Rejected package – who pays?

[IndySales]

I had an item returned to me by FedEx as “package rejected – order canceled.” According to tracking, the label was deemed to be unreadable at some point, requiring “relabeling.” However, it seems the new label had the wrong address. Well, maybe.

I explained the situation to the buyer, and while I was going to refund them in full, they (for whatever reason) described the packaging in detail and asked if it matched the description of the box I used, which it did. So despite the item being supposedly mis-delivered, they know what the package looked like.

As it stands:

* I refunded for the cost of the item (not shipping)
* They’re asking me to ship the item back for free
* They’re contacting eBay to see what they have to say

No cases open or anything. This is just something that’s been happening in the background for a few days and has yet to resolve.

I don’t like leaving buyers in a position like this, but with the weird discrepancy of knowing what the package looked like I’m hesitant to give into their demands. Part of me says to refund out of pocket, while the other says I’ve already done all I can do. I need input!

[Sharyn]

One thought is to call eBay yourself and ask about the options and the steps you took so far.

The other thought is to re-list the item and tell the buyer to re-purchase it.

Just a thought on FedEx: You would expect them to have all the advanced technologies compared to the USPS, but I find they have a problem with scanning a label unless it is perfectly clear. Sometimes my printer just needs a head cleaning. But, sometimes it starts to leave out vertical lines of ink, and I have to do a nozzle check and a head cleaning in order for the labels to be clear enough.

I wish that FedEx labels would print out on the Dymo. It would be so much easier.

[IndySales]

Yes, agreed on the Dymo. FedEx and the weird international labels are the only reason I keep an inkjet printer around these days.

I’ll have to pay closer attention to the contrast of the prints. I believe a few other packages went via FedEx around the same time as this one, so I’m wondering if it was an issue with the color of the box or a miscalibrated FedEx scanner, as the problem with the label occurred about half-way to the destination.

Checking in with eBay is a good idea, although I always wonder if the reps are giving me accurate info when it comes to theoreticals. I wonder if they’d defer to FedEx?

[bcfol440]

I had this happen with USPS – First Class to France. A very nice man, buying a tiny trinket. France messed it up and sent it back to me. Buyer still wanted it and asked if I would resend it. (NOT via GSP). I said well, what the hell, I will just buy a new label outside the ebay system (using Pirate ship, $14) and send it. He got it, positive FB, and we all moved on.
Yes, I could have said “you owe me $14, France post isn’t my issue.” But, I didnt. Shrug.

[bcfol440]

Re: FED EX LABELS
I had an employee had me a stack of the fed ex plastic sleeves and said “make sure to put your label in here.” So – maybe ask for some when you go next time. She seemed to know things. Yes, seems like it should be fine without – but why not.

[Sharyn]

You can get the plastic sleeves shipped to you for free, but you have to sign up for a FedEx account online (also free). I used to pick them up from the store, but they run out occasionally.

[Zach]

In order to print FedEx labels on my thermal printer, I signed up for the Adobe Photography plan ($10 month). I just save the label as a PDF, then open it in Photoshop. I can adjust the label’s position when I click print so it will fit on my label properly. I use 4 x 6 labels with a Zebra thermal printer. It’s worth the $10 to avoid the hassle of using my laser printer.

[sonia]

This is what I would do, but I have no idea if it’s the best course of action b/c I’ve never encountered this problem.

I would ask the buyer how they know what the package looked like.

I would also call fedex and ask them what address was on the new label, and whatever additional detail they may have on why the package was returned.

The responses to these would help me get a better idea of whether the non-delivery was the buyer’s fault (maybe they somehow rejected the package?), my fault, or FedEx’s fault. If my fault – re-ship or refund. If buyer – no refund, ask them to paypal you money in order to re-ship. If FedEx – call them see if they can give you a credit or issue you a new label for free or something.

Of course a call to ebay won’t hurt.

[Author]

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