Buyer requested return and refused delivery

[w5sozuz_84]

Hello,

A buyer bought an item from me. I offered free priority usps shipping. While the item was in transit to the buyer, the buyer requested a return with the reason of "changed my mind". eBay auto accepted the return and is currently in "progress". The buyer refused delivery from usps and the item is on it way back to me. I have not yet received it.

My question is, I think the eBay return system automatically created a return label for the buyer as the status of the return progress is waiting to be shipped. The buyer has two more days to ship the item according to the return system. Since they refused delivery, what will happen to the ebay return process since they can't use return label?

My second question is, since shipping was free for the buyer, do I need to return the full purchase price or do I keep what I paid to ship? I can see that keeping the cost of shipping would probably result in negative feedback. So I anticipate I just have to eat the cost, but I wanted to check what is correct first.

[pjcdn2005]

You can't deduct shipping from a buyer's remorse return if the original shipping was 'free'. When shipping was paid for by the buyer, there is an option to refund just the item amount.

[w5sozuz_84]

Thanks pjcdn2005. Any idea on my first question?

Also, Paypal has the fund on hold. I assume that they will be released when the return is complete. I just don't know how it will be completed when the buyer refused deliver and didn't use the return label.

[purple-rain-store]

I would think once you get that item back and verify it's the correct item you'd sent and in the same condition, within that return window you can choose to refund the buyer in full even though they didn't use the "return label." You should also not see a charge for the "return label," as well as buyer most likely won't be using that label since they refused delivery and item is supposed to be en route back to you. 

[w5sozuz_84]

Hi purple*rain*gift*shop, I highly doubt the item will make it back to me within the return window. If it doesn't make it back within the remaining two day window, will ebay open a claim automatically or how will it be handled by ebay and paypal? The buyer has not yet left feedback and it seems there are many variables that are out of my control that could result in receiving negative feedback.

[purple-rain-store]

if there is a label that buyers is required to use , which I'm guessing there is, since you said ebay automatically approved. With ebay giving buyers multiple days to use this label you should be good.  Not sure what you are referring to with 'within return window," as it's already been approved by ebay, hence a label should have generated. You should see "waiting for buyer to ship," that is really going to give you plenty of time to get the item back , inspect and issue full refund thru the return and return will get closed. Ebay should also protect you from negative feedback as well, given buyer "refused delivery," as long as you follow thru with giving the full refund once you get the refused delivery item back to you. Not sure if within that same tracking where it state's Refused delivery if it will show additional tracking as it's making it's way back to you or not. Been awhile since I've had that happen & can't remember how that all went down. I do know since it was like your's "priority mail, it got back to me within the standard "Priority Mail, " shipment time frame, at least 3 days I think it took to get back to me from the time I noticed "refused delivery."   

[purple-rain-store]

I'd block this buyer as well. Technically they took advantage of the return policies and are now going to cost you money. No sale = no profit, plus you have to refund them everything since you were kind enough to offer them free shipping, that you know are going to have to eat when you get the item back due to them "refusing delivery." Plus if the payment was thru paypal and not ebay's Managed payments you are also out all the fee's Paypal charged to handle that money as well. You won't get those Paypal fee's back upon refunding the buyer. Plus I also think because of the way they done this you might not get back your final value fee's thru ebay either. You might have to hit Ebay for business up on FB if that ends up being the case. I'd at least hit them up if after refunding you notice thru seller hub under fee's that you didn't get a FFV fee's credit on this transaction. Because ebay should at least make that right with you, since the buyer abused the returns process, opening up a return while at the same time "refusing delivery," they should not have even opened up a return if they were "refusing delivery."   

[inhawaii]

This has happened to me once before.

I believe ebay will use the original tracking number as proof of the return. It should track back to you. 

Since the customer never really received it, you should get it back in the same condition.

You should be refunded for the return shipping label that was never used. 

As for the return timeline, i'm not sure how that works.

Good luck!

[pjcdn2005]

The return process should stay open, it won't automatically close because the return label wasn't used.  The process used to stay open for about 30 days if tracking didn't show that the item had been returned.  I'm not sure how it will work in this case but nothing is going to happen immediately.

[femmefan1946]

@purple-rain-store 

if there is a label that buyers is required to use , which I'm guessing there is, since you said ebay automatically approved.

