Parcel delivery issues

[Izzyschangelingisarriving]

I sold a parcel and sent via courier.

On Friday I had a messagevfron courier today there were issues with delivery - on checking tracking it says buyer refused delivery - which they categorically deny.

I instructed courier to 're deliver which they are but they have 3-5 working day turn around - so wed-Fri this week.

Buyer has emailed me demanding a refund.

Wwyd.

[Izzyschangelingisarriving]

So I would have to issue a refund knowing the item is in transit to the buyer.

[fergoose]

Don't refund until you have the item back - could the buyer be lying about refusing delivery. It does sound a bit odd?

You can add the tracking number to paypal/ebay now too

[Izzyschangelingisarriving]

It all sounds a bit odd - I dont think they have refused delivery, but who knows, I have sent this now

"As you are aware, the courier is saying you refused the parcel, and they were instructed to redeliver to yourself on Friday, as per my message to you then.

They have a 3-5 working day turnaround, which is this Wed - Friday.

I am unable to process a refund while the parcel is still in transit to yourself, as potentially, you would then have the refund and the parcel (I am not suggesting you would do this, but obviously there needs to be protection on both sides).

If you are not prepared to wait, then you would need to refuse the parcel again and I will process the refund when the parcel gets back to me. I am more than happy to provide you/ebay with screen shots confirming all of the above if you wish to provide an email address.

I am sorry for all the issues with this delivery, I have never experienced any issues with this courier before and I use them regularly - as you can see I have 100% feedback so this is not the normal service I receive from them."

[Izzyschangelingisarriving]

And I have added tracking details to ebay - good idea.

[SecondhandRose]

Why would he be demanding a refund? He has bought something and you are getting it delivered. He can re-list it if he doesnt want it.

[Izzyschangelingisarriving]

It was paid for on the 2nd December, he is saying he isn't prepared to wait for the item any longer, I dispatched it on the 3rd December, the rest of the delay is down to the courier (or buyer depending on which of them is correct).

[fergoose]

so the courier have taken over a week to attempt first delivery? I guess the delay is down to Christmas.

[Izzyschangelingisarriving]

I have had a few courier prob lately - but with stuff I have bought and not with this courier.

They tried to deliver on 8th - didn't email me til 10th.

Just have to see - I'm not sure if they tried to deliver more than once.

But I don't think refunding a parcel I knowis in Transit is a ggood idea.

[YouSeveredHead]

Make sure you keep all the screen shots.

I had a buyer refused a parcel and because it was royal mail I didn't know she'd refused it till it was actually returned to me. This was weeks after eBay accept she'd not received it and fully refunded so I was out of pocket.

[lljkk]

Do not refund until you have it back whatever you do.

Does anyone know...? if OP arranges to have it returned I presume the courier will still charge her: does she have a right to charge the buyer for the full courier costs? I imagine yes.

[fergoose]

no - if the item is not received the buyer is entitled to a full refund, and that is what ebay will give if there is no online proof of delivery.

[Izzyschangelingisarriving]

fergoose - I would refund them, had a coat go missing and have refunded them, its just refunding them, when the parcel on its way to them I am concerned with.

I would rather wait, until at least the courier confirms it is being returned.

The courier is being lax - but I have kept buyer up to date - this is going to screw my 100% feedback isnt it!

[Izzyschangelingisarriving]

Sorry meant to ask - what would you do Fergoose?

[fergoose]

I would wait until I had the item back before refunding - there is no way I would refund them when the item is on its way back to them.

Don't worry about feedback - doesn't really matter at the end of the day does it.