Large Order to Denmark, Buyer Refused Delivery & Opened Returns Case

TKPeters

Thanks for the replies Guys & Girls

2 points

1; How can deduct the return costs from the refund?
This is more than the outgoing costs [as we don't have negotiated contract outside the UK] & this is the responsibility of the buyer under EU consumer contract regulations, as its change of mind, rather than a fault issue.

2; Does the return case auto close if I don't respond to it?
The buyer nor us will not have access to the return tracking until its returned back here & I've been told this may take weeks, depending on the depot in Kopenhagen

the_lunatic_is_in_my_head

There should be an option to offer a part refund on the return, (I believe the idea is the buyer keeps the item and gets a bit back which if they accept closes the return).

There should be a message box to advise the buyer they are entitled to the original cost of the goods plus the basic rate of shipping to their destination minus the cost of return which totals £x refund.

I'd also advise them this is in accordance with EU Directive 2011/83/EC. (I think that's the correct one but best to double check).

Do you have the ability to request redelivery? The buyer may prefer the keep the goods that pay out for their return.

qurious

At Christmas I ordered a meat pack from a seller on ebay with a 24 hr delivery time, when the parcel company tried to deliver it 51 hrs after dispatch I refused to take the parcel, it wasn't even in a van for carrying frozen products. I opened a case with ebay for INR and ebay found against me even though as far as I was concerned the seller had broken the terms of the contract by trying to deliver 51 hrs after dispatch and transportation was via an ordinary van, so the case opened against you may not be so cut and dried and ebay may find in your favour. The parcel was not marked as delivered until the case was closed in their favour.

TKPeters

the_lunatic_is_in_my_head wrote: »

There should be an option to offer a part refund on the return, (I believe the idea is the buyer keeps the item and gets a bit back which if they accept closes the return).

There should be a message box to advise the buyer they are entitled to the original cost of the goods plus the basic rate of shipping to their destination minus the cost of return which totals £x refund.

I'd also advise them this is in accordance with EU Directive 2011/83/EC. (I think that's the correct one but best to double check).

Do you have the ability to request redelivery? The buyer may prefer the keep the goods that pay out for their return.

OK, Slightly confusing, as eBay says they keep the item on a partial refund.

Buyer has told me, not to contact them again & just to refund them in full, which will not be happening.

I have full control of the outgoing parcel via the tracking system
& I've given him the option to accept a redelivery & to return it back to us under his own means, which he has also refused, even though it would be cheaper.

the_lunatic_is_in_my_head

TKPeters wrote: »

OK, Slightly confusing, as eBay says they keep the item on a partial refund.

Sorry what I meant was the buyer is offered a refund minus your £100 return fee + extra P&P paid over basic rate and parcel is returned to you leaving everyone with what is due.

But the buyer does have to agree to the part refund, don't know what happens if they decline.

You said in the OP Buyer has opened a Return Case [Better Price Found] do you mean better price found is what they've selected, i.e the eBay return is change of mind and not SNAD?

If so I believe (unless your return policy has "seller pays for return postage" selected) the buyer has to return something to you with tracking.

If the buyer is being that difficult I'd focus on getting the goods back and see how the return plays out, last thing you want is eBay refunding the buyer who then goes and collect the goods!

theonlywayisup

qurious wrote: »

At Christmas I ordered a meat pack from a seller on ebay with a 24 hr delivery time, when the parcel company tried to deliver it 51 hrs after dispatch I refused to take the parcel, it wasn't even in a van for carrying frozen products. I opened a case with ebay for INR and ebay found against me even though as far as I was concerned the seller had broken the terms of the contract by trying to deliver 51 hrs after dispatch and transportation was via an ordinary van, so the case opened against you may not be so cut and dried and ebay may find in your favour. The parcel was not marked as delivered until the case was closed in their favour.

This is quite relevant to the OP. In years gone by both PayPal and EBay would rule against a buyer for refusal. Refusal used to be deemed as being "not fair play" and both had the term in their money back/seller protection.

I'm not on a computer to be able to look to see if it still there.....but it may be worth the OP checking, as this will protect the INR counter claim and the failure of the buyer to return the item should be sufficient for a change of mind case.

The buyer can still then try his hand with a SNAD and sending something else in return.......it's a nightmare solution but the OP needs to stay one step ahead.

the_lunatic_is_in_my_head

theonlywayisup wrote: »

This is quite relevant to the OP. In years gone by both PayPal and EBay would rule against a buyer for refusal. Refusal used to be deemed as being "not fair play" and both had the term in their money back/seller protection.

I'm not on a computer to be able to look to see if it still there.....but it may be worth the OP checking, as this will protect the INR counter claim and the failure of the buyer to return the item should be sufficient for a change of mind case.

The buyer can still then try his hand with a SNAD and sending something else in return.......it's a nightmare solution but the OP needs to stay one step ahead.

There was mention on one of the eBay boards about a buyer who lost an INR because the parcel showed as attempted delivery and they didn't want to go and pick it up/have it redelivered.

There's no mention in the T&Cs of the guarantee on such limitations but eBay seem to be making their rules up as they go along whilst being poor at updating help pages so they may have taken a logical step in protecting sellers.

soolin

qurious wrote: »

At Christmas I ordered a meat pack from a seller on ebay with a 24 hr delivery time, when the parcel company tried to deliver it 51 hrs after dispatch I refused to take the parcel, it wasn't even in a van for carrying frozen products. I opened a case with ebay for INR and ebay found against me even though as far as I was concerned the seller had broken the terms of the contract by trying to deliver 51 hrs after dispatch and transportation was via an ordinary van, so the case opened against you may not be so cut and dried and ebay may find in your favour. The parcel was not marked as delivered until the case was closed in their favour.

OP though has a returns case open, not an INR, the rules for protection are different.

Brooker_Dave

I think ebay will just refund, and OP will have stump up for return, or let the parcel company dispose of whatever it is.

Sadly in the world of internet retailing, the customer is always right, and always gets a refund if it's some sort of card based payment.

soolin

Brooker_Dave wrote: »

I think ebay will just refund, and OP will have stump up for return, or let the parcel company dispose of whatever it is.

Sadly in the world of internet retailing, the customer is always right, and always gets a refund if it's some sort of card based payment.

I think there is an element of that. For the likes of Amazon or other big retailers a few 'returns' or refusals isn't going to break the bank, but it can make a lot of difference to a smaller online seller.

I lost out on postage big time when a book I sold on Amazon a good few years back went tracked signed for- the lot, to Norway and buyer refused it as whilst it was on the way to him he found his own copy and didn't need mine. My losses weren't anywhere near the £100+ of the OP, but at the time the £18 or so I paid to send a £100 book fully covered really made a dent in my months income from Amazon.