I was recently told, in a thread, by an eBay employee, that the customer is not required to use the supplied shipping label. He can use his own label. How this is considered when he is using the seller's original label I don't know.

OTOH, when a parcel is Refused, it has been my understanding that the transaction is automatically ended and that the seller owes the customer nothing. Apparently I am wrong about that too.

The problem with a Refused parcel is that these are a low priority for processing by the USPS. So the seller may not see the refused item for a couple of months.

Which of the eBay employees is a shipping specialist?

[pjcdn2005]

No, you're not wrong. A refused parcel can make the buyer ineligible for the MBG but if the seller receives the item back,  they should refund imo.   Paypal doesn't have the same rule so if the seller had customer service close the claim on ebay and they opened a PP claim, the seller would have to refund anyway.

 There may be a way to close the return and then refund through PP less than cost of shipping and fees but I don't know how well that would work as there is tracking showing that the item is on their way back to the seller. 

[mam98031]

---

@w5sozuz_84 wrote:

Hello,

A buyer bought an item from me. I offered free priority usps shipping. While the item was in transit to the buyer, the buyer requested a return with the reason of "changed my mind". eBay auto accepted the return and is currently in "progress". The buyer refused delivery from usps and the item is on it way back to me. I have not yet received it.

My question is, I think the eBay return system automatically created a return label for the buyer as the status of the return progress is waiting to be shipped. The buyer has two more days to ship the item according to the return system. Since they refused delivery, what will happen to the ebay return process since they can't use return label?

My second question is, since shipping was free for the buyer, do I need to return the full purchase price or do I keep what I paid to ship? I can see that keeping the cost of shipping would probably result in negative feedback. So I anticipate I just have to eat the cost, but I wanted to check what is correct first.

---

I know if it were my buyer that did this, I would refund them in full once I got the item back in the same condition it was when it was sent and just be done with them.  It isn't worth dragging this out and potentially creating a conflict between myself and the buyer.

As to your shipping label that was issues.  That will eventually be refunded to you in a few weeks.  Once the carrier is sure it isn't going to be used.  So you will get that money back.

Now where this gets curious and I don't have an answer for you is for these reasons.  When a buyer refuses delivery, under the rules of Ebay that is the same as if they received the package.  But the tracking that Ebay sees, does show it was refused, so Ebay knows the item is not in the possession of the seller.  Well not yet, not until it is actually returned.

So by them refusing the delivery, they saved you the cost of the return shipping.  

When you refund, the money will come from the money that PP is holding for this transaction.

Now if your item is damaged in any way once you get it back, come back here and tell us about it before you refund your buyer.

[purple-rain-store]

"So by them refusing the delivery, they saved you the cost of the return shipping.  "

Except buyer opened return "changed my mind," they only saved themselves having to pay the return shipping in this case. Now had they not refused the delivery & opened a INAD then yes seller would have been saving themselves money on return shipping or if they are offering free returns when a buyer "refuses delivery." The only person in this scenario that is benefiting in this situation is the buyer. Also I've seen Ebay Reps. on Ebay for Business Facebook page even instruct buyers to request this sort of thing. When I called them out on how the seller then loses out on having to refund the buyer the all their money, initial shipping, Ebay's Reps.then went silent. All out in public on their page for public view, not in a PM.    

[dede394]

When a buyer refuses delivery @w5sozuz_84, or tracking shows Returned to sender, Address unknown, Notice left, etc., eBay considers the item to be the same as delivered to the buyer's address.

eBay Customer Support has reviewed the case and made a final decision. We've considered the case carefully and decided not to issue you a refund. We're sorry this didn't work out.
Decision:
This case has been decided in the seller's favor.

Comments:
We received tracking information from the seller that shows the item was delivered to your address.

But for your return request, even as the refused delivery is on its way back, wait 5 business from automatically accepting the return, then call eBay the next day and stay on the phone to have the case closed in your favor. THIS IS TO BLOCK/REMOVE FEEDBACK.

Then, when the item arrives back, you may refund your buyer.

[ten_o_nine]

If return label was issued by you or ebay, buyer must use that before ebay marks the return as shipped and the return window will still be open. When you receive the item, issue a full refund and close the case.