Buyer requested to return item before it was delivered, do I need to refund postage?

[threadgame]

Hi all,

Long story short, buyer in Canada purchased a jumper, took over a week to pay customs fees, said they had paid it, now just over a week later the item has been returned to myself in the UK as it states on the tracking 'return to sender requested'. The tracking just shows as being 'at the national sorting hub' before this.

I've questioned the buyer, and all sorts of stories are being told. In their words 'They told me delivery was made but it wasn't' and now 'I blocked my card due to suspicious activity'.

What do I do in this sitch? Obviously they will be refunded for the item, but having to absorb £18 on postage hurts.

Thanks all!

[jckl1957]

If the buyer refused delivery because of customs fees, they are not actually covered by the Ebay Money Back Guarantee and should not be able to win a claim against you.

Has the buyer opened a case?

[threadgame]

Thank you for your reply!

The buyer hasn't done anything yet, but I wanted to know what had happened, as they previously mentioned they had paid customs fees. I can see on the return package it says 'duties and taxes awaiting payment' and 'hold until 9/3/25'. Essentially the buyer didn't pay them, said they did, then lied about delivery being attempted.

[jckl1957]

Personally, I would wait now.

You have the item back and the buyer's money.

Don't refund them anything yet and don't message them again - especially if they keep changing their story.

[tommystrezures]

I suspect that the buyer didn’t pay the duty and the message return to sender requested will be the national carrier not the actual buyer. 

there is a very good tracking site called parcelsapp Google it pop your tracking number in there. It usually shows more info than say Royal Mail etc. that may have more details.

[threadgame]

I totally agree, I'm not going to say or ask anymore, particularly as the buyer mentioned 3 different scenarios over messages.

[threadgame]

That's the vibe I'm getting also, just not sure how eBay look at from a returns / refund point of view.

I'll give that a look, very useful!