Re-shipping an item

[dee-liscious]

Hello,

I need some advice. A customer purchased an item from me and I shipped it priority with signature required. It was going to a p.o. box in Puerto Rico. 3 weeks went by before the item was returned to me.  It was stamped several times as unclaimed with 4 different attempts. The customer never contacted me...I contacted her. She asked that I send it again to same address. I am a little leary as she paid with a credit card . If I do resend, how would I do it in the system so that I am protected? Also, what would your advice be on resending it at all and instead issueing a refund? I am short on funds at the moment so I would rather reship if possible. Thanks in advance for your suggestions.

[pikabo-icu]

@dee-liscious 

This is a new one.

I've never had this happen so hopefully somebody that's dealt with this will chime in.

That said; I would be concerned about just reshipping for fear of buyer claiming INR and getting a refund and your item.

What was the last date of delivery? You will likely be past that soon.

If it were me, I would refund the buyer, problem with address and have them purchase again.

That will protect you and allow them to pay for shipping again. 

[dbfolks166mt]

I had to deal with this once but it was a long time ago and well before MP. It has been a long time ago but I believe I refunded the buyer minus the cost of the postage noting post office returned undeliverable.  Buyer was refunded but I never did hear from the buyer so not sure what happened to them. 

[dirk12955]

I'd refund the buyer citing "Problem with address"

I'd then block her and forget about it.    Do you really want to try to complete a transaction with a buyer 

that enters the wrong address or fails to pock up a package after 4 notices?

I see nothing but problems on the horizon.

Rule # 1      Anything out of the ordinary...........

[duffy4444]

   Just like dirk12955 said,

   Refund using "problem with address" as the reason, LESS the cost of the original unsuccessful shipping attempt that you ended up paying for. Then block her to prevent her from putting you thru the hassle again.

   You don't need to attract more problems from this buyer, who doesn't appear to be conscientious about online shopping.

Cheers, Duffy

[kako_5344]

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@dee-liscious wrote:

It was stamped several times as unclaimed with 4 different attempts. The customer never contacted me...I contacted her. She asked that I send it again to same address.

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To the same address? That's insane. Do not reship and do not refund. Your buyer is not covered.

If they start a claim, eBay will simply close the case without a refund, and block or automatically remove feedback. When you realize that eBay thinks this way about incorrect addresses, you would do well to adopt a similar stance.

[duffy4444 · Accepted solution]

   You said, "... do not refund"... If the item has already been returned, that's bad advice to refuse to refund.

   A refund, LESS the shipping that the seller had to pay, is the correct way for the seller to be made whole and is in line with good customer service regardless of the buyer's circumstances or lack of cooperation.

   Since the buyer used a credit card, not refunding also could very easily set off anger from the buyer to the point she may open a CC chargeback claim, in which Ebay has been known to automatically cave in and force a refund under all sorts of circumstances... what a hassle the seller would unnecessarily be in for.

   Just refund and block.

Cheers, Duffy

[dbfolks166mt]

Agree a refund should be issued minus the shipping cost. It is quite possible something may have happened to the buyer, accident, medical problem, death, family emergency........... There is a possibility that there is no malice intended.