Item not delivered yet buyer want return item
Hi
Hope you doing well
We sold item few days ago
Buyer selected special delivery post item but not delivered yet as not one at the address so item in local Royal Mail waiting for customer to collect it
However we received notification from amaz stayed buyer want to return item
Here is the reason
Return reason: Accidental order
Customer comments: Hhhhh
The buyer paid £8 for special delivery
Now the return opened requires Authorise or deny
However can see the comment buyer left not sure really bit annoying
Like advice how to deal with this please
18 replies
Seller_NoLYurmb006tq
The annoying thing here is if its not delivered to the customer or collected by them you have to give full refund.
Have you offered the customer a Re-deliver its free fromRM
If you have a RM account and it’s not collected eventually it will come back but the chances are they would collect the item and you loose out.
My suggestion would be to say to the customer delivery has been attempted and the refund can only go ahead once item is recived back, I can Re-arrange for another date or you can collect it when convenient… If they don’t get back to you go ahead and Re book it anyway on the off chance for Saturday more likely someone will be home
Seller_MAo514yIz77Tl
You would request redelivery so that the buyer accepts delivery and has to return it to get a refund.
You can autherise the return request as you wouldnt refund until the buyer returns the item.
I had a special delivery that was nit collected in may and only received this back yesterday they are way behind at the moment
Seller_NoLYurmb006tq
For return until its returned you don’t have to refund until that point, however in this instance they could switch it to item not delivered if they are clued up and end up going and collecting item after refund.
So look at it this way, if the buyer is not going to go and collect it to return it having a second shot at delivering it can help you if it gers delivered then you have done your bit.
Seller_2Zn4LKv3YOnlV
The item is your responsibility until it is delivered to the customer.
The customer has requested a return, which you should authorise as they are entitled to return any item unless the item type prohibits this (personalised items or underwear for example).
Customer can choose to leave the parcel with Royal Mail for them to return (they only keep Special Delivery items for a week before returning them) OR they can collect it and return it themselves. If they collect the parcel they are responsible for the cost of returning as they have ordered accidentally.
Once the item has been returned you issue a refund for the order value minus the charge for expedited shipping.
Sounds like you’ve done everything right 
Seller_XrX9BPqGnGQ2M
I’ve had this a couple of times.
First occasion, buyer simply refused to collect from the post office. I advised that it will get returned to sender after 18 days and that I would not be refunding the outgoing postage charge (it was deducted from the refund) as it was the buyer’s fault that the order was placed and that the seller should not be out of pocket. This I did once the parcel was returned.
However, as the item has not been delivered, you are still liable for an AtoZ claim once the buyer has contacted you, and as we all know, this is an automatic refund with a defect on your account.
Second occasion, I went into Royal Mail site and got the item redelivered as I had all the details required, date of missed post, delivery details etc. Customers are less likely to return once they actually have the item.
Good luck
Seller_3yhYGU61cigbH
Just accept the return, it’s in policy for the customer to be able to do so. Once the item arrives with you do the refund minus the extra paid for expedited shipping, if they ask where it is at any time ask for the tracking number, the return is their responsibility.
