Undelivered parcel return within the deadline and customer return request 4 days later
Summary: lbda85 shares an experience where a customer does not pick up a parcel in time via Mondial Relay, which causes it to be returned. Four days after the return, the customer wants a refund, claiming a change of mind. koalagris advises contacting eBay customer service, since an uncollected parcel is not covered by the customer guarantee, and discusses the refund terms without the shipping fees. lbda85 appreciates the quick response and clarifies their request.
Hello,
Has anyone among you ever encountered this problem before?
A customer places 2 orders with me and I ship them the same day, in one single package!
Despite several SMS messages from Mondial Relay and messages via eBay messaging, I inform the customer that their orders are waiting at the relay point they chose.
This person does not pick up the parcels within the time limit and so the parcel is returned to me.
4 days later, while the parcel is waiting for me at a return relay point, the customer opens 2 return requests!
And on top of that, the customer is acting in bad faith because they say they changed their mind and are requesting a return!
Here is their email, dated 13/07/2024 even though the parcel was sent back on 12/07/2024, following the last SMS they received on 10/07/2024.
"HelloI was not able to pick up the order in time.I did not know you used Mondial Relay.The pickup points are not at all convenient for me.Also, I receive a message on Thursday telling me I have 2 days left to collect it,But yesterday at 6 p.m., I was told that the parcel had been reshipped that very morning.The schedule is weird there.Honestly sorry".
How can I refund the customer without the return shipping fees?
Thanks for your replies.
JC
koalagris
·2 years agoHello @lbda85
Contact customer service because a package that hasn't been collected is NOT covered by eBay's customer guarantee: these disputes therefore have no reason to exist (I won't even get into the inconsistency of asking for a return when the buyer has nothing to return 😭)
https://www.ebay.fr/help/policies/ebay-money-back-guarantee-policy/rglement-de-la-garantie-client-ebay?id=4210&st=3&pos=1&query=R%C3%A8glement%20de%20la%20Garantie%20client%20eBay&intent=garantie%20client%20exclusion&lucenceai=lucenceai&docId=HELP1238#specialcoverage-inr
"without return shipping costs" = you mean without postage costs... Take the opportunity to ask them the question about the partial refund (which you would only do after getting the package back).
Best regards
lbda85
OP2 years agoThank you for your prompt response!
Indeed, for lack of wording, it had to mean "without shipping costs"! 😁😂