customer used forwarding address

[zrzbeautysupplies]

Dear fellows, need help how any seller solve this problem if happen to them any advise.

We send package to the customer on address that looks a forwarding company.

thats meen customer live abroad phone number is looks in parou 98225282---

Today we get massage from the customer (next time use a decent perfume wrapper, how much can it cost 1 dollar more? , everything came sticky and I could not give and I can not return, total loss of time, NEGATIVE rating.) please note that parfum is in cellophane and we pack very care fully with first fold in new paper and  bubbal wrap and always use new corgated mailer box. she  is very fast to gave nagative feed back befor even she contact us. the picture she send us that is totaly different what I send to her there is blue tape on the perfume box selophane is teared there is a label with blue tape which was not mine definaitly tempered. I emailed with detail to the cutomer send 3 pictures took when packing and ask if she get a broken or damage package it could happen. Please return the item for full refund include return shipping. thanks for advise

[this*old*attic]

Using a forwarder invalidates any claims, but I’m not sure how you’d prove that. You’re only responsible for the first shipping. The forwarder is supposed to catch any problems at that point before re-shipping.

[fashunu4eeuh]

When an item is forwarded to a second address, eBay’s Money Back Guarantee is voided. She cannot collect a refund from you and should take up her shipping damage problem with the forwarding company. It sounds like they repackaged it for an overseas journey. You are not responsible for the damage, the freight forwarder is. Below is a link to the Money Back Guarantee. 

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

[fab_finds4u]

Perfume is not allowed in the USPS International mail.  You're only supposed to mail it surface mail (Standard Post or Parcel Select) when you mail it domestically because it is  flammable. The cologne needs to be double boxed and have ORM-D surface mail only written on the address side of the package.  You offer free First Class shipping on your perfume and cologne which is not allowed unless  you're filling out the extra paperwork you need to ship hazardous items, like a dangerous goods declaration. 

[myboardid]

Sounds like the forwarding company re-packed it.  You need to provide a return label, but only from the forwarding company to you.  The buyer has to get it back to the forwarding company.  Most of the time buyers won't go through the hassle, but if they do return it all the way back to you, you must refund their money.  They have a time limit of 35 business days to get it back to you, which is seven weeks.  This is a long time, eBay extended the time limit because of the pandemic. 

[zrzbeautysupplies]

Thanks, Maybe I did't explain well. I send package to miami fl, But the address was the forwarding company. then they ship from there some where els who knows where. From the picture she send I saw a diffrent lable. Yes we pack carefully almost 10 years never have problem,
sorry this morning i did't find the thread.

[zrzbeautysupplies]

Thanks, For your advise. Customer did not ask for return request. then how i create the return lable any tool on ebay otherwise? In the first email we ask please return the item for full refund include return shipping fees. what happend if she don't want to return.

[zrzbeautysupplies]

Thanks. We pack care fully never had a problem. We shipped this order May 30. June 3, 2020, tracking shows No Access to Delivery Location. june 6 we send email to the customer please there is no access for delivery pickup from post office. then Google the address found that is forwarding company. anyway we send 3 emails very politly and say sorry that we send every thing perfact something happen in transit. no responce so far

[myboardid]

So your buyer does NOT want to return the item and has already left you negative feedback.  You can offer a refund and explain that you didn't package the item like that, and that the forwarding company must have re-wrapped it.  You can ask her to change the feedback after you refund, but you cannot force her to change it, she can choose not to do so.  I suspect she would refuse to make the change.  On the other hand, you can simply respond to the negative that the forwarding company evidently repackaged your shipment poorly and you are sorry it arrived damaged.  I would do the latter, as feedback really doesn't make any difference in selling as long as it is handled carefully.   

[zrzbeautysupplies]

Thanks,
Very well like to write the responce as you said. We clearly send massage explain everything offer for full refund send picturs that made when packing. but customer is unresponsive.
Thanks for your and other fellows time. Please stay safe