Item returned to sender by post office

[dbernard1029]

I have an item I shipped out and for some unknown reason it is being returned to sender. The buyer contacted me wondering if I had heard anything from tracking for why it was being returned because they didn’t understand why it had happened. I confirmed the address with them (which was what they had entered originally because I purchase shipping through eBay). Seems like some sort of mix up with the post office. I told them once I got the item back, I could refund them, or if they still would like it, which they indicated they still want the item. My question is: if I resend it to them, how do I charge them for shipping again? They already paid for the original shipping, and I wouldn’t mind eating the shipping cost if this was my error, but I am not sure how I would charge them for shipping again? What would you do in this situation? I am not sure if I should refund them minus shipping, and relish the item for them to repurchase, or if there is another way to do it. I’ve never had this happen. 

[wastingtime101 · Accepted solution]

You can send them a PayPal invoice for the shipping - you just need to ask for their e-mail which is fine because the transaction was paid for already.

Wait until you get the package back to see why it was returned before sending the invoice. Better to correct the problem than repeat it.

[dbernard1029]

Yeah, I am going to wait for the item back before proceeding. They seemed confused as well so I am hoping the return label has some indication. Am I able to purchase the tracking a second time through ebay? I am assuming it will let me enter a new tracking number if not.

[wastingtime101]

You don't want to add the tracking number to eBay because it will override the original shipping dates and affect your late shipping metrics.

Buy a label through PayPal and send the tracking number to the buyer through eBay messages.

[dbfolks166mt]

     There are a number of reasons a package may get returned to the sender but the two main reasons are that the receiver refused the delivery or more commonly because the mailperson was unable to deliver the package. I would contact USPS and see if they can tell you why it is being returned and go from there. 

     If they were unable to deliver it the first time trying to re-send it to the same address is probably going to have the same result. How you work with the buyer to handle the financial aspects is up to you just be sure you handle everything through eBay channels and communications. 

[dbernard1029]

The weirdest thing is that they marked it as delivered and then the next entry was return to sender. The buyer contacted me, as I hadn’t even noticed. They said they tried to catch their mail person to inquire but weren’t able to. It has an alert on the tracking though, that it is being returned. I did tell them give it a few days to see if a new attempt at delivery was made. There have been no further updates (but this happen on Friday so maybe because of the weekend). That is my concern, though, if I re-send it, I don’t want to be caught in a cycle of return to sender, re-send, ad nauseam. 

October 30, 2020, 12:59 pm
Return to Sender Processed
WALLER, TX 77484 
The return on your item was processed on October 30, 2020 at 12:59 pm in WALLER, TX 77484.

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October 30, 2020, 12:58 pm
Delivered, Individual Picked Up at Post Office
WALLER, TX 77484 

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October 30, 2020, 7:20 am
Out for Delivery
WALLER, TX 77484 

[jbjbj_7]

ask buyer to open "item not recieved case", upload tracking number showing proof of delivery. Win case. Then tell buyer to send money for a new shipping label and you will do them a favor and mail it to them. 

[pingpongnstuff]

As a buyer I'm dealing with the same issue now too, did this ever get resolved?

[loopylliz]

I have the exact same issue as the original post. I print labels through Ebay so it is not as if I hand write the info. How do we resolve this with the post office?

[twbeveridge]

UGH I'M DEALING WITH THIS NOW...AS A SELLER...THE BUYER SAID HEY IT'S BEING RETURNED TO SENDER AND I DON'T KNOW WHY. THEN THEY SAID...OH...I HAVE 'MAIL FOWARDING' SET UP BUT IT DOESN'T START YET, AND THEY LEFT MY OTHER MAIL BUT NOT THAT ITEM. WHICH MAKES ZERO SENSE TO ME. NOW I HAVE THE PACKAGE BACK AND HAVE TO GO TO THE POST OFFICE TO FIND OUT WHAT THE DEAL IS. FRICKEN USPS F'D UP NOW I HAVE TO PAY FOR SHIPPING?!?!? FOR THE SECOND TIME.

[donsdetour]

"..I HAVE 'MAIL FOWARDING'"

That would violate the sellers protection due to forward, and not delivered to addy on file.

Just saying.

[pj5054]

I'm running into the same issue, however the problem is the mail carrier was wrong. Mail forwarding ended 2 weeks ago, but the carrier incorrectly attempted to forward anyway even though there was NO forward in effect, which caused USPS to return. Simply put, the right hand doesn't know what the left hand at USPS is doing.

[pjbuyswim]

The eBay international mail hub in Lincolnwood Illinois returned the item stating it was over 20kg / 44 lbs.

They made a mistake.

I have a USPS receipt from the drop-off stating it is 42 lbs 13.08 oz. 

I should not have to eat the costs of resending the item, paying a $245 shipping cost. It has to be sent outside of eBay because they won't let me reissue a label- "because I already shipped the item".

Does anyone have any ideas?  I called ESUS etc and it's not a lost claim and eBay just gives me a run-around to preprinted "help" articles, with no contact. 

[pjcdn2005]

@pjbuyswim 

They use dimensional rate but a parcel would have to be very large to be charged a dimension rate of more than 44 lbs.

Have you actually been charged for the shipping? I don't think that they charge for shipping if they haven't sent the item.

This is actually an old thread which might be closed since it was resurrected.  You might have to start a new thread about this.

[ryanrobyn]

it could mean the post office clerk just clicked on the button saying return to sender by mistake. this happens frequently.