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I sent the item with tracking number, but the buyer didn’t pick it up
I sent the item with tracking number. According to the tracking provided by the shipping company, the buyer was not at the address given on the day of delivery. 14 days later, with the package still uncollected, it was sent back to me. The buyer is requesting a refund and I am willing to help since he does not have the item, but how much do I have to refund?
1 comment
cinthia@ebay
Hello @rodaes2015
Thank you for contacting us about this situation. I understand that you want to proceed fairly and professionally with the refund to the buyer, given that the package was not delivered and has been returned.
Here are some suggestions on how to handle the refund:
Refund of the Item Price: Since the buyer did not receive the item, it is reasonable to refund the full cost of the product.
Consideration of Shipping Costs: If the buyer paid for shipping and you cannot recover those costs from the shipping company, you can decide whether you want to refund these charges as well as a gesture of goodwill or whether you want to deduct the shipping cost and send a partial refund, but the buyer has to agree to the partial refund. However, if shipping was free, there would be no need to refund anything additional.
Transparent Communication: Once the buyer accepts the partial refund, it is important to clearly tell the buyer what amount will be refunded and explain the situation politely, mentioning that the package was returned because it was not picked up and therefore the shipping cost is their responsibility.
Return Policy: Review your return policy to make sure that your decision is aligned with what you previously established.
Maintaining a good relationship with the buyer is key, and your willingness to help will surely be appreciated. If you need more assistance, don’t hesitate to contact us.
I hope this information is helpful. Thank you for your attention and for being part of our community.
Best regards
Cinthia
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