Package returned no response from buyer - now what

[corgi]

Sold a book. Inexpensive. Buyer paid almost instantly with PP. Unconfirmed address, but have had a few of those recently and no problems. As I do everything, sent this one with Delivery Confirmation. Package is returned to me, marked UTF (Unable to Forward) which is because it's Media Mail. Person has moved, apparently. I triple check the address to make sure I copied it correctly from the PP notify. I did. Email buyer, through Ebay. No response. Pull their contact info - no street address there. So now what? I *can't* ship the item again until I have a valid address, and I'm reluctant to spend $5.00 on a phone call for an item that sold for less than that. Should I wait a few more days, then refund all their money through PP explaining why?

[becky24343]

This is just me, and maybe I've lost my patience, but I would refund the money and file the unpaid item at the first opportunity. Then I would send a message from the dispute console explaining that the package can't be delivered and what I've tried, etc. If no reply appeared from any of those actions, I'd move on.

It's the buyer's responsibility to have the correct info on file and you've done your best.

[doublv]

I'd just hang on to it for a while and C what happens.

ViVa

Life is a dream.

[itzbruce]

I agree with becky...
Since you have been unable to contact the buyer via email, refund the payment and file UPI.
It is very likely that the buyer will not respond to that either (since they are ignoring or not receiving your emails). Then you can get your sales fees back and relist the item.

Don't waste too much time on this item.

It is very possible that the buyer moved and changed ISPs, but forgot to update their eBay profile. That is not your problem and you should not have to wait for weeks while the buyer sorts it all out.

*****************
Bruce

[esyd]

Do you have any friends or family who have free long distance like Vonage? If so ask them if you can try calling the customer. If you do call and it is the wrong number or a disconnected number then report them to eBay for having the wrong contact information. Then refund them their money less the shipping, handling (and maybe even the listing fees) that you've already lost from the non-sale. If you do make contact with them ask them for the cost of shipping before you re-ship the item. If they won't pay it then refund less your lost money and file with eBay.

[Floridachickadee]

If they won't pay it then refund less your lost money and file with eBay

Is that 'ebay legal'?

I would probably do like Becky suggests and just refund the money and file for the fees.

Actually I have free long distance so I would probably try to call and see if they could fix the address and request additional shipping fees since it's not your fault they provided incorrect shipping information

[esyd]

If they won't pay it then refund less your lost money and file with eBay

Is that 'ebay legal'?

Can't you file that you gave a partial refund when you file with eBay for your fees back? What's the problem with asking for the dough to re-ship something that the buyer has messed up and you've already paid once for shipping and shouldn't have to pay again? If they won't pay for the re-shipping cost then you say 'ok, well here's a partial refund, less the money I paid to ship it once to you, have a nice day', give them a partial refund for what you've already paid out.

Besides it's not 'eBay legal' to have incorrect contact information such as what the buyer has. So make it easy on yourself, save all the partial refund hubbub and report them right away for having incorrect contact information. Once they been thrown off eBay (or IF, I should say) then wait for them to contact you for their book or their money back.

[corgi]

Well, my buyer is still AWOL. I shipped the book *last* Monday, it returned this Monday, and I emailed them (thru Ebay) this Monday afternoon. (Oh, and do I have a great mail carrier or what - he DIDN'T charge me for the return. Apparently they're supposed to collect return postage on Media Mail items that are undeliverable. See, it pays to bake cookies for your mailmanhttp://www.buildaforum.com/inkforums/img/smilies/wink.gif

Great advice, guys. That was the thing I was wondering about - the shipping. They *did* pay for it to be shipped, and I didn't get dinged for its return, so I'd be inclined to refund the entire amount (item+shipping). I'm still confused though about filing for fees. It was such a small amount, not sure it's worth the hasslehttp://www.buildaforum.com/inkforums/img/smilies/wink.gif I just don't want this person coming back later saying I ripped them off, etc.

[esyd]

They *did* pay for it to be shipped, and I didn't get dinged for its return, so I'd be inclined to refund the entire amount (item+shipping).

