Package I sent overseas came back to me

[**chocolate]

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?

[fab_finds4u]

No matter what you do the buyer can leave negative feedback.  But why would they?  If the negative is about not receiving the package and tracking shows delivery was attempted or refused eBay will remove it.  That's one of the only times they'll remove a negative.  Attempted delivery can mean the PO tried to deliver but nobody was home to sign for it or pay customs if customs was due.  They won't send it back after the first delivery attempt but if the buyer doesn't retrieve the packsge or make arrangements to redeliver they'll return it.   Don't refund until you get it back.  

[**chocolate]

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@fab_finds4u wrote:

Attempted delivery can mean the PO tried to deliver but nobody was home to sign for it or pay customs if customs was due.  They won't send it back after the first delivery attempt but if the buyer doesn't retrieve the packsge or make arrangements to redeliver they'll return it.   Don't refund until you get it back.  

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I've already gotten the package back. The tracking doesn't show there being more than one delivery attempt, although there was a span of several weeks where the package was just sitting in customs with no movement. I'm guessing the buyer was supposed to pick it up during that time.

[robot-hands]

you won't lose any paypal case here so you can stop worrying about that

as for a chargeback...let paypal take care of paypal

[duggmills]

Take an offensive position.

Doing nothing is a defensive position.

You need to contact the buyer with the details you have given us.  You need to have documentation explaining the circumstances. Don't be shy in telling the buyer he as negligent in not paying the tax and duty and this is not an acceptable reason to ignore accepting the  package. 

You can refund the item purchase price but you will need to deduct the total shipping cost which includes the 10% eBay charges you on shipping. I would also deduct 10% from the selling price for having to handle the item twice and for forgone income for the several weeks the item was not in your possession to sell to an honest buyer..

[monster-deals]

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@**chocolate wrote:

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@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?

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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?

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There is no situation where you would lose an ebay case.

There is nothing to deduct since the buyer is not due a refund.

The only thing to do is nothing until the buyer contacts you and only then offer to re-ship at the buyers expense.

Write the label by hand, get tracking....do not upload it.

BBL. Wash hands.

[sam9876]

"Am I at a disadvantage if I contact the buyer?"

Yes.

[**chocolate]

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@sam9876 wrote:

"Am I at a disadvantage if I contact the buyer?"

Yes.

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You could explain how? Out of all of the replies here, yours are the most puzzling. You only ever write one sentence at a time and your thought process isn't immediately clear.

My reason for wanting to contact the buyer is to either:

- Get them to pay for postage to have the item resent, or

- Give them a refund, less postage and fees, if they no longer want the item.

If I do nothing, one of the "BAD" things I mentioned in message #9 could happen, yes?

[**chocolate]

Thank you, everybody, for all of your input. There are so many different replies here.

Yes the buyer will win their eBay/PayPal claim. No they won't win their claim.

Yes contact the buyer. No don't contact the buyer.

Right now, I'm leaning toward contacting the buyer. In light of the info presented in message #13 that I didn't previously know about - that cancelling a transaction will give me a defect and force me to give a full refund - I won't pursue the cancellation option anymore.

But before I even mention to the buyer my willingness to give them a partial refund, I would like to offer them the chance to have the item resent. Obviously they will need to pay the postage cost again. What is the correct way for them to do this?

[green-night]

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@**chocolate wrote:

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@green-night wrote:

Just out of curiosity...

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

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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...?

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Because if you said what country it was going to migh give more insight.        And the value.

A $100 declared package going to Australia is a piece of cake.  The same package going to Brazil is a nightmare. 

What was the value you declared and what country was it going to ?    Basic info here. 

[penguins_dont_fly]

If there was an attempted delivery, it is possible that the buyer was not available to pick up their item (for whatever reason).

I had a buyer in the UK that this happened with. I contacted him as soon as I saw the package was coming back across the pond.

I told him that I could either:

1) Reship it when I got it back. I would send a PayPal invoice for the new shipping, same as the original shipping.

Or

2) Refund minus the original shipping cost.

He chose to reship. I sent a PayPal invoice for the shipping and when he paid, I used PayPal to reship on THAT transaction. I added notes to the PP transaction that referred back to the original order.

So ... my advice is to contact the buyer and see what they want to do.

[sam9876]

If you contact the buyer, it is likely that you will lose money.

[penguins_dont_fly]

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@sam9876 wrote:

If you contact the buyer, it is likely that you will lose money.

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Please elaborate on that statement.

INR is off the table. A delivery was attempted.

SNAD is off the table. The buyer cannot claim that something is not as described if they never had it in their possession. Plus they have nothing to return.

So ... how, exactly will the OP lose money just by contacting the buyer??? Please ... tell us.

[sam9876]

You are forgetting about PayPal.

[7606dennis]

I would send one message to the buyer advising that the item had been returned to you and request that they advise on how they wish to handle the matter.  I would then secure the package and await their reply.

[**chocolate]

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@green-night wrote:

Because if you said what country it was going to migh give more insight.        And the value.

A $100 declared package going to Australia is a piece of cake.  The same package going to Brazil is a nightmare. 

What was the value you declared and what country was it going to ?    Basic info here. 

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Sorry, I'm not going to say. Even if I reveal the value and country, it doesn't change what already happened, nor does it affect how I should proceed. The buyer  idn't get the package and it came back to me. And now I'm either going to resend it or partially refund them, regardless of where they are from.