eBay

**chocolate · ‎07-10-2018

I shipped a package to a buyer overseas several weeks ago. I thought everything was fine but I've discovered the package back in my mailbox.

The tracking details show no clues as to what happened. First, the package sat in the overseas customs office for several weeks. Then, the customs processing was completed and, on the same day, there was an "attempt" at a delivery. And the day after that, the package was on its way out of the country.

Now, I want to:

(1) Refund the buyer, less the postage costs.

(2) Cancel the sale so that I get back my Final Value Fees.

(3) Do (1) and (2) in a way so that the buyer can't hit me with negative feedback. I have no reason to think they will, but you never know.

I have yet to contact the buyer and have never received any communication from them before. What's the best way to proceed?

lyan9337 · ‎07-10-2018

Contact the buyer first

monster-deals · ‎07-10-2018

It came back to you because your buyer wouldn't pay the customs duty/import taxes on the item to receive it.

Do nothing until the buyer contacts you.

**chocolate · ‎07-10-2018

@lyan9337 wrote:
Contact the buyer first

@monster-deals wrote:
It came back to you because your buyer wouldn't pay the customs duty/import taxes on the item to receive it.

Do nothing until the buyer contacts you.

Looks like there's some conflicting advice, haha.

The reason I want to act first and not wait for the buyer is because I am fearful that the buyer will file a chargeback with their bank, or a claim with eBay or PayPal. If this happens, wouldn't I have to refund the buyer anyway? Worse yet, wouldn't the chargeback/claim force me to refund the full amount including postage costs? Postage was so expensive and it would be unfair for me to have to refund that.

I don't know for certain that the buyer wouldn't pay the customs duty/import taxes because, as I said in the OP, there's no explanation in the tracking details. But this definitely sounds plausible.

sam9876 · ‎07-10-2018

I wouldn't do anything.

missjen831 · ‎07-10-2018

@**chocolate wrote:
@lyan9337 wrote:
Contact the buyer first
@monster-deals wrote:
It came back to you because your buyer wouldn't pay the customs duty/import taxes on the item to receive it.

Do nothing until the buyer contacts you.
Looks like there's some conflicting advice, haha.

The reason I want to act first and not wait for the buyer is because I am fearful that the buyer will file a chargeback with their bank, or a claim with eBay or PayPal. If this happens, wouldn't I have to refund the buyer anyway? Worse yet, wouldn't the chargeback/claim force me to refund the full amount including postage costs? Postage was so expensive and it would be unfair for me to have to refund that.

I don't know for certain that the buyer wouldn't pay the customs duty/import taxes because, as I said in the OP, there's no explanation in the tracking details. But this definitely sounds plausible.

You would lose a chargeback and a PayPal dispute. The outcome of an eBay case depends on what the tracking says. Buyer could win. Why not refund the item price only less your eBay and PayPal fees?

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

**chocolate · ‎07-10-2018

@missjen831 wrote:
You would lose a chargeback and a PayPal dispute. The outcome of an eBay case depends on what the tracking says. Buyer could win. Why not refund the item price only less your eBay and PayPal fees?

In what situation would I win/lose an eBay case? The tracking is exactly as I described in the OP.

The item is very expensive and I'm worried that deducting eBay fees from the refund would look bad and anger the buyer. I would already be deducting the high cost of postage, so deducting anything beyond that is not desirable.

That's why I'd prefer to cancel the sale so I get my FVF back. Is this possible?

sam9876 · ‎07-10-2018

Since the buyer hasn't contacted you, there isn't a problem.

Don't do anything.

**chocolate · ‎07-10-2018

@sam9876 wrote:
Since the buyer hasn't contacted you, there isn't a problem.

Don't do anything.

Am I at a disadvantage if I contact the buyer? I'm interested in your reasoning.

I'm not asking you because I think you're wrong. It's because, from my point of view, I think more bad than good could come out of ignoring the buyer:

BAD: Negative feedback

BAD: Bank chargeback

BAD: eBay/PayPal claim

BAD: Buyer asks for a full refund, including postage

GOOD: Buyer ignores me for 180 days (so they can't file a PayPal claim)

green-night · ‎07-10-2018

Just out of curiosity...

