eBay

swoftdeals · ‎09-02-2018

I encountered an interesting situation which I believe it's quite unfair to sellers. I shipped an item to a buyer, UPS tried to deliver it multiple times where the receiver was not available to receive the package. Based on the tracking info, "The receiver was not available at the time of the final delivery attempt. / The package will be returned to the sender." Google maps street view shows the place being an apartment in a gated area.

Upon contacting ebay, they said it wasn't my fault as a seller since I did my part in shipping the item and tracking number shows the proof. They advised that I can do a partial refund return via paypal to the buyer, item cost - shipping/handle fee. I followed the instructions and did that.

Buyer opens a case saying that she wants the full refund, not just the amount I refunded. She will never buy from me again etc. I talked to Ebay again regarding what to do in this case. They said that I would need to provide the full refund to the buyer. I can only do partial refund if the buyer agrees, and since the buyer wants the full refund, I would need to give them the full refund. This is what I did. Item is sent back to me which is not a problem, but I lost money on paying for the shipping. And buyer gets full refund.

How is this fair to the sellers? If we, as sellers, completed our responsibilities in shipping the item, it is not our fault that the buyer weren't able to receive the package. So each time this happens, sellers would lose the shipping cost they paid for the order, but buyer does not take any responsibility for not receiving the package? (and let's be honest, shipping cost is not cheap $2.66 - $30+ depending on package. If this happens often, it'll just cut away at the profits and we'll be losing money on shipping).

emerald40 · ‎09-02-2018

What you should hav done once the item was returned to you was refund the entire amount minus shipping.

And if another cs tells you otherwise keep calling until you get one with a clue.

janet9988 · ‎09-02-2018

Did you add the tracking # in response to the claim. Ebay should not make you refund anything since the buyer is responsible for being able receive the item.

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emerald40 · ‎09-02-2018

If an item is returned back to the seller, why would he be entitled to keep the item and the money?

ed8108 · ‎09-02-2018

Appeal the decision, buyer should have the ability to receive delivery of a their purchase, multiple delivery attemps have been undertaken & buyer failed to undertake to pick up the package from the carrier. Effectively buyer refused to accept the package.

pjcdn2005 · ‎09-02-2018

@emerald40 wrote:
What you should hav done once the item was returned to you was refund the entire amount minus shipping.

And if another cs tells you otherwise keep calling until you get one with a clue.

From the op:

They advised that I can do a partial refund return via paypal to the buyer, item cost - shipping/handle fee. I followed the instructions and did that.

keziak · ‎09-02-2018

@janet9988 wrote:
Did you add the tracking # in response to the claim. Ebay should not make you refund anything since the buyer is responsible for being able receive the item.

Amazon doesn't care what tracking says, if the buyer says they didn't get the item it's full refund plus shipping. And since ebay wants to be Amazon...

missjen831 · ‎09-02-2018

@keziak wrote:
@janet9988 wrote:
Did you add the tracking # in response to the claim. Ebay should not make you refund anything since the buyer is responsible for being able receive the item.
Amazon doesn't care what tracking says, if the buyer says they didn't get the item it's full refund plus shipping. And since ebay wants to be Amazon...

Amazon is totally irrelevant here. eBay does not copy amazons policy when it comes to this.

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biwhi-8158 · ‎09-02-2018

@janet9988 wrote:
Did you add the tracking # in response to the claim. Ebay should not make you refund anything since the buyer is responsible for being able receive the item.

That is plain wrong. The seller has the item back. You don't get to keep the money and the item

jason_incognito · ‎09-02-2018

@emerald40 wrote:
If an item is returned back to the seller, why would he be entitled to keep the item and the money?

item sells for $30 plus $10 shipping.

buyer takes the $10 and gives it to the USPS for shipping.

item gets returned. Seller has the $30 item, but they don't get the $10 for shipping back.

buyer wants their $40 back so seller gives them the $30 for the item and then has to reach into their own pocket to refund the shipping that they did not, and cannot get back.

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carlmarxx · ‎09-02-2018

@jason_incognito wrote:

@emerald40 wrote:
If an item is returned back to the seller, why would he be entitled to keep the item and the money?
item sells for $30 plus $10 shipping.

buyer takes the $10 and gives it to the USPS for shipping.

item gets returned. Seller has the $30 item, but they don't get the $10 for shipping back.

buyer wants their $40 back so seller gives them the $30 for the item and then has to reach into their own pocket to refund the shipping that they did not, and cannot get back.

First thing is buyer doesn't get full refund ! Since they knew the UPS tried to deliver the item and left the Notice on the door! Since seller got it back UPS charged shipper return shipping cost . The buyer owes return to seller. If buyer once it then they will have to pay for return to them and their seller. . If not then buyer should refunded for $20

time.server · ‎09-02-2018

eBay mis-handled the case in my opinion.

This is a case of a delivery being refused. That nullifies the eBay Money Back Guarantee as it is a listed exception.

The case should have closed in your favor (and any adverse feedback removed or blocked) and you would then have been able to stick to giving a partial refund of the amount paid less ebay and shipping fees.

It is possible that the buyer might file a CC recharge if you have the goods and some or all of their money so I would try and make the settlement amicable and don't get into blaming them, as that re-charge decision may go against you - however unfair that seems.

Next time when they open a case immediately CALL eBay and when you get through to someone who is empowered to adjudicate the case (not usually the first person you talk to) make sure that they understand that this is a "refused delivery" and that they agree that it should be in your favor before you ask them to make a decision. After that just try and settle the matter rather than hold out for the last dime. You might lose a few dollars due to the buyer not making adequate delivery arrangements. It happens. And it isn't worth the aggravation of going to war with the buyer over the costs of that.

secretsquirrelisnowhere · ‎09-02-2018

Why didn't your agent, UPS, leave the package at the house as is usual? Buyers shouldn't have to sign for a package

muttlymob · ‎09-02-2018

@secretsquirrelisnowhere wrote:
Why didn't your agent, UPS, leave the package at the house as is usual? Buyers shouldn't have to sign for a package

From the OP:

"Google maps street view shows the place being an apartment in a gated area."

springs_2013 · ‎09-03-2018

@secretsquirrelisnowhere wrote:
Why didn't your agent, UPS, leave the package at the house as is usual? Buyers shouldn't have to sign for a package

Because according to the op, he/she googled it and the address location is in a gated community, so the USP driver might not have been able to get in.