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Package refused by the recipient
Good morning, I shipped a package via SDA (shipment purchased through eBay's shipping manager) and now it's being sent back to me. According to the tracking on the website, it appears to have been refused by the recipient (a pickup point), but the buyer tells me they never received it and certainly never refused it. What should I do now? Thanks.
5 comments
marioelegio
Mentore3 years agoWe should try to understand why the fermopoint refused the package.
Here there is a problem on which there isn’t much reference documentation; the customer did not receive the package and probably also did not receive the pickup code from the fermopoint. As the seller, you shipped correctly to the address ebay gave you. In between, the fermopoint refused the package.
Now, if the refusal was due to the package being damaged, it’s a problem that you and the courier will have to sort out (SDA will surely say it was damaged because of insufficient packaging). If it was refused for other reasons, I wouldn’t know how the situation will unfold.
The goods always remain the property of the buyer, who has the right to receive them intact and without further costs.
In the meantime, open a complaint with Packlink (the ebay operator)... https://support-ebay.packlink.com/hc/it/articles/115003421369-I-5-requisiti-imprescindibili-per-aprire-un-reclamo-
Then let us know how it ends up.
bye
mario
robyseller80
OP3 years agoHi, thanks for the reply. I got the package back in the afternoon. Now I’ve asked the buyer for their home address so I can send it there. Did I do the right thing? Can I still file a complaint with Packlink?
marioelegio
Mentore3 years agoSurely you can file the complaint, since you’ll have to pay for the new shipment.
To figure out who has to cover the new costs, you need to look more closely into why the package was refused at the pickup point.
hi
mario
robyseller80
OP3 years agoI opened a ticket, let's see what they tell me. How do I find out the reason for the rejection? I also wrote to Sda/Poste but they still haven't replied.
marioelegio
Mentore3 years agoOnly they and the owner of the Fermopoint to which the package was intended can know. I would try contacting the latter; maybe it's no longer affiliated.
hi
mario