USPS returned package to me, how long to wait for response from buyer on next step?

[findsanddeals]

Hello everyone!

Last week a package was returned to me from the USPS after 2 failed attempts to deliver it to the buyer.  Both times the error was house number not found.  I mailed the package using the address supplied by ebay, and I see that the buyer has purchased many other items this month.  It seems unlikely they all ran into the same problem, so I really don't know what created the issue for my package.  At any rate, I contacted the buyer immediately offering them a choice of a refund of their purchase price, or to for them to pay to have it reshipped.   

My question is, how long is a reasonable time to wait for an answer from the buyer before I simply opt to refund them the money?   Is there any sort of standard or guidance in cases like this?  It hasn't been too long yet, but I'm still not sure just how long to let it go before feeling it's appropriate for me to step in and make the decision to refund the money.

Thank you!

[vintagecraze50 · Accepted solution]

In a situation where the item was returned to sender you can wait until the buyer contacts you when they realize the package has not been delivered. You have wasted your time and money on shipping this item and it is the buyers responsibility to have the correct ship to address on their items. Sometimes I wait til infinity before I decide to refund these purchases until they tell me what to do. I really hate this when this happens because of my wasted time and money.

[vintagecraze50]

The other thing that might have happened is that this buyer purchased a truckload of stuff with the wrong shipping address as a possible scam. Possibly sent on a stolen credit card. Ya just just do not know. So wait.

[vintagecraze50]

Adding if it was a stolen credit card-you wil be expecting a chargeback from the person who actually owns the card, if they catch it.

[saylesville2003]

I recently had a similar situation involving a new buyer with zero feedback and package was returned to me due to insufficient address. I sent the buyer 4 ebay messages with no replies. Finally close to 30 days I sent a full refund and left feedback about incorrect address. I never heard from buyer before or after.  I lost the cost of the shipping label since the USPS had defaced it when returned to me.  I found this situation amazing since the buyer never even checked on why he didn't receive the package before I refunded.

There is always a potential for the buyer to file INR case, so that must be considered.  If you refund the buyer can always repurchase.

[donsdetour]

New purchaser??

I would cancel the sale due to address: refunds auto...

Of course you out the shipping...

[findsanddeals]

Yes, new to ebay as of late July, and has purchased 25 items in those 2-3 weeks' time.

[findsanddeals]

Thanks, everyone for your thoughts & advice on the situation!

[mr_lincoln]

@findsanddeals   We've had this happen a number of times.  One was a Media mail shipment which means WE were charged by USPS for the returned shipping.  We messaged the Buyer the same day and determined they forgot to put their Apartment number on their eBay address.  We let them know fi they still wanted the book it would cost them the Returned shipping plus a new shipping label ... obviously they did not want to do that ... we agreed on a refund to them less the returned shipping we paid out of pocket.

I had one where I messaged the Buyer the day I got the returned package ... I never heard back from them ...

[findsanddeals]

Sorry all---I misunderstood how the "accepted solution" button worked...I thought I would be able to mark everyone's suggestions as solutions, but apparently I was incorrect.  As soon as I marked the first response as a solution, ebay took away the button from all of the other replies.   😞

[donsdetour]

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@findsanddeals wrote:

Sorry all---I misunderstood how the "accepted solution" button worked...I thought I would be able to mark everyone's suggestions as solutions, but apparently I was incorrect.  As soon as I marked the first response as a solution, ebay took away the button from all of the other replies.   😞

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Happens... LOL

[a_c_green]

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@findsanddeals wrote:

Hello everyone!

Last week a package was returned to me from the USPS after 2 failed attempts to deliver it to the buyer.  Both times the error was house number not found.  I mailed the package using the address supplied by ebay, and I see that the buyer has purchased many other items this month.

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Did you actually purchase and print the label through eBay? That "House number not found" error is strange, because the address is validated against the USPS database at the time of label purchase (which is how a possible 5-digit ZIP in a buyer's Ship To: address magically turns into a 9-digit ZIP on the label). I would have expected an error at that point if the number didn't actually exist on the given street.

If you bought postage over the counter at the post office instead, I'm not sure how much validation gets done that way. Have you tried plugging in the buyer's address on the ZIP+4 validation page on USPS.com? Try it here: https://tools.usps.com/zip-code-lookup.htm?byaddress 

If that looks correct (and especially if you hear back from the buyer and he says it's correct), try asking your PO if they will put it through one more time at no charge. I've had this occur a couple of times in the past, and my PO was always willing to give it a try in case there was some kind of sorting error at the other end, and both times the package was delivered successfully on the second attempt.