Refunded customer but parcel now delivered to the customer

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A customer opened an appeal on eBay as their parcel was not delivered. We issued a refund on 2nd September, but after checking the tracking today (3rd September), it now shows the parcel has been delivered.

Since the customer has already been refunded and is not responding to our messages, how can we go about recovering either the parcel or the payment from them? They previously advised “not received, sorry” but are no longer communicating with us.

hrserviceparts

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Posted 11 months ago·Last reply 11 months ago

2 comments

hrserviceparts

OP11 months ago

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Hi,

We contacted the customer and shared the tracking details along with the delivery photo of his door. He claimed the parcel wasn’t delivered, so we asked him to provide a picture of his front door for comparison. It’s now been over 48 hours with no response.

The payment of £149.99 looks like it’s something we’ll have to accept as a loss. Shame eBay can’t step in and help the same way they help customers in getting a refund.

@tressygirl

tressygirl

Mentor11 months ago

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This does sometimes happen, but when it does, there is nothing which can be done through eBay, as that transaction was closed with a refund.

Send the buyer a message. Say you are happy to see that tracking has now shown delivery perhaps here you can apologise for the lateness of that delivery. Ask for them to please now repay you for the item.

This can be done with the buyer sending you a Friends and Family payment through PayPal, they will need a PayPal account for this, Or, you an send them a PayPal invoice for this amount. They do not need a PayPal account for this and can pay you there by various card payments.

Nothing to enforce them to repay you, unless if it's for a large amount of money, legal action is sought.

@hrserviceparts