Courier was not able to deliver item so it is being returned.

kcfb

Hi,

I sold an item last week. The courier (UPS) has tried to deliver both to the buyers address, and to a local Access Point for collection, but has been unsucessful, so the item is being sent back to me. The buyer has great feedback, and I believe him when he says that he was in for the delivery, and the Access Point was open when delivery failed. He has asked that I send the item again, this time using Royal Mail. I'm quite happy to do this, but want to ask the best way to do this. I understand that eBay procedure would normally be for me to refund the buyer less postage costs, once I have the item back. Is this still the case if I want to re-send it? Ideally I want to give a full refund, including postage, as I feel that the fault here is with UPS, which is my responsibility.

My thinking here is to issue the refund (including postage if possible), and then list again so that the buyer can start again from the beginning. Do you think that this is the best way forward, or is there a better way please?

Thanks.

Chappers27

If the customer wants the item again, I am not sure why you wouldn't send it out again. Presumably you make profit on the sale? I used to sell loads of items on Amazon, and fulfil myself and Id either use Royal Mail or Evri. UPS is typically a B2B carrier. I would get onto UPS customer service and try to find out why the item could not be delivered to either a home address or an Access Point (which is a high street location). I would think that the whole refunding the customer would only occur at the point of customer not wanting the product, not just because the delivery failed. In my opinion anyway!

kcfb

Thanks for the reply. I've not been in this position before, and I am concerned in case eBay have an automatic refund process that kicks in after a return like this, so I end up with no item, and no funds if I just send it out again? I'm very possibly overthinking it.....

savergrant

How was postage arranged? Most private seller items on ebay are simple delivery, where ebay arranges carriage. Only letter-sized items, items over £750 and some very heavy items are now excluded.

Is this item excluded for any reason?

If it is simple delivery you could relist but opt out of all carriers except royal mail. Buyer should report INR and see what ebay does.

If it isn't simple delivery is the tracking info correctly uploaded to ebay?

kcfb

Thanks both. I originally used Custom delivery rather than Simple, and used UPS. The item is not on any exclusion list. I've always used UPS as they are usually so reliable - I have used them over 100 times, and this is the first time I have had anything returned fortunately.

I've now received the item back, and have chosen to just resend it with Royal Mail. I wasn't aware, but eBay give you the option to add additional tracking details, which I have done, and the item should be re-delivered tomorrow, hopefully.

savergrant

https://forums.moneysavingexpert.com/discussion/comment/81881972#Comment_81881972

Custom postage is only available for letter-sized items under £20 (and not in all categories), items over £750, and some bulky items (again only in some categories) so it is very surprising that you had the choice if you are registered as a private seller.

kcfb

The listing was done several months ago. At the time, Simple delivery was optional.

savergrant

https://forums.moneysavingexpert.com/discussion/comment/81884019#Comment_81884019

And we've since had messages that 'all eligible listings' have now been updated to simple delivery (sometimes with some odd postage sizes) so it's surprising your listing hadn't been updated to simple delivery.