Customer returned parcel as "No Longer at This Address" but I didn't get it back & She wants refund

[andy_birch]

Bit of a long story but here goes....

Customer buys a £60 item and due to the 9pm next day collection cut off, I produced the postage label straight away.  I then get a message from her to say the address on the account is incorrect and could I send it to another address (in Northern Ireland where the original address was in Scotland).

I  explained I can only send to the address on the account.  Apparently it was her son's address.  I suggested that her son could forward it on to her, which she agreed to.

Anyway the parcel was delivered but was not accepted by the person at that address (assuming the son) as the addressee didn't live there.  So it was marked as return to sender.

I have yet to have the parcel back (now over a week).  The tracking still says it's being returned to sender.  The customer has now opened an item not received case and wants a refund.

Where do I stand?  I don't see why I should be out of pocket for the £60 item when it was their actions that caused the issue.  Will Ebay agree with me?

Thanks for your help.

Andy.

[jckl1957]

As long as you have added the tracking to Ebay, and the tracking shows attempted delivery to the address the buyer used at checkout, Ebay should close the case in your favour.  You can contact Customer Services, get them to check the tracking and close the case.

When you get the parcel back (returns are not prioritised so it could be a few more days) contact the buyer.  I would refund them in full and relist the item.  Then, if they still want it, they can buy it again with the right address.

[red_magpie]

the parcel was delivered but was not accepted by the person at that address

If the tracking record states that delivery was refused this will disqualify the transaction from any protection under eBay's money back guarantee.

If delivery was simply recorded as "attempted" eBay will treat this as being successfully delivered, and the buyer should lose any case they open for a refund. Although eBay may defer their decision to allow further time for possible redelivery.

[andy_birch]

Thanks for your replies.

This is what the tracking says:

Tracking history

Saturday 14 June 2025

10:18

Recipient not at address. Returned to sender.

Renfrew DO

09:11

Due to be delivered today by

Renfrew DO

05:16

Item Received

Glasgow MC

 

There is no update on the tracking since then.

 

Regards,

 

Andy.