Buyer Requesting Refund After Failed Delivery – Despite My Attempt to Contact

[artistica_57]

Bilkul Masood, yahaan updated version hai jo aap eBay Community forum par as a seller post kar saktay hain — ismein aapki baat clear ho jati hai ke aapne timely contact kiya tha:

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Hi everyone,

I’m a seller on eBay and recently shipped an item to a buyer. The initial delivery attempt failed, and as a responsible seller, I immediately messaged the buyer through their eBay inbox to inform them and ask for updated delivery instructions.

However, the buyer did not respond until two days later — by that time, additional delivery attempts had already been made and also failed.

Now the buyer is requesting a full refund, saying they weren’t given any chance to reschedule. I understand their frustration, but I did try to reach out right after the first failed attempt to prevent exactly this situation.

I want to make sure I follow eBay policy correctly. So:

• Am I required to offer a full refund in this situation?

• Since I made a timely attempt to communicate and the parcel was undelivered due to lack of buyer response, am I still held responsible?

Appreciate any input or similar experiences from other sellers.

Thanks in advance!

[jckl1957]

If the buyer opens a case and states the item was not received, then Ebay would close the case in your favour because delivery was attempted - as long as the tracking confirms this.

However, although you state you are 'a responsible seller' and want to 'follow Ebay policy correctly', you should be aware that you should be trading using a business account which displays the details of your business.  Private accounts are not for sellers who are buying with the intention of reselling.

Details here to help you upgrade:

https://www.ebay.co.uk/sellercentre/selling/create-ebay-business-account