posted on December 7, 2013 09:44:32 AM new
I have a buyer who does not want the item which has to be signed for.
USPS left her a notice on November 12 and she just ignore it.
Now it looks like her post office is returning the item back to me,I dont have it yet.
SO my question is-
how do I deal with the refund?
-if USPS wants to be paid for returning a package not picked up,it is USPS PRIORITY MAIL with signature confirmation,who should pay for the return shipping,should I deduct it from the refund? or is USPS priority mail return free to the shipper?
-There is a restocking fee involved ,how should I handle this fee,I need to offset the insurance I paid for shipping the item?
She said she never receive the item and my return policy said 14 days return after receipt of item,so she is going to argue about restocking fee.
-It is an expensive item,so it has been sitting in the local post office for almost a month,if there is theft or damage,would my insurance cover it?
-Some one said it is Ebay policy that if a buyer refuses a package,she lost her Ebay buyer protection,is refusing a package and ignoring a delivery notice same ?
-do I qualify for seller protection if she files a dispute with Ebay or Credit card issuer/
posted on December 7, 2013 01:39:37 PM new
Unfortunately most of our correspondence is done outside Ebay and I have erased all but one which said she will have to return the item.
That was dated the same day she bought the item,Novemeber 9th,2013.
In her later emails she never indicated she has the item,I just assume from the way she wrote she has the item and would like to return it with no restocking fee.
Last night,I asked her if she has decided to keep or return the item,and her reply this morning is that she never receive the item.
It is interesting that the post office only left her one notice on November 12th,one would think with signature confirmation priority mail,USPS will leave her more notices or attempt delivery,but there is no subsequent attempt ,just sat in the post office until Dec 5th and now it is coming back to me!
The post office is not a place for expensive item to sit for 3 weeks!
So this is how a buyer gets around the restocking fee by not picking up the item??
[ edited by lostmymojo on Dec 7, 2013 01:47 PM ]
posted on December 7, 2013 01:54:46 PM new
well,I did find a few of our correspondence,she asked if she could return the item immediately,it is dated November 10,so it is too early for the package to have arrived.
Notice was left on Nov 12 and she never pick up the item or sign for it.
This item is insured with private insurer,I believe domestic claim must be filed within 30 days,not sure?
[ edited by lostmymojo on Dec 7, 2013 02:23 PM ]
posted on December 7, 2013 02:40:41 PM new
I have the encountered the "I-have-not-received-my-item-the-post-office-left-no-note" scenario more than a few times.
It is true that often the postal service scans in the option "notice left", when in fact it has not left a notice and the customer is unaware that a package is sitting at the PO waiting for pick-up.
Unfortunately, sometimes we must keep an eye out for this and alert the customer if the tracking shows a package sitting in their local PO.
If this situation results in the package being returned to the sender, and the customer does want it, it is helpful to have a good relationship with your postmaster, as they can allow the package to be reshipped at no additional expense.
I don't know that any of this helps you, but it is my experience.
In the situation as you describe it, I would just send the refund when the item came back and move on.
Wouldn't make me happy, and may be inconvenient and unfair, but in the big picture, it really wouldn't affect my business. This is something my husband always reminds me of when I am stewing over a transaction that doesn't go smoothly...and I always end up admitting that he is right. One "bad" transaction out of so many "good" ones, just doesn't matter.
posted on December 7, 2013 02:57:15 PM new
thanks,this is what I will do,unfortunately lately there have been more bad transactions!
I have an overseas buyer who filed item not as described and returned the item .
The item has its own gift box but it is not a shipping box and not strong enough to go thru a round trip of 2 postal systems and 2 customs offices !
The box arrived damaged and partially open and the item was stained.
This is a case of buyer remorse,the item is as described,there is no misrepresentation ,she just does not want it so she returned the item,now how do I handle this case,partial refund,no refund but return the item back to her??
eat the loss and move on?
posted on December 12, 2013 07:23:16 PM new
Update,
package is returned to me marked 'refused' after 30 days (she did not tell me she refused ,she said she never receive it and my policy said 14 days after receiving package if she wants to return an item and pay restocking,so she comes up with a way of avoiding restocking by refusing the package.
