Policy for re-sending an item undelivered?

moneypooh

I've tried to search for this but not been successful.

I sent a recorded packet in March and it was returned to me with a Royal Mail note stating 'not called for'. I assume it wasn't signed for and not collected from the PO.

I'm happy to re-send but who is liable for postage? Logic would suggest the buyer would need to re-pay postal charges is this right by ebay rules?

I have sent 2 ebay messages stating that I have the packet and do they want a refund for the item or re-sending, no reply.
Do I just refund without postage or wait for them to reply.

What happens if they open a non-received claim?

Thanks

theonlywayisup

The seller is liable, unfair as it may seem.

But, I tend to find that if I email AND message the buyer and let them know what has happened (they may not have been carded by RM) they repay, I always ask what they would like me to do.
Most offer to pay again.

If you check the tracking at https://www.royalmail.com/trackdetails you can give them a screenshot showing it was attempted with them.


If you don't hear anything say after 7 days, then refund. But bear in mind if you refund less the postage, they may well open a case against you.

moneypooh

Thanks, that seems so bizarre! The packet is quite heavy and I'll end up only making about £1.50 if they do go for a re-send at my cost.
Let's hope they are fair

The tracking number is clearly marked on my ebay & paypal account and I checked yesterday and it does go through to the failed delivery.

theonlywayisup

Well perhaps you may want to cut your losses now and refund.

moneypooh

If I do the full refund now can't the buyer give me a neg?

pinkshoes

moneypooh wrote: »

If I do the full refund now can't the buyer give me a neg?

Yes, they can unfortunately.

You can only respond with something like "buyer failed to collect parcel from post office"

forgotmyname

Buyer may not have known about the delivery. My postman rarely leave cards when they fail to deliver.

bxboards

moneypooh wrote: »

I've tried to search for this but not been successful.

I sent a recorded packet in March and it was returned to me with a Royal Mail note stating 'not called for'. I assume it wasn't signed for and not collected from the PO.

I'm happy to re-send but who is liable for postage? Logic would suggest the buyer would need to re-pay postal charges is this right by ebay rules?

I have sent 2 ebay messages stating that I have the packet and do they want a refund for the item or re-sending, no reply.
Do I just refund without postage or wait for them to reply.

What happens if they open a non-received claim?

Thanks

Don't re-send, the buyer doesn't want the item, as he is not replying or chasing you up.

I would refund minus postage.

When a buyer fails to collect, this is not a Cancellation under Distance Selling Regulations (cancellation is an active step, failing to collect is passive), so you are entitled to refund minus postage.

If the buyer raises a Case, phone eBay and remind them that their own rules say that a good faith dispute does not exist if the buyer makes no effort to receive the parcel.

chancesare_2

bxboards wrote: »

Don't re-send, the buyer doesn't want the item, as he is not replying or chasing you up.

I would refund minus postage.

When a buyer fails to collect, this is not a Cancellation under Distance Selling Regulations (cancellation is an active step, failing to collect is passive), so you are entitled to refund minus postage.

If the buyer raises a Case, phone eBay and remind them that their own rules say that a good faith dispute does not exist if the buyer makes no effort to receive the parcel.

This is a paypal transaction. You cannot prove the buyer 'makes no effort to receive' and in any case this is not needed in law.

Buyer is entitled to ALL of the oringinal transaction refunded.

bxboards

chancesare wrote: »

This is a paypal transaction. You cannot prove the buyer 'makes no effort to receive' and in any case this is not needed in law.

Buyer is entitled to ALL of the oringinal transaction refunded.

If they raise an Ebay case, and you can talk an agent through tracking and show them the rules about a good faith dispute, then the Case may be closed.

The rules about a good faith dispute is useful here.

Paypal would side with the buyer - Ebay I would be happy to take my chances especially if I can talk to an agent (in Dublin, not Manila!) through the tracking and remind them off the good faith guidance.

I am not going to get into a debate about a sense of 'entitlement', but would be happy to debate that too due to the lack of a buyer initiated Cancellation.

I'm saying don't just roll over here..

Obviously_the_best

When something I sell is undelivered, I'll wait for the buyer to contact me. If the eBay claims window closes and they still haven't contacted, then i'll refund the item price without postage.