Buyer won't reschedule delivery. I shipped their order to the address they provide(tracked).

[domdom123452013]

Buyer will not re-schedule delivery. I shipped the order to the address they provided (tracked). Parcelforce have updated the tracking status (which the buyer has access to). The status shows that they could not deliver the parcel and that they can re-schedule delivery or it can be collected from the depot, which they are now refusing to do. I contacted Parcelforce on their behalf to see if it can be re-scheduled for them. I have advised them on how to retrieve their parcel and offered to reshedule the delivery again for them. They have now filed a complaint saying i have not delivered the parcel and that their order is 'incorrect'.

[*susiesue*]

Just before Christmas the exact thing happened to me.

I sent them the link to re-schedule delivery but they didn't and they eventually opened an Item not Received case and I had to refund their entire payment.

A month later Royal Mail returned it to me so if you have put your address on the package eventually you should get it back.

[john1297576]

"i have not delivered the parcel and that their order is 'incorrect'."

What does that mean? If he has opened a Not As Described Case, he cannot open a not received case at the same time, then he will have a problem as he will have to return using tracked postage. 

You need to clarify exactly what he has done.

It really sounds as though he has changed his mind and now doesn't want the item only a refund.

[m25jet]

Personally I agree with what @john1297576 has already said in that it sounds as though the buyer has changed his mind and is simply refusing to accept the item.  If you included an "If undelivered please return to..." address on the package then you should get the item back eventually, in which case send the buyer an e-mail if he has not already opened a case in the eBay Resolution Centre and ask him to open a returns request.  If he goes along with your request then refund the buyer's money via the case in the eBay Resolution Centre and the case will close automatically as soon as the money is credited back to the buyer's account.  If you refund the money this way you will not end up with a refund-related defect on your selling account; however, if you were to refund the buyer's money via PayPal then your account would end up being hit with a refund-related defect so it is best to avoid logging into your PayPal account and refunding the buyer's money that way.