RTS twice due to non collection

[akj543]

Wondering if anyone has encountered this before and can offer some guidance. I sold an item, shipped it, but the buyer never collected the item at their post office so it got returned to me. So I contacted them and offered a refund or repost at their expense. They got back to me and asked me to resend. Well I've just received it back again after another non collection at the post office. Just unsure where I'm supposed to go from here. 

[reallynicestamps]

You owe the customer nothing.

Not even  a refund-- according to eBay's policy.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...
 
This is the part I'm referring to
 
Exclusions and special coverage when the buyer doesn't receive an item


Items collected by a third party on behalf of the buyer

Not covered

The buyer arranged their own shipping method, such as a courier pickup

Not covered

The buyer provided an invalid or incorrect address at checkout

Not covered

 
An ethical seller would refund the payment, less shipping costs, eBay fees, and international payment processing fees.
But it's my belief that eBay will not require any refund.

From a discussion with an eBay "blue" a couple of years back:
 
Hi @femmefan1946! You're correct in that a refused package is on the buyer and not the sellers responsibility to refund. As long as tracking shows the package was refused, then we would side with a seller if the buyer opened an Item Not Received claim. 
 
I agree that I would not withhold all the money, but it is up to the seller if they would like to withhold shipping, refund the buyer entirely, or keep it all. If the seller is okay with refunding the buyer entirely and being out the shipping costs, then they can cancel the transaction using the buyer requested option since in essence, they did by refusing the package. If the seller wants to retain the shipping costs, then they can message the buyer a heads up (not a requirement but a nice thing to do) and then refund them partially through this flow here. 
Velvet,


[reallynicestamps]

Again, you owe the customer nothing.

Cease communication.

[akj543]

Thank you for your reply! That's super useful information.

Really appreciate you taking the time to help me!

[mam98031]

I get these too.  When they still want the item, I let them know that I will send them an invoice through PayPal to cover the reshipping charge and make sure you add in your PayPal fees and ask them to reverify their ship to address.  Once they pay the PayPal invoice you can reship the item to the buyer.

VERY important.  When you go to create your new shipping label, do it through PayPal, NOT Ebay.  You don't want any chance that the original tracking would get over written.  you want those details to stay in Ebay.

[mam98031]

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@reallynicestamps wrote:

Again, you owe the customer nothing.

Cease communication.

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I know some sellers subscribe to the same opinion you have.  I personally do not.  When I have a situation like this and I don't reship the item, I refund the buyer Less original shipping and non refundable fees.  I know Ebay won't force it, but my mindset does.  I have no desire to keep that buyer money but I also want to make sure my costs are covered.

[mam98031]

@go_703253 

I think you may need to go back and read what the OP wrote.  

The item was only returned to them ONCE.

If the buyer does not want to pick up the item at the PO, I don't see the need for the OP to treat this buyer like a baby and give them instructions on how to go to their own local PO.  That would highly likely be taken as Condescending by the buyer and I would not blame them one bit.

The buyer has already said they would like to get the item.  So there is no need to re-confirm this.

[moondogblues]

From a post by the OP...

" They got back to me and asked me to resend. Well I've just received it back again after another non collection at the post office. Just unsure where I'm supposed to go from here. "

So twice.

[mustang707]

I thought it was returned twice. Plus that post by go_703253 looks AI generated.

[jerseyboymusic]

I would have just refunded the buyer the first time it came back less shipping fees. Relisted and allowed them to re-purchase, but that's me

[mam98031]

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@moondogblues wrote:

From a post by the OP...

" They got back to me and asked me to resend. Well I've just received it back again after another non collection at the post office. Just unsure where I'm supposed to go from here. "

So twice.

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My bad, sorry, I did miss that.  Thank you.