Sent an item to a buyer, but they don't avail themselves to collect. Do I have any protection?

[ziplock9000]

As a seller I've sent an item to a buyer who wasn't in to accept the parcel at home. The delivery service took a picture of the front door and will attempt the delivery again tomorrow.

I sent a nice message to the buyer explaining the situation, giving them a nice subtle hint to be in or advise a space place to leave the item.

If the worst comes to the worst and the buyer does the same again tomorrow and the item returns to sender (me), what are my options within eBays policy?

In the past I've sent it out again with my own money, but I feel this is wrong on many levels.
I've seen people say they would only offer a refund for the item minus the P+P.. But what about ramifications regarding bad reviews.

Just to add the tracking number IS part of the sale, so eBay can see delivery was attempted.

I'd really like established answers, not guesses please.

Thanks.

[tressygirl · Accepted solution]

Attempted delivery counts for ' delivery' in eBay's eyes,  so if a case for item not received is made at this point,  then entering the tracking number will close the case in your favour,  no need to refund.

If you haven't done so already,  good idea to enter that tracking number now,  where you marked the item as dispatched.

If the item returns to you at some future date, you'll have the item and the buyer's money,  so one has to go.

Do not post it out again just cancel the order citing Problem with Buyer' account.  This will fully refund the buyer and your seller performance will not be affected.

You can relist the item again and message the buyer to say the item has been relisted if they wish to buy the item again from you.

@ziplock9000

[zoomingmouse]

On Ebay, yes:

Evidence of successful delivery
We require all of the following to prove a successful on-time delivery:

• Tracking number that can be validated on the shipping carrier's website and which was uploaded to eBay before the latest estimated delivery date;
• A delivery status of "delivered" or "attempted delivery" (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient's address, showing at least the city/county or postcode (or international equivalent) that matches the one found on the Order details page; and
• Signature confirmation, on orders with a total cost of £450 or more. Learn more about our signature confirmation requirements.

If you won your case on Ebay then they should also protect you from a chargeback. I say should because there are cases where this has not happened.

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli... 

There are also some catogories that are excluded from protection - have a read of the Money Back Garantee for the full terms.

On the few occssions I've had this, I have asked the buyer to pay postage again & have then posted it again. This is when I've had good communication with them.

If they've never replied then I refund & move on.

[eastern-lights]

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@tressygirl wrote:

You can relist the item again and message the buyer to say the item has been relisted if they wish to buy the item again from you.

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I would not do that.  “Insanity is doing the same thing and expecting different results.” At the very least I would want an assurance from the buyer that they are in a position to take delivery somehow.

[ziplock9000]

>On the few occssions I've had this, I have asked the buyer to pay postage again

Does eBay provide a mechanism to do this?

[tressygirl]

If the item is returned to you, and  you wish for the buyer to buy the item from you again it is best to relist it with a new postage cost so you will hve that new tracking number to enter when you mark the item as dispatched.

@ziplock9000 

[ziplock9000]

How would I stop other people from buying the item? Can I make it private to that person?

[moldosgifts]

Just add them to your blocked buyer list.

[ziplock9000]

Would that protect me from any negative feedback from them?

Would it protect me from any sort of eBay mechanism they could use to get the item sent out again (for free) etc?

[*vyolla*]

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@ziplock9000 wrote:

Would that protect me from any negative feedback from them?

Would it protect me from any sort of eBay mechanism they could use to get the item sent out again (for free) etc?

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Your buyer may leave negative feedback, if it breaches eBay policy you can apply to have it removed.

There is no way that your buyer can get the item sent out again for free. 

Personally, in these circumstances I would refund less outgoing postage cost if you receive the item back, and I would add the buyer to your Blocked Buyers list before relistng the item, else you could end up in some kind of groundhog day scenario here.

However, I feel that this is all jumping the gun a bit. Loads of people aren't in first time round for the delivery, particularly this time of year. Hopefully they'll be around to take delivery second time round, or will make arrangements with Evri.

[ziplock9000]

I see it more as preparing myself rather than jumping the gun, as I've had this happen last week and I want to know what to do without needing to rush and make bad choices like I did the last time.

Thanks.

[*vyolla*]

Keep us updated, it's easier to advise as a situation emerges.

[rjwilmsi]

Most couriers will hold an item for at least a week pending further instructions before returning item to sender. Which courier and service did you use? Royal Mail hold items for 18 days before returning to sender. That would give you plenty of time to get in contact with the buyer and book a redelivery or let them collect the item. If the buyer doesn't respond you can always book a redelivery for Saturday when they are more likely to be at home.

Some buyers are quite relaxed about missed deliveries and collecting items. While you may have stuck very precisely to the timing/service stated in your listing and the courier was on time, for many other sellers they seem to do whatever they like including dispatching late, changing courier, not providing tracking number. So buyers may conclude that they can't plan to be at home on a specific day in anticipation, they just see what happens.

In my view, if I have a buyer who is unable to organize themselves to receive or collect an item then I am not going to sell the item to them again, they are going on my blocked list and I will resell the item to somebody else.

[zoomingmouse]

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@ziplock9000 wrote:

>On the few occssions I've had this, I have asked the buyer to pay postage again

Does eBay provide a mechanism to do this?

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No, I don't think so since they introduced Managed Payments.

I would ask for payment in to my Paypal account, if they also had an account.

Others to consider would be a cheque, postal order, bank transfer, a PayPal Friends and Family payment.

There are probably other ways, but none that I've personally used.

Hopefully it's already sorted by now, or will be collected tomorrow, being a Saturday, if they work weekdays.