INR case opened, buyer won't collect or rearrange delivery

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Hi, sold a pair of shoes few weeks back, dispatched same day with yodel. Delivery was attempted 3 times and shoes returned to depot for collection or to re-arrange delivery.

Tracking was added to ebay, buyer messaged saying Where's my item, I explained the situation and gave them the information to re-arrange delivery, they said ok.

A few days pass and I see they haven't re-arranged delivery, so again I message and politely tell them it's waiting for collection or redelivery, they reply by saying nothing has been delivered yet 😤

A few days pass and they open an INR stating nobody has attempted delivery 🤷🏻‍♂️

Any advice on how to handle it? If I refund them, they can then simply collect the shoes afterwards, If I don't, surely eBay will anyway and I'll get a defect

Thanks in advance

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Posted 10 months ago·Last reply 10 months ago

5 comments

*guinevere*

Mentor10 months ago

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I would assume the attempted deliveries are on the tracking?

If you want to doubly make sure ebay are aware here is how to contact them,

eBay Customer Service

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OP10 months ago

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Thanks for the replies

I added tracking to ebay again for the dispute

Unfortunately there is no option to tell ebay of the 3 attempted deliveries, just

Update tracking

Message buyer

Refund buyer

The responses from the buyer are so vauge and all over the place, I feel like I'm being scammed 🙄

They're weren't expensive so it's not a huge issue, just the principle of it

I would have thought after 14-15 days at the depot they'd return them already 😤

*guinevere*

Mentor10 months ago

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I found this: However, Do not ask ebay to escalate the case or they may well end up refunding your buyer. Just follow what it says below.

If a delivery was attempted on eBay, check the tracking to see the next steps, and contact the buyer to let them know it's waiting for pickup. If the buyer opens an "item not received" case, you will be protected as long as the tracking shows an attempted delivery, so you should respond to the case by providing the tracking information and asking eBay to step in if the issue isn't resolved within a few days.

What to do

Check tracking: Look at the tracking number to confirm the attempted delivery and see if the package is being held at the local post office for pickup.
Contact the buyer: Send a message to the buyer through eBay to inform them of the attempted delivery and let them know the package is being held and how to arrange redelivery or pickup.
Respond to the "item not received" case:
- If the buyer opens a case, go to the case details and respond by providing the tracking number and explaining that tracking shows an attempted delivery.
- Inform eBay that the carrier made an attempt and the item is awaiting collection.
- If the buyer doesn't respond or resolve the issue after a few days, you can ask eBay to step in to help resolve the case.
- Wait for eBay to step in: eBay will review the details and may ask for more information before making a decision, such as telling the buyer to pick up the item or issuing a refund.
- When the package is returned to you: If the buyer never picks up the item, it will be sent back to you. In this situation, you are not obligated to issue a refund because the tracking shows an attempted delivery. You can then choose to refund the buyer minus your shipping costs or relist the item.

*guinevere*

Mentor10 months ago

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Unless ebay has changed the rules if the tracking shows 3 attempted deliveries it counts as successful delivery and your buyer is not entitled to a refund. Advise your buyer of this at the same time they start a case. Make sure ebay are aware of the tracking showing attempted delivery.

I'm going to try and find the policy so I can post it here.

red_magpie

Mentor10 months ago

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If an item hasn't been delivered, the buyer is entitled to a refund under eBay's money back guarantee. They don't have to collect it, or rearrange delivery.

If they haven't done so yet, ask them to open a case. Maybe somene here can guide you about the best timing to minimise the risk of the buyer being able to collect the item after receiving the refund. Sadly, you're unlikely to get any support from eBay if this happens; they don't seem to care about the seller when buyers manage to keep both the item and the refund. All you could do is report them for abuse of the MBG.

If you don't agree to the refund the buyer eBay will enforce it, and penalise you with an account defect.