What should I do with this returned item?

[WhereTheWildThingsWere]

I sent a parcel out second class recorded, and it has been returned to me as uncollected.

I have e-mailed the buyer and offered to repost it (at their cost), but have had no reply.

What to do?

I should expect them to pay the postage again shouldn't I? It's not my fault they didn't pick it up.

In the same way, if they ask for a refund, then I presume I just have to refund the item price not the original postage?

[surreylady]

same happened to me a couple of weeks ago - buyer never replied so eventually refunded item cost minus postage - still never heard back - perhaps it is the same buyer!

[sixlostmonkeys]

you are correct about it all apart from - the refund should include the original p&p ie. a full refund

[WhereTheWildThingsWere]

Oh really? That's annoying as it isn't my fault.

[surreylady]

Six - Are you sure - if you have the tracking number (as required for Paypal disputes) and also the PO confirmation that it was not collected (which you get with the returned parcel) I think this is enough to win a dispute should they open one - otherwise buyers can simply not collect a package if they change their mind - as a seller you are already hit by the selling fees - I would (and did) refund net.

[WhereTheWildThingsWere]

don't know what to do now.

Really don't think I should have to refund postage, still haven't heard from the buyer.

[MatNanPlus]

Really six?

As far as i have found refunds are for the item perchased not for the postage also incurred.

[MatNanPlus]

purchased

[surreylady]

If you refund minus postage - the buyer can chose to open a dispute re the postage cost only as the rest has been refunded - in this case you can chose to refund if you wish - or let paypal decide based on the evidence - so I would go this route - especially since you have tried to contact them before refunding which you can show.

[geordieminx]

I had this a year ago, the seller never got in touch to say the item hadnt arrived, eventually it came back to me, so I emailed her to ask if she wanted it posting again, and that I would need postage costs, heard nothing, emailed another twice, still heard nothing so I kept the item and didnt refund

[sixlostmonkeys]

a refund is always a full refund. paypal only look at the tracking number to see if it was delivered - if not delivered then a refund is issued.

if you haven't heard anything yet then do nothing. if you do hear and she wants a refund you can always offer a refund minus the p&p, but if she argues this then....it's up to you