Simple Delivery

[polinka.grhw]

Hi everyone, I’ve come across many kind and helpful people here, so I’m hoping for your advice.

I recently sent an item via Simple Delivery. A few days later, the buyer messaged me saying she had forgotten to update her address in the system as she had just moved, and she gave me her new address.

Now the tracking shows the parcel is being returned to me with the note “recipient unavailable at address.” What would you reply to the buyer in this situation?

[akemp1]

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@polinka.grhw wrote:

Hi everyone, I’ve come across many kind and helpful people here, so I’m hoping for your advice.

I recently sent an item via Simple Delivery. A few days later, the buyer messaged me saying she had forgotten to update her address in the system as she had just moved, and she gave me her new address.

Now the tracking shows the parcel is being returned to me with the note “recipient unavailable at address.” What would you reply to the buyer in this situation?

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I would ask the buyer to update their address with ebay and say that once the item is returned then I would issue them a refund and then relist for them to buy again with the correct address. Never to post to an address a buyer tells you in a message only the checkout address.

I presume you paid the SD as your listings are showing as free postage but I don't fancy your chances getting a refund from ebay it's probably a write-off sadly. Unless you think the buyer is willing to accept a partial refund to cover the wasted postage you paid?

[polinka.grhw]

But should I ask her to open an “item not received” case, right?

[*vyolla*]

As it's a Simple Delivery I'd ask your buyer to open an item not received claim with eBay and then see what develops.

They can still re-purchase the item when you get it back and relist it.

[akemp1]

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@polinka.grhw wrote:

But should I ask her to open an “item not received” case, right?

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They can if they want as the worse case is they would get a refund from you it shouldn't cause any defects on your account and you would be refunding them  anyway. Ebay might even make a mistake and refund them without charging you thinking the carrier has lost the item.

[style_wise]

If your Buyer opens an INR case, eBay will close it in your favour because eBay counts attempted delivery as delivered (so your SD tracking counts as 'delivered' even though the address was wrong).

According to eBay you need do nothing further. As a good Seller I would offer a courtesy refund of the Item Price only (not the postage). If I felt the Buyer had a genuine reason for the problem, I would do as @akemp1 suggests and relist the item for the Buyer to buy again with correct address. If I felt the Buyer had a suspicious reason for missing the delivery then I would put them on my Blocked List and not let them repurchase. Again stress for the Buyer that you are helping out of the goodness of your heart. 😉