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Buyer provided invalid address, item returned to sender - what steps to take?
A buyer purchased an item from me a few weeks ago, but provided an invalid shipping address. After a failed delivery attempt, the item was marked as return to sender, and it was in transit limbo for a few weeks until it showed up today.
In the meanwhile, I attempted to contact them through the account that the purchase was made from, but did not receive any responses. Instead, I received a message from a different eBay account claiming to be the same person (with screenshots of the tracking), attempting to get me to reroute the package, but I declined so as to not void my seller protections.
When I contacted eBay customer service with the above information, they just told me to cancel the order, which is an option for an incorrect shipping address, but doing so would put me out the shipping cost, which was over $100. The final value fee was also around $100. I see the option for offering partial refunds, though none of the reasons offered would be valid for my issue.
I'm just wondering if anyone has dealt with something similar and if there's a preferred course of action, as I haven't had an issue like this in 20 years of casual sales.
Thanks for any feedback you can provide.
comics-scifi-collectibles
Mentor8 months ago@thegaminggrove Do NOT cancel the sale. That is bad advice. Per the eBay Money Back Guarantee packages that are returned to sender are not covered by the MBG policy.
Go to the sold listing and issue a partial for the item price only.
You can issue a partial refund by going to the sold item on this page> https://www.ebay.com/sh/ord/?filter=status:ALL_ORDERS
Next click on the 3 dots next to the item. Then scroll down and select Send Refund, it's the last option on the list. For reason select Other. Then enter the amount that you wish to refund.
Then select sell similar to relist the item and they can purchase it again putting in the correct address at checkout.
You are not required by eBay to refund for an item that is returned to sender if the buyer provided an invalid address.
If they don't respond or you don't wish to deal with them again you can add the buyer to your blocked list. https://www.ebay.com/bmgt/BuyerBlock
thegaminggrove
OP8 months agoThank you for the prompt and detailed response!