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    1. tedstreasures is offline

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      #1

      How to handle refunds for returns that go missing in the mail

      I own a small business and was recently confronted with a problem I do not know how to handle. As usual, I sent a customer a refund for his return. However, he still has not sent the item back. Should I refund the money or wait?
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    2. Bill1357's Avatar
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      #2
      The customer should provide you with proof that the item he or she wishes to return, has indeed been sent to you and is on its way. You should always advise your customers to get a proof of postage from the post office when they mail returns to you for this very purpose.

      To remain professional, simply e-mail the customer that it seems the return package got lost in the mail and for business purposes, they need to send you a proof of postage.
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    3. SEOboy is offline

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      #3
      The big auction sites such as Amazon and eBay must have some sort of policy or opinion on this matter.

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      #4
      The standard procedure on eBay and sites like it when a return package is lost in the mail is to issue a statement to the effect that once the tracking number on the package shows it has arrived, the seller will then issue a refund. In the case that a seller does not respond, eBay will review the case and may issue a refund.

      EBay also recommends that the seller contact USPS or whatever carrier is shipping the return package. Basically, it lays all the responsibility of the refund on the buyerís shoulders.

    5. Dawgnation1689 is offline

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      #5
      What if I already refunded the money and still have not received the package? The customer will not respond to any of my communication, either.

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      #6
      There is not much you can do if you have already refunded the money. But if the original transaction and subsequent refund took place through PayPal, you can always file an Item Not Received dispute with the customer. PayPal will take the refunded amount out of the customerís account.

      The customer will have to provide you with proof of shipment or else give you back the refund. If the item comes back in an unsuitable condition, you can file a similar claim to get your money back.

    7. Dawgnation1689 is offline

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      #7
      I am afraid of getting a bad rating on my eBay account. If this can be avoided, I would do almost anything.

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      #8
      The best thing for you to do is remain professional with the person you are seeking the return from. Bring forward all communication with this customer, especially on agreements regarding shipping. Stipulate that as a professional, you need to be treated professionally and need to see proof of post before issuing a refund.

      If this does not work and you are still without a returned product, issue a complaint with eBay. Get an eBay staff person to investigate your complaint and work with the customer on your behalf.

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