Simple Delivery advice please

[share_trader]

I've had a parcel returned to me by Royal Mail that was sent using Simple Delivery about 1 week ago. I was on my way out when the postman returned it, so I didn't notice that the label (fitted by the Post Office employee) was torn in half and missing the consignee details, but the sender details remained. The parcel is unopened and the contents intact.

Tracking shows parcel acceptance by the Post Office and it being in the Royal Mail system.

I haven't been contacted by the buyer, eBay, or Royal Mail.

Clearly, if I'd have sent this using the old process then I'd have contacted the buyer and sorted things out, but with Simple Delivery I don't know what steps to take.

Any advice would be appreciated.

Thanks.

[jckl1957]

Personally, I don't think you can keep the buyer's money and the item.

I would message the buyer and explain waht has happened - just as you have stated here.

Refund the buyer.

Relist the item for the buyer to purchase again if they wish.

Or, message the buyer and explain what has happened and re-post the item at your expense.

This is not 'official' Ebay advice, but based entirely on what I would do.

[share_trader]

Thanks for your advice.

Definitely I want do do the right thing for the buyer, and at the same time avoid complicating things later down the line. What I mean is if I refund (which I'm happy to do), and eBay also refund because the package never gets delivered, that may start a chain of complications. I've been a member for just short of 20 years and kept a clean account - I don't want that messed up.

I'm leaning toward explaining to the buyer and asking them to contact eBay for the resolution under the new buyer protection scheme.

[jckl1957 · Accepted solution]

If you sent using Simple Delivery and the buyer opens an item not received case, Ebay will refund the buyer without involving you so you will have the buyer's payment and the item.

Ebay will only refund if the buyer opens a case.  They will not refund simply because the parcel has not been delivered - that would require action from the buyer (opening a 'not received' case) and lack of action from you (not voluntarily refunding the buyer even though you have the item back and know it is not going to be delivered.)