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Buyer requesting a refund.
Summary: clickcartuk01 sold a product worth over £20, including postage to Australia, and provided a valid tracking number. The package was handed over to the local courier and delivery was attempted twice with no success. After explaining the situation to the customer, the customer requested a refund. **peaseblossom** advised that if the tracking does not show delivery, a refund might be necessary, especially if a "not received" case is opened. *vyolla* suggested that since attempted delivery is shown, clickcartuk01 might not need to refund, advising communication with the buyer about arranging redelivery and contacting eBay if a claim is made, explaining the attempted delivery details.
Hi, i have sold my product worth over £20 includes postage to Australia, and i have fulfilled the order smoothly have given valid tracking number to customer,
package has handed over to their local courier and they attempt to delivered his package twice but no answer,
then i contact the customer and explain him all the situation.
after few days i have got message from buyer asking for a refund i don't know how to handle this case can anyone guide me to the right direction please
*vyolla*
Mentor1 month agoDid you send this out yourself direct to Australia or was it sent via eBay's Global Shipping Programme?
Either way, if tracking shows attempted delivery you shouldn't have to refund.
clickcartuk01
OP1 month agoyes i did my self sent out package with valid tracking and its showing attempted twice but no answer.
*vyolla*
Mentor1 month agoAttempted delivery should cover you against an eBay item not received claim.
Send the buyer a message stating that you're unable to issue a refund because their postal service still has the item, that attempted delivery has been made twice now, and that they should contact their postal service to arrange for redelivery on a convenient date and time for them.
Then wait and see if your buyer opens an eBay item not received claim. If they do, state in it that tracking number XXXXXXX shows that delivery was attempted twice to the buyer on (date) and (date) and that you have advised the buyer to contact their postal service to arrange redelivery, and that eBay's Money Back Guarantee does not apply when tracking shows that attempted delivery has been made. At this point, contact eBay as well explaining that the buyer cannot use eBay's Money Back Guarantee to claim here because attempted delivery has been made and the ball is firmly in their court right now.
**peaseblossom**
Mentor1 month agoIf the tracking does not show delivery and the buyer has opened a "not received" case you will have to refund their money. Maybe the item will be returned to you.
clickcartuk01
OP1 month agoShould i wait for the package being returned to me status, or should i refund the money to customer, has not opened the case yet?