How to Cancel Item but Keep Shipping?

[rtaco2]

I have a question that may not be obvious.

The situation is that I sold an item (on my seller account).  I shipped it out, and then a few days later, the PO brought it back with a note on the package that it was an "undeliverable address."  After contacting the buyer to ask for clarification, he said that mail delivery had ceased to his apartment complex due to the COVID issue, and that it had been this way for some time.

We have gone back and forth about solutions, and the bottom line is that I now need to cancel the transaction.  One of EBay's reasons for cancellation in the drop-down menu is "something wrong with the address," so that is no issue.  However, it appears EBay will then ask me to refund the entire amount, including shipping.  As he was aware that mail could not be delivered to his address and made no effort to correct it, I see no reason that I should have to refund shipping I already legitimately paid.

He seems amenable to this, so it isn't an issue of me fighting the buyer.  I just need to know if anyone knows a way to cancel a sale without having to refund the shipping?

[nc-daydreamer]

I have never known this to be possible. 

Likewise, I have never heard of the post office refusing to deliver via any circumstance.

Have you Googled the address? Is it really an apartment building or is it a business which might be closed, like a restaurant or barber shop for example. have you verified the story by calling the post office of the recipient's address? (Just Google POST OFFICE ZIP CODE (enter the zip number - not the words zip code) to get their local phone number.  Also trace the package (you did send with tracking right?)

Has it been delivered or is it in route back to you? If showing as DELIVERED, I'd do nothing more as you are protected from an INR case and not required to cancel after item is shipped - just upload the tracking number.  if you did not track it, you may be doomed to  make whole refund and they can keep the item free as there is no onlne proof. Keep in mind though, they can file a case claiming damage.

Now that the phone centers' seem to be coming back open, try calling in with the information of the research results and ask the rep about it. Then come post again with what was told to you so you can get some clarification about it if needed.

Good luck.

[reda3615]

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@rtaco2 wrote:

I shipped it out, and then a few days later, the PO brought it back with a note on the package that it was an "undeliverable address."

As he was aware that mail could not be delivered to his address and made no effort to correct it, I see no reason that I should have to refund shipping I already legitimately paid.

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Do nothing and stop talking to the buyer if tracking says Undeliverable or No such address or Returned to sender, etc.

Then, if the buyer starts an Item Not Received case, upload tracking and Ask eBay to step in as soon as possible. eBay considers Unable to deliver, etc. to be delivered, and won't refund the buyer.

After that, refund the buyer from PayPal the amount you feel you owe them.

[7606dennis]

I would secure the package and advise the buyer of what had happened through eBay messages and ask him what he wants to do.  I would then keep the package in a secure place until I heard back from the buyer. 

If the buyer doesn't have an address to receive the item you can simply cancel the transaction and refund the buyer.  I would refund the full amount paid and put him on my BBL.

[reda3615]

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@reda3615 wrote:

Then, if the buyer starts an Item Not Received case, upload tracking and Ask eBay to step in as soon as possible. eBay considers Unable to deliver, etc. to be delivered, and won't refund the buyer.

After that, refund the buyer from PayPal the amount you feel you owe them.

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If you're doubting that eBay would rule so illogically in favor of the seller, here's a current case:

*Because eBay considers Unable to deliver to be "Delivered"

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@luirodriguezlug_0 wrote:

I thought the delay may has had something to do with the COVID-19 thing, but on april 29 I got a little worried and checked the tracking number to see what was going on, the FedEx tracking said that the address was incorrect, which it wasn't, and that the package was being returned to the shipper

so I started a case for package not delivered, a couple of days later I received a message from Ebay telling me that they have sided with the seller and that there would be no refund

the message also told me that I could pick up my items at the shipping carrier, which I can't since they were returned*

I wrote to the seller but there has been no response. At the current moment the seller has both my money and my items.