Buyer Rejected Parcel and it's not been returned

19lottie82

Just over a week ago I sold an item on ebay, after it was dispatched buyer messaged me to say she wanted to cancel item. I replied and said it had been dispatched but if she wanted to return it at her own cost, I would refund.

She messaged me last night "Have you got this back yet?". I replied "no" and asked when she had returned it. She told me she had told the postman she didn't want the parcel and to return it to sender (i.e. rejected the delivery).

This was a week ago and I haven't had anything back yet.

If it doesn't show up, what are my seller rights here, will I have to refund, or are her buyer rights voided? Google suggests conflicting opinions.

glentoran99

You will have to refund the buyer as you wont be able to show delivery. if you dont get it back you should be able to claim from the delivery company

soolin

AS above the buyer gets a refund as they do not have the item (unless you can prove otherwise). My Last return to sender took almost 3 weeks to get back to me, goodness knows where it went.

19lottie82

glentoran99 wrote: »

You will have to refund the buyer as you wont be able to show delivery. if you dont get it back you should be able to claim from the delivery company

Delivery company is Royal Mail. So I'll still have to refund even if there are ebay messages from the buyer clearly stating she rejected the delivery?

I have found many threads on the ebay sellers forum where people have said rejecting a package voids a buyers protection. So this is false?

Thanks!

glentoran99

19lottie82 wrote: »

Delivery company is Royal Mail. So I'll still have to refund even if there are ebay messages from the buyer clearly stating she rejected the delivery?

I have found many threads on the ebay sellers forum where people have said rejecting a package voids a buyers protection. So this is false?

Thanks!

Pretty much, they claim non receipt you have to provided tracking details to pro0ve delivery, if you cant they win

custardy

Did you have a return address on it?

theonlywayisup

19lottie82 wrote: »

Delivery company is Royal Mail. So I'll still have to refund even if there are ebay messages from the buyer clearly stating she rejected the delivery?

I have found many threads on the ebay sellers forum where people have said rejecting a package voids a buyers protection. So this is false?

Thanks!

Ebay used to have a clause regarding goodwill. The specifics were that if a buyer refused a parcel the goodwill agreement was broken and therefore the seller would be covered for INR. However, this went some years ago, 3-4 perhaps.

19lottie82

ah ok, thanks people.

not really what I wanted to hear as im not convinced RM will compensate if it doesn't show up. and yes, there was a return label)

chancesare_2

Why don't you think RM will compensate.

If you have the COP and assuming you aren't OBA then you will be covered.

the_lunatic_is_in_my_head

19lottie82 wrote: »

If it doesn't show up, what are my seller rights here

In theory as a private seller they have no return to return so if it doesn't come back tough on the buyer.

As a business, if they are cancelling and you've provided the correct information, you have to refund within 14 days of proof of a return or the return arriving, again if it doesn't arrive tough on the buyer (as they don't have proof they've refused it unless it was tracked and tracking shows as such).

In reality the buyer can open INR claim, if they pushed for a refund, me personally, I'd ask them to open an INR case anyway and then report them.

It was the buyer's choice to return the goods without proof and thus the risk is on them, that said return to sender stuff can take a few weeks to arrive so if they weren't pushy I'd advise them a refund will be made upon receipt, it make take a few weeks to arrive back and try to stall them beyond 30 days past the ETA at which point they can't escalate an INR claim to eBay.