I refund her purchase less $10 to cover insurance and she thanks me for my generosity !
posted on December 21, 2013 02:22:51 PM new
I got a really big package problem. I shipped two chairs Greyhound and the lady isn't picking them up.
She had to have them for Christmas and they have been sitting at the station since the 17th. They have called her and I've email her and called her - nothing yet.
I have a feeling this could end badly.
posted on December 22, 2013 01:53:53 AM new
Well 1st they charge a $5.00 a day storage fee which has already started.
After awhile they ship them back to Dallas - hold them for 30 days and then ship them back to me. I assume this is all charged to my account.
I've never had this happen before so I'm not sure about all the charges.
posted on December 22, 2013 07:55:08 AM new
Why dont you call Ebay and complain this buyer contact information is no good and see what Ebay can do ?
You said you called her,is anyone home?
Is the machine on?
If they have moved,the phone line could still be working till the end of the month.
Another way is to find out who are her neighbors and call to see if they have seen her??
[ edited by lostmymojo on Dec 22, 2013 07:57 AM ]
[ edited by lostmymojo on Dec 22, 2013 07:57 AM ]
posted on December 22, 2013 02:04:45 PM new
When I called, I got her answering machine and she gave her name.
I don't think ebay can do anything. Hopefully she's been out of town. I can't believe that she's just ignoring me and Greyhound.
I'll call Greyhound Express tomorrow and see what can be done.
[ edited by ebabestreasures on Dec 22, 2013 02:05 PM ]
posted on December 22, 2013 02:49:03 PM new
eBay policy:
Returning an item
If you'd like a refund, you'll generally be required to return an item. Here are some things to keep in mind:
Don't send an item back unless the seller or eBay asks you to.
Package the item carefully and securely with all parts. The seller must receive the item in the same condition as you received it.
When you send the item, you'll need to include tracking information. For items worth $750.00 or more, signature confirmation is required.
Important: If you refuse delivery of an item so you won't have to return it, the item isn't covered by eBay Buyer Protection.
lost - if tracking shows she refused the item she has no ground to request a refund at all. she loses all Buyer Protection and is subject to the charge whether she likes it or not.
ebabestreasures - I would make sure ALL communication sent to her is through eBay. I would also request from Greyhound to document the days/times they have contacted her and send it to you by email so that you can forward it to eBay for proof. Refusing to pick up the item at Greyhound will be considered "refused package" and will also disqualify her from buyer protection. Did you mention to her the fees for not picking up within 3 days?
this situation has never happened to me using Greyhound, but now that it is in my mind, I will make sure to add this to all items that will be shipped using Greyhound. That way they can't claim they didn't know.
posted on December 22, 2013 04:07:39 PM new
Shag,
If a buyer refused a package and lost Ebay buyer protection,so?
He would need buyer protection if the returned item should be signed for by the seller but it is not?or the item is broken returning to seller,or he pays with Paypal fund.
He could always file dispute with his credit card issuer,and there is a good chance he will win since he never have the package.
I just read on WSJ website-Rampant returns plaque e-tailers.I do not subscribe to on line viewing,but what it is saying is that due to free shipping and heavy promotion and size difference,buyers are returning merchandise like there is no tomorrow.
[ edited by lostmymojo on Dec 22, 2013 04:09 PM ]
posted on December 23, 2013 12:29:17 PM new
Thank goodness - she just called and is out of town. She'll be home tonight and will pick up the chairs tomorrow.
I was really worried about this one as Greyhound just changed their website. I tried to do the labels online but I couldn't get it to work. I called and no one could help me so I just took them to the station. I used my account number but didn't have online tracking.
posted on December 23, 2013 01:49:00 PM new
thats okay,Ebay/Paypal will understand,the notices left by Greyhound is proof the item has arrived.
Will she be paying for storage fee?
posted on December 23, 2013 01:54:07 PM new
I think I will offer to pay them as I didn't tell her there was a storage fee.
Hey - I'd rather do that than refund $700 and pay storage fees, etc.
