Seeking Advice on Handling Undeliverable Package (FBM) and Refund Request
Hello everyone,
I hope someone can shed some light on how to handle this situation. I shipped a package with free shipping, but it was marked as undeliverable and is being sent back to me according to the tracking information. Meanwhile, the buyer has requested a full refund.
Should I wait to receive the returned item before issuing the refund? Additionally, what should I do if the item gets lost on its way back to me?
Any advice or experiences shared would be greatly appreciated.
Thank you!
Seeking Advice on Handling Undeliverable Package (FBM) and Refund Request
Hello everyone,
I hope someone can shed some light on how to handle this situation. I shipped a package with free shipping, but it was marked as undeliverable and is being sent back to me according to the tracking information. Meanwhile, the buyer has requested a full refund.
Should I wait to receive the returned item before issuing the refund? Additionally, what should I do if the item gets lost on its way back to me?
Any advice or experiences shared would be greatly appreciated.
Thank you!
15 replies
Seller_OvL8C4BJWiuS9
Regardless, you need to refund the purchase, it was never delivered to the buyer. If it gets lost on its way back to you, then you take it up with the carrier.
Seller_YvPJcV8cv0Kiu
This is one of my (3) pet-peeves.
Amazon accepted the address given, you shipped it, and now its been returned as NSA NSN etc... *Sadly, you will have to refund 100%.
- Your buyer can leave you a negative feedback. (1)
- Your buyer can open a claim AtoZ (2)
- Your buyer can even do a bank reversal (3)
Sorry Kelce - (Amazon is better than you) 3 things for 1
Seller_AGy1D7zR02le3
Yes refund it, this is an issue with possibly the address, but could be the post office. I have many repeat buyers and they come back undeliverable. Yet the address is perfect. Nothing wrong with it. The post office for whatever reason sent it back. Although nothing wrong with the address. We reship it and it gets delivered. The post office is a mess
Seller_NeEaL0fZm9yZ6
Refund the buyer, its not their fault. Deal with the shipping company or take the loss. Its part of doing business online we all know USPS does this all the time for no reason.
Seller_NxQTyL4zOqAYv
Put a hold on the refund bus!! Hopefully it is not too late. if you purchased your shipping through Amazon, which you should, you are covered for INR's regardless of reason, not delivered, can't be delivered, or tracking says it was delivered. Doesn't matter, if you purchased shipping through Amazon and shipped on time Amazon pays the refund. You need to direct the buyer to file and A-Z claim and Amazon will make them whole.
Joey_Amazon
Hi @Seller_NE3UNsc0AIfut,
Thank you for utilizing the Forums!
It seems that you have already received suggestions on how to deal with this scenario.
If you are still uncertain on how to proceed, feel free to share the order ID and I'll be happy to take a look at it.
Thanks,
Joey
Seller_2CsvG0qInWffu
Hello Seller_8tt8,
1-Contact the buyer and see what the problem was, example, did they use the correct shipping address, did they move.
2- If the above is true, offer a replacement to a different shipping address with no additional charges.
3-If they do not agree to a replacement, a refund would be required immediately.
Seller_kf0slmBQWjylD
Every week I'm bringing packages back to the Post Office because the carrier marks them undeliverable or insufficient address. I'll either call the customer to confirm the address or google it. Many times its a valid address. The Post Office will revalidate the postage and send it back out again.