But if you return item + shipping then you will lose what you've already paid out for the shipping. The post office didn't refund you what you paid them to ship the item when they returned it to you. You shouldn't have to lose that money because the customer didn't give you their correct address. They should be out the money.

[becky24343]

so I'd be inclined to refund the entire amount (item+shipping)
I would, too, just on the off-chance that they are actually waiting for the package, having not received your emails for whatever dumb reason. If they try to file with PP for "item not received", then you're not holding any of their money.I'm still confused though about filing for fees. It was such a small amount, not sure it's worth the hassle
I can see your point there; on the other hand, it's caused you just as much trouble as if it had been a $100 item! I have found that sometimes the Unpaid Item messages manage to get through, or at least get their attention. I would do at least one or the other--file for the fee or report for bad contact info. A message from eBay just might get a reply out of them!

Good luck! http://www.buildaforum.com/inkforums/img/smilies/grin.gif

[oldstufftwo]

just refund the money and file for the fees.

I wouldn't?? They moved and didn't notify you or Ebay. You did everything you are suppossed to do. If they want their money back let them come to you with an explanation. Holds their book for awhile and see what happens.

[oldstufftwo]

If they want the book then fine. They pay to have it reshipped again. OR you can be nice and refund the AUCTION PRICE only. no shipping refunds it's not your fault. I have had this happen to me a few times. I ship items out of my seller manager and whatever address the buyer has is confirmed by ebay and paypal. It's there responsibility to change it.

[biggfredd]

I'm still confused though about filing for fees. It was such a small amount, not sure it's worth the hassle
The important thing is they get NARU if they get three strikes. Saving a buck isn't a big deal, cleaning up the scum is.

[corgi]

Fredd, that's just the thing - they haven't done anything *bad*, just been forgetful. Just checked their fb again to refresh my memory. Not a huge amount - 46 - but all positive. Mine was the first thing they'd bought since March of this year. I'm just betting they moved, didn't remember to change their contact info, then bid without realizing they hadn't. They paid within minutes of the auction ending. Just doesn't sound like a 'bad buyer' who deserves to get dinged.

Well, I just called themhttp://www.buildaforum.com/inkforums/img/smilies/wink.gif Used my prepaid cell phone, so no biggie. Got a business - their last name in the company name, so I'm pretty sure its the right folks - and left a message. Have a feeling there's going to be a 'Oh sh*t!!' moment in that office when they realize they haven't updated their ebay infohttp://www.buildaforum.com/inkforums/img/smilies/wink.gif Asked that they contact me through Ebay to provide the correct info. Will keep you posted on what happens. I figure, I'm giving them the benefit of the doubt, now it's in their court.

[Floridachickadee]

Well, I just called them Used my prepaid cell phone, so no biggie. Got a business - their last name in the company name, so I'm pretty sure its the right folks - and left a message. Have a feeling there's going to be a 'Oh sh*t!!' moment in that office when they realize they haven't updated their ebay info Asked that they contact me through Ebay to provide the correct info. Will keep you posted on what happens. I figure, I'm giving them the benefit of the doubt, now it's in their court.


That's great Corgi,
It may not be a big sale, but it's exactly the kind of customer service that inclines a buyer to come back, AND what Ebay requests of all sellers before going straight for the big guns and reporting etc.
Of course if the number had been a bad one then you would have done everything that could have been done to contact them and filing would be the only logical next step... Now you've gone a step further than many would do and I'm betting they'll really appriciate it. Obviously they wanted the item if they bid, won, and paid quickly...

Let us know what happens.

[corgi]

Well guys, nothing yet from these peoplehttp://www.buildaforum.com/inkforums/img/smilies/sad.gif No reason to think it was a wrong phone number - lets call my buyer John Doe: the answering machine message identified as 'This is Doe Construction, we can't get to the phone right now.' etc. So....I guess I'm just going to refund their money through PP, w/an explanation, then toss the book - still wrapped - back in the ebay closet for a while. If they contact me in the next couple weeks, and pay again, I'll ship again. I know 'things happen' unexpectedly, when the LAST thing on your mind is ebay, so.. It's not a 'seasonal' item, so no harm in holding it for a while.