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Buyer Selected Wrong Shipping - Medium
Hello eBay Community,
I need urgent guidance on an order where the buyer’s profile has suddenly become unavailable, and I can no longer contact them. The item is a large, heavy grandfather clock that must ship via freight — USPS Media Mail is not permitted for items of this size, and USPS will not accept it. I had already sourced a professional freight carrier, but I cannot proceed without buyer confirmation.
The automated system isn’t giving me any options that fit this situation, and I want to make sure I’m fully protected as a seller. I don’t want to be penalized for a shipping method that is not allowed or for being unable to reach a buyer whose account is no longer accessible.
Has anyone dealt with this before, or can a moderator advise on the correct next steps to ensure seller protection?
Thank you for any help.
ha_252137
OP9 months agoHello Community,
Duly Noted to All! Thanks for your support and assistance with this matter!
Much Thanks,
ha_252137 aka New Guy!
comics-scifi-collectibles
Mentor9 months ago@ha_252137. Customer service cannot help with this mistake.
As my fellow Mentor mentioned you had local pick up and Media Mail on the listing.
You cannot charge the buyer for shipping since it was free.
The system is going have trouble with your tracking proof of delivery as you can't enter a freight tracking number for USPS.
Also signature is required on delivery for sales over $750.
I am concerned that you will have a problem with receiving the buyers payment because tracking will not be valid.
The safest thing is to do is contact the buyer and explain your mistake on the listing. Then cancel as out of stock. You do receive a Defect for canceling this way.
The refund will come from your back up payment method for selling costs so be sure to have a credit card designated for this in account settings. You do get your sellers fees back.
Once the buyers refund reaches their account their original payment is released to your checking account.
Then you can relist. I strongly recommend local pick up only
ferncliff-39
Mentor9 months ago@ha_252137
as an fyi...Looking at that listing - you only had Media Mail showing for free shipping, no freight.
The buyer didn't select that, it was a listing error.
EDIT: What does this mean: buyer whose account is no longer accessible.
Does their ID show the account has been closed or "not a registered user"
fashionsandbeauty4u
Mentor9 months ago@ha_252137
I would message eBay on one of their social media platforms. Those are staffed from 6am-6pm PST.
Www.facebook.com/eBay
Www.instagram.com/ebayforsellers
Www.x.com/askebay
Best of luck.
P.S. my day job is not far from Novi. 😀
ha_252137
OP9 months agoThanks, Rockstar—I really appreciate your quick response! All the best.
fashionsandbeauty4u
Mentor9 months ago@ha_252137
You are most welcome!