13 years old...I miss him dearly.

[femmefan1946]

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Cancel as Undeliverable.

"Problem with address."

You don't owe the disappearing buyer a penny. Not even the second or third shipment.

Many sellers when there has been an error will refund the original selling price LESS any costs like return shipping, new shipping costs, or assorted fees (insurance etc).

But eBay does not require it.

[zadideja]

When I go to cancel, it tells me the address is valid and offers a full refund, which I cannot change the amount for. The amount I owe for the refund is more than what I was paid out by eBay (I have already received the funds into my bank account). Others are saying to not cancel and to only refund if it has already been shipped, I’m not sure which is correct?

[albertabrightalberta]

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@zadideja wrote:

When I go to cancel, it tells me the address is valid and offers a full refund, which I cannot change the amount for. The amount I owe for the refund is more than what I was paid out by eBay (I have already received the funds into my bank account). Others are saying to not cancel and to only refund if it has already been shipped, I’m not sure which is correct?

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That's because you can't cancel -- you need to issue a refund. You're choosing the wrong option.

See my post  18 above. It shows the "issue refund" option. From that page, you can issue the amount of the refund you want to give back to the buyer. Be sure to deduct any of your costs -- original shipping, non-reimbursed fees, etc. 

[johnrj1226]

You  said "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......"

Seriously doubt that the USPS keeps up to date records of all the people's name at any given address.  They and other  carriers including Amazon have a hard enough time delivering to the  correct address at times.

[vintage-camerastuff]

My cat passed away a couple of years ago.    He was supper sweet.   His name was **bleep** Cat.  AKA Blondie and Pumpkin also Punk.  People in the neighbor had different names for him since he was an indoor/outdoor c

at.