Customer failed to collect package in time, now wants refund
I sent an item to a customer the day after purchase. I know it arrived within a few days but the customer was not there to receive it. It was subsequently re-directed to the Post Office for collection but was not collected from there within the time limit for for which they store uncollected mail.
The customer says he was informed the item had been returned to me the seller but this would be impossible as there was no return address attached.
Am I obligated to refund an order that I have proof was sent in good faith and delivered, - and could not have been returned to me the seller - simply because the customer did not collect it before it was ‘removed’? Is the liability not his?
Customer failed to collect package in time, now wants refund
I sent an item to a customer the day after purchase. I know it arrived within a few days but the customer was not there to receive it. It was subsequently re-directed to the Post Office for collection but was not collected from there within the time limit for for which they store uncollected mail.
The customer says he was informed the item had been returned to me the seller but this would be impossible as there was no return address attached.
Am I obligated to refund an order that I have proof was sent in good faith and delivered, - and could not have been returned to me the seller - simply because the customer did not collect it before it was ‘removed’? Is the liability not his?
7 replies
Seller_2Dzy6vm3YOx8K
Short answer is YES! You are obligated to refund.
Seller_EHYOwAkoZV3Hb
This was a basic error on your part which I guess you will now avoid for future sales.
Seller_2Dzy6vm3YOx8K
Longer answer is It might not seem fair as essentially the buyer chose not to collect, but you didn’t exactly help the situation by failing to put a returns address on it. Was there not even an invoice or packing slip in the parcel that had your address on? If so then it should eventually get back to you. However in the meantime you have to refund as the tracking shows the buyer didn’t receive it and you will (hopefully) avoid an A-Z case and associated defect if you just refund now 
Seller_d5xGVic0qWqw7
You are reaponsible as you did not have a return address.
We always refund once parcels are not picked up and come back in regular post. We refund in full and put a note in the refund * customer did not collect*
Seller_BeDCXFnol2weV
we get our fair share of uncollected parcels (part of life) but would not dream of sending out parcels / letters without a return address on them, asking for problems ?
