Would you give this person the refund they are expecting?

blue_monkey_2

A buyer has mailed me last night asking me if I had chased up the package she sent back to me. She mailed to say it was coming back a few days after sh got it (poor fit) but it never arrived and I told her this through various email,. TBH I thought nothing of it as lots of people tell me they are returning things and never do so - they just don't bother I guess. I have nothing more from this woman until last night when she mailed asking if I have chased it up with the Post Office my end. The sale/return was last AUGUST and I followed it through until beginning of October 06 until I heard nothing more from her.

Of course she can't leave feedback or do a chargeback but I have no item to refund - she could of kept it for all I know - but I am always happy to do refunds and send replacements if I need to, but only if I have the original item first.

So, some opinions. I feel a bit of a cow for not being able to do anything other than tell her to chase it up with the Post Office her end - she is in the US - but what other choice to I have?

I have avoided answering her so far but any suggestions on wording would be appreciated. She is obviously expecting a refund from the mail she sent me. When she initially mailed about the return she asked specifically for another item to replace it with, it was more expensive and I ordered it especially at her request, I asked her if she wanted me to invoice her for the full amount and then I would refund her when the original arrived but she ignored all of my emails requesting any form of payment (she would have owed me around £20 with the cost of the return, around £30 total if I invoiced the item before getting the return back). After 6 weeks of polite emails every other week asking if she still wanted it and if she had sent the other item yet I decided that she must of changed her mind so gave up mailing her and listed it.

So, what would you do in my situation? I can't get a neg or a chargeback so I guess I should tell her that I can't help her and she'll have to chase up with US PO, but what do you think? I feel bad but I can't give her money for stuff that is not with me can I? Would you?? Have I done the right thing. However long you trade I guess things like this come up but what would you do in my situation?

AlexisV

28 days is a reasonable amount of time to sort things. Months and months of not answering emails mean you don't owe her anything. Ignore it and let it rest.

blue_monkey_2

Yes, that was my thought as well, I kind of felt bad and thought maybe I was being unreasonable as a seller (I do tend to think like this) so wanted another unbiased opinion before I mailed her.

Thank you.

Baby_J_2

Don't worry about it. If she had wanted a refund that much, she would have perstered you and pestered you, not left it 7 months.

pinkgem

there is nothing you can do, you have not received the returned the item and only the buyer can chase this up. she has also ignored emails from you and then months later decides to chase it up. she will have to make a claim with the usps for lost item.