Do I refund now or wait for Packlink response?

[all_delivered]

Good Morning,

I wondered if anyone could help me with a current issue I have.

Last week a buyer purchased an item which was sent by Hermes through Packlink. Last Saturday, the tracking stated that the item had been delivered, however, the buyer messaged me to say it had not been delivered. When I looked at the tracking, it stated 'package delivered', and then after it stated 'package handed to courier'. It appears as though the item was delivered to the incorrect address and handed back to the courier (the address being around the corner from the delivery address). There is then no further status updates.

I raised a case with Packlink who opened an investigation and I am waiting on their response, which they say could be up to 30 days. I have this morning recieved a message from the buyer saying they want a refund for the item. What is the recommended action for this? Do I;

a) refund the buyer, knowing the parcel is in their vicinity and could be delivered anytime and wait for Packlink/Hermes to refund me (which i'm guessing they won't do if the package is then delivered)?

b) advise the buyer that an investigation is open and that appropriate action will be taken following its conclusion?

c) something else?

Many thanks for you time.

[john1297576]

You can't make the buyer wait. If they have opened a case, then after 8 days they can escalate to ebay who will refund at your expense, you still pay the selling fee and get a damaging defect on your account.

A Decent buyer would repay you when item delivered.

Packlink does  not deliver anything they just pass on to Hermes who don't have the best reputation for deliveries. 

I would never use any unnecessary middleman, if you want to use a Courier go direct, then when something goes wrong you know who to blame.