Recipient refused to accept delivery

[ruth247206]

Hi - I sent an item to a buyer via Royal Mail 48 hour tracked. The tracking states the buyer refused to accept the delivery (not touched and unopened) and the item is being returned to me. I’ve contacted the buyer to query but they say they say it didn’t arrive. I have proof it was sent to the address provided and that it was refused. Apparently the item is now on its way back to me.

Do I have to simply swallow the delivery charge and send once again to the buyer - maybe via an alternative courier? I’m confused who should take the hit on this. Hoping to follow up with Royal Mail but assuming they’ll simply say they tried to deliver but it was refused. 

Thanks for any advice on offer!

[papso22 · Accepted solution]

According to the money back guarantee you don't have to refund anything as the buyer lost protection from the money back guarantee when tracking showed refused.

They would probably win a dispute through their funding source though.

There is no actual guidance for what to do in this case but I would refund in full and then block them, but only when the item comes back.

[ruth247206]

Thank you! This is really helpful advice.