how do you handle a "refused" package?

[SageNThymeDesigns]

I just received a package that I had sent to Germany in June. Tracking shows it was 'delivered' on July 6 and the package was marked "refused" on July 13 and eventually returned to me almost 2 months later. It was for custom children's linen clothing. My shop policies are pretty clear that I do NOT offer returns or refunds for refused or returned to sender packages. I contacted the buyer to see if she wants me to make a new listing to have it shipped again. I've not heard back from other communications and it's been almost 3 months since she made the purchase.

Not too sure what to do other than stick to my policies. I feel like I held to my end of our contract and made the custom clothing to the requested specification, shipped on time and in the manner indicated and tracking shows it was delivered. I may not ever be able to resell this outfit...

[DaManoHandmade]

I would keep the outfit for some time , in case the customer contacts you and wants it shipped and then just let it go.
Don't think you can do more as you already tried to contact the customer and didn't get an answer.

[Former_Member]

think the same, just hold on to the item, she may have had to move and in the chaos completely forgotten about it, i wouldnt offer a refund as you have upheld your part of the deal.

[SageNThymeDesigns]

Thanks ladies, I will continue reaching out via the only means I have (Etsy convo and email). I'm really not sure what else can be done to communicate.

How long do customers have to leave a review? I guess I should keep trying until that window has closed.

[DaManoHandmade]

60 days from estimated delivery time (that meaning your processing time plus maximum estimated shipping time).

[NataBurgos]

I think you would need to wait if the customer replies to your messages. I had a similar situation, I waited and the customer never answered back, despite I sent several etsy convos and emails.

I also think that you should not refund the item either, if the purchase was made more than 2 months ago, at least on paypal you can't refund. You have to make a payment to the customer. So it's best to wait if the buyer gets in touch with you.

[SageNThymeDesigns]

It's been well over 60 days since the date of purchase (and the date of delivery for that matter). I'll keep it open for a little while longer and see what comes of this. Thanks for all your support.

[StuckOnSilver]

Hi, Joanne, you might contact Etsy staff for guidance.

[CircusOfCelebrations]

If the customer hasn't contacted you to ask for a refund, then why would you be worried that they are expecting one? It's an unusual case, and I'm glad you are so contientious, but sometimes we make things more stressful for ourselves than we need to. Maybe there was an upheaval in their life and they don't live there anymore. I think it's fine to just keep it and wait, in case you hear from them, then ship it when you do.

[Former_Member]

I would just keep the package for a few more weeks and all the proofs that you have sent the item and that it was refused. Custom made items are not usually refunded.. i think anyone can understand why, etsy administration included.

Sometimes... these things may happen for a very wide number of reasons, and the costumer may still request for it to be shipped again... in which case you should charge the postage again as it was not your fault.

I don't believe that the client will request for a refund... but i see a scenario where he/she may request a resend.