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Returned to sender - what do I do now?

Hope someone can offer a few words of wisdom!

I sold an item on 29 Sep which the buyer paid for with Paypal.
Item was despatched via Royal Mail recorded delivery on 1st October.
It's just been returned to me today - apparently delivery attempted, returned to sorting office and not collected.

I've had no contact from the buyer to say they hadn't received it - to be honest if it were me waiting over 20 days for an item I'd definitely have been in touch!

I need to contact the buyer now but want to know if I'm ok to offer the following options:

1) I can re-send the item upon receipt of a further paypal payment for postage fee

2) Offer them a refund if they no longer want it but saying that they will get what they paid less postage, ebay insertion and final value fees and a relisting fee (ie I'm keeping £8.41 to cover my costs).

Does that sound reasonable? I certainly don't want to be rude to them it might be a genuine reason but I still think it's odd they haven't contacted me.

Comments

  • They may not have contacted you if they assumed the item was held up in the strikes. It's also possible that the postie attempted delivery, but didn't leave a card to tell your buyer that the parcel would be at the SO (mine is horrendous for doing that).

    I'd tell the buyer that you have received the item back, and that RM said it was uncollected. Ask them how they want to proceed, as to be honest, if it's RM's mistake (for not leaving a card), then the buyer is likely to be put out by being told they won't get their P&P back.
    Everyday I am asked to be a magician, in a world where magic does not exist.
  • pinkgem
    pinkgem Posts: 3,299 Forumite
    if buyer opts for a refund you don't need to charge them the final value fee as you can get this refunded by telling ebay through an unpaid item dispute, that the buyer was refunded for the item.
  • Ali_UK
    Ali_UK Posts: 302 Forumite
    So if they still want it who is liable for the postage cost? I'm assuming I have no comeback with royal mail re this as no doubt they'll say they did leave a card....arghh...dunno what to do!
  • nmm
    nmm Posts: 2,417 Forumite
    Part of the Furniture 1,000 Posts Photogenic
    I've had the same situation, the buyer paid postage again and the item was resent. Otherwise i would've refunded minus postage cost.
    Cross Stitch Cafe Member No1WIP: Cross Stitch: - Crochet:
  • Ali_UK
    Ali_UK Posts: 302 Forumite
    Cool, thanks guys. I've just said 'what would you like me to do now' as I thought it was easier than talking about postage and refunds on the first contact. thing is if they'd let me know they hadn't got it I could have tracked it but I assumed they'd got it but just couldn't be bothered to leave feedback...ah well...
  • Hintza
    Hintza Posts: 19,420 Forumite
    10,000 Posts Combo Breaker
    I have had two things back today and I've reposted and taken it on the chin, with all the strikes and nonsense that has been going on it will be hard to persuade the buyer to pay again.

    If the buyer claims non receipt you will lose your P+P charges and have the hassle of listing again and a neg to go with it. Is it worth the hassle?

    Buyer might admit it is their fault and be willing to pay again but if I were you I would just repost if they are not and still want the item.
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    loads of RD items are returned every week.
    a lot of people misread the cards and dont see they only have 7 days so your buyer may think its still at the local office.
    in the event of a buyer claiming non reciept after its returned to you the online tracking would show its a returned item
  • pinkgem
    pinkgem Posts: 3,299 Forumite
    i had an email from someone recently saying they hadn't received their item (she had purchased it about a month before) as royal mail had attempted delivery when they were on holiday and when they went to the sorting office it had already been returned to me. she said if i received it back she would send me the postage again.

    i contacted royal mail and found out it had only been returned that morning. I received it back the next day and sent a paypal invoice for the postage cost, it took the buyer about a week to pay but i sent it straight away when she did and received glowing positive feedback when she eventually received it. :)
  • Ali_UK
    Ali_UK Posts: 302 Forumite
    Well, the buyer said she had not received a card for this item but had received cards for other things from RM so given that RM have told me delivery was attempted on 4th October (but it was 1st class sent on 1st October - obviously someone was using it as a cushion for a few days!) which I believe was the first day of the strike so I reckon they never even bothered delivery. I knew Recorded isn't that reliable - we had a recorded letter just dropped through our mailbox the other day, no signature required!

    I decided just to send the item again to the buyer, it doesn't appear to be any fault of hers and I don't want to ruin my seller reputation :D

    I DID however phone RM customer service and tell them I wasn't happy to have paid £4.95 for a service that didn't even happen (i.e. no card) so they have logged a call, whether I get a reply or an apology or a refund whatever we shall wait and see!
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