What was the item. What was the value & description on customs form. And what country?

cka197818 · ‎07-10-2018

Was there anything stamped on the package like refused, non-deliverable? Did the buyer pay for shipping? If so, they should be refunded that also. If not, then I would deduct the shipping from the refund.

**chocolate · ‎07-10-2018

@green-night wrote:

Just out of curiosity...

What was the item. What was the value & description on customs form. And what country?

I'd prefer not to give details other than to say it's an expensive rare item. Only two other people on eBay are selling it in the same condition as mine.

Regardless, I think those details shouldn't affect how I proceed in this situation - unless you think they might matter...?

fab_finds4u · ‎07-10-2018

Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.

Exceptions:

The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping

The buyer accepted and opened the package only to determine that it was an empty box

The item arrived COD because it didn't have enough postage on it

Give the buyer a partial refund. If you refund in full without a buyer requested cancellation you earn a defect. If you cancel a transaction the buyer didn't request to cancel you get the fee credit but you earn a defect and you must refund in full when you cancel. Instead go to the payment and look for the refund button -deduct the original shipping from refund and issue a partial refund. Issuing a partial refund without a cancellation request doesn't earn a defect. Partial refunds don't qualify for a fee credit anyway don't worry about the cancellation. I would do this before the buyer can file an item not rec'd claim with PayPal and end up with a full refund.

I'm sure if you called eBay they would say you can ask the buyer to repay shipping or you can deduct the original shipping and refund.

**chocolate · ‎07-10-2018

@cka197818 wrote:
Was there anything stamped on the package like refused, non-deliverable? Did the buyer pay for shipping? If so, they should be refunded that also. If not, then I would deduct the shipping from the refund.

There's a sticker on the package with a number. It's not the tracking number, so I think that was something their postal system used to categorize or store this package. Other than that, there's nothing.

The tracking details say that after the package completed its customs processing, there was an "attempt" at a delivery. The use of the word "attempt" tells me that it is possible it was refused.

As for being undeliverable, I think it's unlikely because I printed the postage directly off eBay without altering the address. So the odds that the address is wrong are low.

The buyer did pay for shipping. But I don't understand why you think they should be refunded that postage cost. Isn't the norm not to refund the postage cost, because that money is already used up?

**chocolate · ‎07-10-2018

@fab_finds4u wrote:
Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the eBay Money Back Guarantee.

Exceptions:
The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in shipping
The buyer accepted and opened the package only to determine that it was an empty box
The item arrived COD because it didn't have enough postage on it

To address your comments about the exceptions to the eBay Money Back Guarantee:

- The package is not empty or damaged. It hasn't even been opened. I know for sure because I used tamper-resistant tape.

- The buyer never accepted the package at all.

- The package did have enough postage on it.

So it sounds like I am safe from the buyer utilizing the Money Back Guarantee...?

@fab_finds4u wrote:
If you cancel a transaction the buyer didn't request to cancel you get the fee credit but you earn a defect and you must refund in full when you cancel.

I did not know about the defect and the full refund requirement. Thanks for bringing it up.

@fab_finds4u wrote:
Instead go to the payment and look for the refund button -deduct the original shipping from refund and issue a partial refund. Issuing a partial refund without a cancellation request doesn't earn a defect. Partial refunds don't qualify for a fee credit anyway don't worry about the cancellation. I would do this before the buyer can file an item not rec'd claim with PayPal and end up with a full refund.

I was thinking this too. I don't want the buyer to take a bad action against me.

So just to be clear, when you say go to the payment, do you mean log into PayPal? I can't issue a partial refund from eBay?

Message #6 recommended that I also subtract my eBay and PayPal fees. Do you think I should also do this? Since I won't qualify for a fee credit.

If I do this partial refund, will I be safe from negative feedback? Will the buyer still be able to file an eBay claim? What about a PayPal claim?