buyer not accepting tracked delivery and not responding to emails

[philly45]

Royal mail have tried to deliver my parcel to the buyers address on three occasions but cannot get an answer,the buyer is also not responding to any of my emails,what should i do?

[4_bathrooms]

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@philly45 wrote:

Royal mail have tried to deliver my parcel to the buyers address on three occasions but cannot get an answer,the buyer is also not responding to any of my emails,what should i do?

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You don't need to do anything.

As long as Royal Mail have recorded a delivery attempt you are covered as far as eBay's Money Back Guarantee is concerned:

Do not refund the buyer voluntarily unless Royal Mail return the item to you. As RM have attempted to deliver the item your buyer will have a card that allows them to collect and/or redirect the item whenever they wish so do not refund unless you have physically received the item back.

It's perfectly possible your buyer was simply at work or otherwise busy when the postie tried to deliver and will collect the item when they are able to; there really isn't any reason for you to worry at the moment.

[philly45]

thanks very much for the quick reply- much appreciated,just another question if the item is returned to me because the buyer fails to accept delivery who pays for return postage?

[moldosgifts · Accepted solution]

There shouldn't be any return postage, return of undelivered is part of the service,

[wattiesdad]

I was going to ask the same question. 2 delivery attempts made, card left, and I've messaged the buyer , but I have had no response. I know RM will send it back eventually (unless it gets lost) but what then? If I have to refund, will I have to refund them just the purchase price, or the cost of postage to them ? , which, if I have to refund, will be a cost to me.

[4_bathrooms]

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@wattiesdad wrote:

I was going to ask the same question. 2 delivery attempts made, card left, and I've messaged the buyer , but I have had no response. I know RM will send it back eventually (unless it gets lost) but what then? If I have to refund, will I have to refund them just the purchase price, or the cost of postage to them ? , which, if I have to refund, will be a cost to me.

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You don't have to refund the postage cost. If the buyer opens an INR claim you will win because you are only responsible for obtaining an attempted delivery scan; i.e. eBay treats attempted delivery as delivery where the Money Back Guarantee is concerned.

However, if the buyer subsequently opens a dispute with their payment provider you may not be protected because only a "delivered" scan will suffice (I'm not sure why that disparity exists). eBay do state in their payment dispute seller protections that if "The payment dispute relates to an eBay Money Back Guarantee case that was already resolved with eBay determining that the seller met their obligations to the buyer" the dispute is eligible for seller protection but that doesn't seem to negate the "delivered" delivery scan requirement.  

[dwhairandbeautystore]

I've just had someone do this again too. They initally emailed me a few days after the attempted delivery claiming they had not received their item.

I emailed straight back saying the tracking showed attempted delivery and told them how to arrange redelivery.

They didn't reply at all and have now opened an INR case. Again I explained how to arrange redelivery and again they have ignored me so I now believe this person is just trying to get a refund and will probably then collect their parcel, as this has happened to me before. 

[papso22]

Check out seller protection.  Ebay brought in accepting attempted delivery as delivered so that buyers could not do that.

[tressygirl]

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@dwhairandbeautystore wrote:

I've just had someone do this again too. They initally emailed me a few days after the attempted delivery claiming they had not received their item.

I emailed straight back saying the tracking showed attempted delivery and told them how to arrange redelivery.

They didn't reply at all and have now opened an INR case. Again I explained how to arrange redelivery and again they have ignored me so I now believe this person is just trying to get a refund and will probably then collect their parcel, as this has happened to me before. 

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They may well still receive their item,  but will not receive any refund from eBay. 

If they opened the INR case,  enter the tracking number and as it shows attempted delivery , it will close in your favour, no refund .

Just as an aside if you are a Private seller, sorry the page which usually shows this for me is not available,  for any future INR cases,  if you use Simple Delivery and an INR case is opened eBay deal with that refund,  they repay the buyer and you get to keep the original payout.  It's one big bonus of using SD !  🤗

From your username though I think you may be a Business seller?  So please ignore that last paragraph re SD!

@dwhairandbeautystore 

[dwhairandbeautystore]

Thanks for your replies. Yes I'm a business seller but sent it tracked thankfully, even though it was a cheap item as the buyer only has 5 feedback.

[dwhairandbeautystore]

I looked again at the tracking for this parcel and can see the postie actually tried to deliver it 3 times before the buyer claimed non-delivery.

He finally emailed back yesterday to say he didn't know where to collect it from. I explained the process of redelivery - he then said he'd already tried this twice!! So he knew they'd tried to deliver, yet opend an INR case!

I then had another person open a 'not-as-described' case for return this morning. Her photos show a product I've never sold and as I photograph every item I sell with the label I was able to call out her dishonesty and she very quickly closed the case, but is now 'highly offended' that I accused her of lying. Bloody people!