Help! SNAD and two INR cases!

[Anonymous]

Hi guys - I need a bit of advice,. this has been a weird few weeks --- arrgghhh!! 

I have three issues pending and I don't know how to deal/close them properly to get the best possible outcome.

I will try and bullet point these cases and my responses to them:

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1. Canadian customer files INR Item Not Received for eyeshadow (sent with stamps) --- NO tracking # to enter so I replied with message only ~should arrive soon, please wait a few days, etc.  

This was 10 days ago - no response from buyer, no escalated case by buyer.  Case still open.   What do I do now if anything?

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2. US buyer files SNAD for makeup concealer (sent with stamps) -- says shade is too dark for her (she purchased wrong shade for her skin tone - have sold 167 of these previously with no issues) --- I replied by selecting  "Accept Return" and then  selected ~cannot purchase return  label in buyers country~.

Then system asks me to upload proof of return shipping reimbursement via email or receipt.  I contact buyer thru messages to ask for return ship cost so I can reimburse.  Do not hear back from buyer, no return info uploaded by buyer.    

What do I do now, if anything?

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3. US buyer files INR Item Not Received (when in fact was just simply inquiring if item has been sent out).  Sent via Sm Packet Air - NO tracking to upload so I replied with message only - should arrive soon, please wait (California address), etc.

Buyer replied - ok, will wait, thanks for info.   Knows there is no tracking, may still escalate? (paranoid here, lol).

What do I do now, if anything?

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All three of these buyers have feedbacks of under 4 (One is a feedback of 1).

Thanks for any advice,  I just want to have the best possible outcomes for these so I don't get dinged too bad.

This is insane, have never had this many cases at once in my 11 years of selling!!! 

[pierrelebel · Accepted solution]

1) do nothing.  Wait for buyer to contact you.

2) considering the low value of the item, it is not worth returning.  Advise the buyer that you will process a full refund through PayPal and suggest the item be given to someone who can use it.  Then add buyer's ID to your "blocked bidders" list.

3) do nothing. Wait for buyer to contact you again.

[mr.elmwood]

Exactly what Pierre says.

[rose-dee]

If it's any comfort with respect to the Canadian sale, I think Canada Post has been unusually slow this Christmas season.  

I can tell you that I've ordered three items online that are taking longer than normal to arrive.  One was sent by Expedited Parcel and took over a week, so I can imagine regular parcel services aren't any better.  

I agree with Pierre's advice, and especially his suggestion concerning your 2nd item (wrong makeup shade).  The problem from your end is that without the ability to purchase a (U.S.) shipping label, you could end up reimbursing the buyer for shipping and never see the item, or lose half the item's value just getting it back if the buyer is honest and returns it.  

EBay encourages us to tell buyers to "Return for refund", but the reality is that's not always the most reasonable or feasible solution.  

[Anonymous]

THANK YOU!!

Both of you for your speedy replies, straight to the pt solutions, and putting my mind at ease!!

sending cheers