USPS Messed Up! Media Mail Package Delayed and Damaged. Buyer insist refund. Can I insist a return

[thisandthatforyou]

I sent a package on April 25, containing a book, to New Jersey from Ohio via Media Mail.  The estimated delivery date was May 2nd.  When the package had not arrived by this date, the buyer contacted me asking me to check into it.  I did.  The package was sent from OH, traveled to PA and then to NJ, only to be sent back to PA and then back to NJ.  I responded to the buyer giving the tracking information.  I did not receive a response.

I checked the tracking status this morning and it indicated it was "Out for Delivery".  I updated the buyer on the status and asked the buyer to let me know if they received it. 

The book was delivered to the buyer today, May 4th.  The buyer sent me a message indicating they did receive it however; the package was seriously damaged.  He sent a picture and the following message: "Yeah i recieved alright....in this condition. This is unacceptable. Very very unacceptable. I'm gonna be needing a full refund immediately. This is crazy."

Before, I could even respond, another message came in, "I even paid for shipping also. So it's not like you can use the excuse that I had free shipping. I paid for shipping plus the cost of the book. This is messed up. I knew there was a problem when the book hadnt arrived the other day."

I responded to the first message the buyer sent.  I responded by saying that I am sure the distance traveled by the package had something to do with the condition it arrived in and I intended to file a complaint with USPS.  I asked the buyer to send me pictures of the book itself, not just the torn package.  I also told the buyer that I would refund their payment.

I took the high road and ignored the second message.

Since, I am not able to file a USPS insurance claim on this item - media mail - no insurance, can I insist that the buyer return the book? I know I have to pay for the return shipping. This is a first for me, actually.

At this point, it is the principle.   I feel that I have been more than cooperative and helpful.  As for the buyer, I can’t say the same.

[dougsue123b]

yes you can make him return the book, but you are paying for the shipping.

[couldabeenworse]

Since, I am not able to file a USPS insurance claim on this item - media mail - no insurance, can I insist that the buyer return the book? I know I have to pay for the return shipping.

Yes, but I'm not sure what you'd pay for return shipping, unless you send him a Media Mail label outside the normal return process.  At some point, it might be better to declare it a loss and just refund.

You are smart and professional to take the high road.  Obviously, these situations can easily be made much worse.   Good luck....

[mr_lincoln · Accepted solution]

@thisandthatforyou  Sadly the issue is with USPS but for some strange reason you are being blamed ... I would simply advise that the TOOL eBay supplies is the Resolution Center and the Buyer should simply process a Return request so you can  issue a full 100% refund.  Walk them through getting the Item number off the item in their Purchase History that will be need for the claim.  In this case I would even offer to pay the return shipping, just get the item out of the Buyer's hands and headed back to you.  Then issue the refund immediately upon arrival.  It is the path of least resistance ... try to ignore their brashness and demands for an immediate refund ... let them know the Return process is eBay's method to be used.

[cherry*fizz]

Please follow the advice here and have them initiate a return so they have to send the book back to you. I am very curious if they will follow through. The fact that they only sent you a picture of the packaging and demanded an IMMEDIATE refund makes me a little suspicious. Good luck! 

[rjs_holdings]

Did USPS indicate the package was damaged on delivery.  Usually the postman will indicate on delivery if the package was damaged.

[thisandthatforyou]

I have not been able to find any indication from the postman that the package was damaged.

[kaelykat]

Send the buyer a return label and tell them you will refund them when you get the item back.

Media mail is a terrible way to send packages.  I'm a buyer so have the buyer perspective on this. Media mail seems to mess up a lot on dellivery times and apparently play a few games of football with the packages on the way.

As to the buyer's attitude, a lot of buyers expect perfection and are complete jerks when they don't get it. Just ignore the attitude and cover your butt with offering return for refund. If they decide to open a case, same thing, Return for refund.

[thisandthatforyou]

I sent the buyer a message last night indicating he would need to request a return of his purchase and I would pay for the return shipping. Once I received the book back, I would issue a refund.  Rather than requesting a return, he requested a refund with his reason being that the item was not received! I uploaded the tracking number and responded by saying that since the package had been delivered, I would issue the refund once I received the book back.  (Upon closer inspection of the one picture he did send of the torn and ripped package, the book can be seen and does not appear to be damaged.  He did not send pictures of the book.) 

This was his response:

"This is so unacceptable its almost comical. You send me something and its extremely damaged. Now I have to send it back to you in order to get a refund. Like are you kidding me?? This is in NO WAY SHAPE OR FORM my fault what so ever. Ebays policies completely screw the buyer over. This is crazy. I will send you paypal info so you can send me money for shipping back to you"

and in another message:

“I thought the buyer was always protected on eBay? I guess not. I buy something and by the way PAY TO HAVE IT SHIPPED. It arrives damaged beyond belief and now I have to return the item in order to wait to get my refund. Smh. That's crazy to me. I will send it back if you give me the money for shipping. I will enclose my PayPal info.”  

Funny how he responds to his demands but never responded to my request for pictures of the book. 

I am not feeling comfortable with this at all and want everything to go to the resolution center.  Can he request a return of the item since he has already said it wasn’t received?  If so, how do I instruct him to do so?

He has also already left my very first negative feed back.  My feedback rating dropped from 100% to 96.2%.  Sigh....

[myangelandmyprincess]

I would ignore most of what was said by the buyer and just reply If he would open a return request a return label will be provided and he will not be out shipping cost.  

[nobody*s_perfect]

The buyer seems to have reading-comprehension skills.  He seems to be much more interested in ranting than in understanding what his next step should be.  Of course he didn't win a claim for 'Item not received."

I'm pretty sure that it's still possible for a buyer to file a claim for 'Not as described" even after an INR claim has been decided.  So you could try suggesting that to him (again).  Your message should be specific but very brief.  Maybe "Buyer protection requires that you file a claim for 'Item not as described" so I can officially send you a  prepaid return label".  Or maybe even just "Please  file a claim for 'Item not as described" so I can officially send you a  prepaid return label"."

[couldabeenworse]

The buyer seems to have reading-comprehension skills.

Or maybe he's just upset and disappointed.  I've dealt with customer relations for decades in brick & mortar, and sometimes folks just get so fixated on their issue, you can't get any straight answers on other details.

As an aside, do these qualify for Media Mail?  I guess I think of them as "comic books" (diving for cover).

[nobody*s_perfect]

Although illustrated like comic books, this is a series of hardcover books. Not a periodical and no advertising; see the entry for "Graphic novels" in this chart put together by USPS for their staff:

https://liteblue.usps.gov/news/link/2013/04apr/Media-Mail-Guidelines.htm

When I referred to the buyer's reading comprehensions skills, I was specifically thinking not of his correspondence with the OP/seller, but the fact that he filed a claim for "not received" rather than "not as described."

[omegared718]

From reading all of this, it sounds like an inexperieced scammer looking for a free book.  If something was truly damaged and the seller is making all accomodations by saying what the next step is and the "buyer" still rants and demands refunds/ refuses to return.  Just sounds fishy,

[muttlymob]

I responded by saying that I am sure the distance traveled by the package had something to do with the condition it arrived in and I intended to file a complaint with USPS.

Others have given good advice on the buyer situation, so I am going to address just this part of your post.

The distance traveled should not have any effect on packaging.  If you package so that your items can survive a short trip but will be damaged over a longer trip or extended handling, then you are not packing sufficiently.