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Buyer Address is Wrong
Hello community,
The buyer order's original shipping address is in Florida. Buyer has messaged me to re-route the order to Michigan (as the shipping address was incorrect). I have requested UPS (the carrier) to return the product to my warehouse (thankfully, we were able to intercept).
What is the best way to proceed with the order processing? Do I cancel the order (as buyer returned) and then instruct the buyer to re-order the item (with the correct shipping address)? Am I allowed to refund less the shipping cost (due to buyer error)?
Thanks everyone for your help!
2 comments
inceptions
Mentor3 years agoThe first thing you should do when you receive a message to change an address is to compare the user name on the message to the user name who purchased the item. It is not uncommon for a scammer to try to get a seller to redirect a shipment to him.
If the IDs match, then the request came from your buyer. To accommodate the request, cancel the transaction using the reason that there is an issue with the buyer's address, relist the item, and instruct the buyer to repurchase and select the correct address at checkout.
Unless you offered "free" shipping, yes you can refund just the item price, not including shipping. You can also deduct the package intercept charge you paid since the buyer asked you to do it. (Hopefully you explained to him there would be one before you ordered it.)
If it turns out the IDs don't match and you were dealing with a scammer, then you need to get the package back on the way to your original buyer ASAP by purchasing a new label at your cost.
miracletree
OP3 years agoHello! Thanks for your reply! We did intercept and cancel/refund the order. If the customer choses to reorder, we've instructed them to use the correct address (I confirmed the customer was correctly linked to the order as well).