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The buyer requests a refund for an item in storage
Good morning everyone, about a month ago I sold an item in Spain, but the courier didn’t find anyone at home and left the package in storage pending collection.
I immediately got to work and sent the buyer a total of 3 messages (2 via eBay chat, one to his mobile number written in Spanish) informing him that he would have to pick it up, along with the UPS link and address.
He replied to the first message saying he would come by the following day, then disappeared and didn’t respond to the other 2 (which I sent, of course, about 10 days apart when I saw he was collecting it).
Today I received a request from the buyer for a full refund for item not received and I wanted to understand how I should handle this. First, the package is still sitting in storage (and this, together with the fact that he doesn’t respond to messages, makes me doubt the buyer’s good faith); second, to a similar question I had asked before receiving the refund request, I was told that if the item were to be returned (which, I repeat, still hasn’t happened) I would only have to refund the item and not the shipping costs, but in the request it only gives me 3 options
1) update the shipping details
2) refund the buyer
3) send a message to the buyer?
I’m wondering if there’s a way to contact eBay and sort this out with tracking proof and the messages I sent?
Thanks a lot to anyone who replies
marioelegio
Mentore1 year agoI’d go with option 1 and send a printout of the tracking highlighting the hold.
To talk to eBay customer service, use the link (ask us to call you) at the bottom of this page……https://www.ebay.it/help/selling/managing-returns-refunds/come-gestire-una-richiesta-di-rimborso-venditori?id=4115
hi
mario