Bit of a tricky return that has not returned!

[the_bald_orc]

Morning all,

Bit of a tricky one here. I had a higher value order (for my shop) the week before last, I sent it tracked 48 and realised it's not marked as delivered yet. I checked the tracking on RM and it seems that delivery was attempted on the 20th but recipient was not at address and it's being returned to sender. The usual path back through the RM system is shown but then it stops at my local mail centre in the early hours of last Thursday and hasn't moved since.

I realise that there's every possibility it will move again, but if it doesn't where do I stand? Unfortunately the tracking on eBay just shows it as being late, it's only on the RM site you see the full story.

I haven't heard from the buyer yet, should I reach out to them? I do think I will have to refund whether I receive the order back or not, but I'd like to check the general consensus. 

Thanks!

[bravergrace]

If it's at your local mail centre, I don't think you need to worry, but this is a situation where eBay (in my experience) will back the seller, as long as the sale wasn't a click-and-collect.

Did RM only make one delivery attempt?  They normally make two, unless the parcel was refused at the delivery address.

Personally, I'd wait and see if the buyer opens a case.   If they do, and eBay tracking is still not showing the attempted delivery, then enter the tracking into the case, and RING eBay CS, and get them to check the tracking and advise you.

If you get the parcel back, then it's up to you what you do.  The buyer may have given a wrong address (especially if it's a gift), and may be willing to pay for a redelivery to the correct address.  But eBay won't get involved unless someone asks them to.  

[ojewellery]

Up until 30th September I'd have agreed with the above but Royal mail now have a surcharge for undelivered items. (see screenshot below)

With the new rules I think I'd be messaging the buyer and letting them know they can arrange a redelivery or collect.  Advise should they wish to return without collection the refund could be compromised due to return surcharges and potential return beyond the return window.

Royal mail hold onto items for 18 days but it can be longer and they sit unable to be collected awaiting return, occasionally I've had items in limbo for months.

[bravergrace]

Thank you for that information.  I didn't realise that was already in force.

So the seller may be charged for a return, depending on the reason for the return (presumably "deceased" wouldn't be surcharged, but it looks as if everything else would), and the contract rules - in other words, whether they bought the postage themselves or through eBay or a third party... 

So the seller can't do anything until the tracking is updated, or they get a demand to pay the return fee, or the item turns up on their doorstep..

But I think the advice I gave is still good.  Since the item's back at the sender's sorting office, the seller shouldn't rock the boat.  If the buyer complains or opens a case, that's the time to take action - and that action needs to be entering the tracking number into the case and contacting eBay immediately to make sure the dispute system can see the delivery attempt, even if the main eBay system can't.

The seller should still win any INR case - the only difference is that if they decide to make a courtesy refund to the buyer, they should  deduct the return charge (if any).  Presumably if the item is worth less than the return charge, they don't need to pay it (does this depend on their contract terms, or are returns made and charged automatically?)

[moldosgifts]

If i have read you post correctly, You can go to mail centre to see if it there, you should win a case if opened as attempted deliver counts on eBay. But that is should, not will.

[4_bathrooms]

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@ojewellery wrote:

Up until 30th September I'd have agreed with the above but Royal mail now have a surcharge for undelivered items. (see screenshot below)

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Note that only applies to account services. If a Tracked 24 or Tracked 48 service is purchased via Royal Mail's website or eBay it is non-account Tracked which has it's own terms and conditions - there is no surcharge for non-account Tracked returns.

[ojewellery]

I forgot the terms would probably be different - good point.

Its an interesting one, I've not had time to fully absorb but my gut instinct is that I need to change my delivery terms to specify an action for non collection.  Plus I stand by if I become aware of an item sitting awaiting collection I think I'd give the buyer a nudge.

I don't want slow delayed returns, the buyer may not have had a card, I find cases awaiting eBay outcome quite stressful and would rather take preventative action than rely on not entirely consistent case management.

[padanpcparts]

Another reason I'm glad we don't use RM for anything but LL anymore. Shoddy company.