I had a customer by multiple items two times close together they both shipped out seperately and both came back return to sender from USPS undeliverable. So I have contacted the buyer multiple times no response. not sure what to do? And if they do respond with correct address how do I get reimbursed back for shipping a second time for both items? what to do ?
I would cancel the orders, & refund. You'll have to eat the shipping cost.
Ebay does not require a seller to refund shipping costs if the item is returned as either undeliverable or the item was not picked up at the post office, assuming the item was shipped to the address of record with Ebay. The seller should refund less all costs including shipping and any fees.
You have a few options @hauling4u. You should decide which route you'll be taking and communicate with the buyer, but wait until the item is returned (and delivered) to you before you take any of the following actions.
You can refund the buyer the item cost minus original shipping and minus a portion of your eBay fees (fee credits are prorated on a partial refund so you won't get back fees on the shipping amount you withhold). Go to your orders page, find the transaction and select "send refund." On the next page enter the amount. After that, relist the item and if you still want to work with this buyer you can tell them to repurchase it with the correct name/address.
Have the buyer sort out their address issue then pay for re-shipping. Send them an invoice through PayPal or give them your PayPal e-mail. This is post-sale so it's OK to exchange e-mail addresses. It's also OK to ship to a different address because it's technically not tied to the original transaction. You would not purchase the shipping label through eBay or upload tracking to the transaction. You would purchase it from an alternate site like pirateship.com or paypal.com/shipnow and you can send the buyer the new tracking # through e-mail or eBay messages.
You can cancel the transaction "problem with address" which will trigger a full refund to the buyer and your FVF would be credited.
You can do nothing. The buyer's MBG protection is voided when there's a package delivery attempt. I don't recommend this because even though you'll win an INR (item not received) claim on eBay, there's nothing stopping that buyer from going to their credit card to file a dispute which would grant them a full refund from your account. I also think that handling it before it gets to this stage with a partial refund is the "right" thing to do if you're not going to make reshipping arrangements.
can I just send another item to my customer from my supplier instead of issuing a refund , that's what my customer wants me to do ? My customer has emailed me via eBay messaging system another address , Is that ok ???????
