Sold an RC bugsta car, shipped but RTSd...

[toysandthings12]

So, sold an RC bugsta buggy car to a chap a couple of weeks ago.

Shipped 2 days after purchase.

Apparently was refused at delivery and has made its way back to us. RTS.

Customer contacted us a few days after its refusal wondering where it is.

lol, the delivery addresses and paypal address match and thats where it went,

customer however had since replied with a different address and says GF

did the purchase and had it going to a post office for protection from theft.

However the address didnt say anything about a post office etc and

just that its been refused delivery.

Anyway, item arrived back to us.

Tracking shows it as delivered....:)

So heres the question, how do we go about getting out of this without losing

more freight money and ebay fees.

It cant be shipped to the newer address as per paypal rules.

So needs to be cancelled refunded etc.

Do I require the customer to request a return and then inniate a refund after that

deducting the freight costs...:)

Or if its dodgy do I request ebay to step in? or wait for paypal to do something.

Previously few months back I found it impossible to cancel refund a sale

after its been shipped. And had to refund via paypal and lose the fees.

Any ideas?

[curraone]

I've read here that you never never ask ebay to step in.

Does the delivery show delivered at the buyer's address?   or does it show delivered back to you?

[brerrabbit585]

Isn't there provision in the rules somewhere that if a buyer refuses delivery they aren't entitled to a refund?  Have you got something in the tracking to say that it was refused?  If you have, make sure you take a screenshot of it in case it disappears.  I'm pretty sure this was discussed pretty recently in another thread.

[purplemon18]

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@toysandthings12 wrote:

Previously few months back I found it impossible to cancel refund a sale

after its been shipped. And had to refund via paypal and lose the fees.

---

Refund using paypal, then email or call ebay and request your fees back.

I did exactly this a couple of months ago. Once the refund has been processed on paypal, ebay support can see that and will manually credit the fees.

The only other thing I can think of is to ask paypal what they think you should do.

[brerrabbit585]

I may have been thinking of overseas sales where people refuse to collect the parcel because of customs fees.

[brerrabbit585]

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...

Click on the + sign where it says "read the full policy" and you'll find this:

Not covered

• Buyer's remorse
• Any reason besides not receiving the item or receiving an item not as described in the listing (see the seller's return policy for return options)
• Items paid for using any payment method not listed above
• Duplicate claims through other resolution methods
• Items damaged during local pick-up
• Items not delivered when the buyer arranges pick-up or delivery of the item (for instance, the buyer arranges freight)
• Click & Collect items that weren't collected by the buyer
• Local pickup items that weren't collected by the buyer
• Items sent to another address after original delivery
• Vehicles, Real Estate, Websites & Business for Sale, Classified Ads and services, Tickets
• Digital Goods and Intangibles, with the exception of digital gift cards

I'm not sure how they could do a claim for item not received when they refused delivery.  That'd probably come under buyer remorse. They certainly can't claim it wasn't as described.  

You could ask them for more money to re-post it, but it sounds like you could run into problems.  You could also refund minus any costs (postage, fees) rather than refunding the full item price and then be asking ebay to refund the fees.  The buyer caused the problem so you shouldn't be the one having to chase everything up.

[curraone]

sometimes we get carried away thinking the buyer is trying to rip us off

maybe you can sort it out

use the seller hub to access the buyer's email, and talk to them.   Maybe they still want the item - realise it's their fault - will pay extra postage to have it sent again -   they could pay you the extra postage through paypal

[davidc4430]

not saying the buyer is a shonk

however

if a buyer mucks about with adresses then its on him/her if things go awry IMO

you have fullfiled your end of the contract, you delivered to the address the buyer suplied, if that address was incorrect its on the buyer.

at this point id be loath to be resending, 

id offer a refund and a block to buying from me.

having recenty had a bad experience with a buyer i'm not so easy convinced buyers are honest.

lucky for you the item was returned in the same condition as it was posted

[justkidzbiz]

If you refund via PayPal, you will still be charged Paypal fees.

[brerrabbit585]

When you do a full refund through paypal you only lose the 30c surcharge. If you do a partial refund you don't pay any fees on the refunded amount.