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Buyer's item delivered to wrong address in different city
My buyer's item was delivered to the wrong address in a different city of the same state. Now she's opened a dispute because she didn't receive the item because she refuses to communicate with her post office and the post office in the city where her item was delivered. eBay has put a hold on my funds. I don't understand how this is my problem. I shipped it to the address she provided, and she confirmed that the address I shipped to is correct. I am not responsible for the USPS mistake, am I?
3 comments
eastlaneave
Mentor5 months ago@halliecrafts
You are responsible until it arrives at the buyer's address.
I would try contacting the Post Office myself - probably go in to my local PO with a copy of my shipping label and the tracking to get their advice.
then I'd likely file a 'missing mail' claim with USPS
https://www.usps.com/help/missing-mail.htm
halliecrafts
OP5 months agoThank you. I don't agree. Whenever this has happened to me as a BUYER it has been my responsibility to file the missing mail claim. As the seller, I've done my part and shouldn't have to call multiple post offices in places I'm not even familiar with. Everything I've seen says eBay considers that the seller had done their job by shipping to the address provided by the buyer.
eastlaneave
Mentor5 months ago@halliecrafts
As a buyer you shouldn't have had to file a claim. All you need to do is file a Return Request with eBay.
And if you continue to have buyer's file the mail insurance claims, you'll continue to lose, just like this circumstance. Insurance is for the seller, not the buyer
Here's eBay policy
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As a seller, for transactions where eBay Money Back Guarantee applies:
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
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If a buyer received the wrong item, it arrived damaged, or it doesn't match the listing description the purchase is covered by the eBay Money Back Guarantee policy, they can return it to you, even if your return policy states that you don't accept returns.
If you don't respond to the return request, we may refund the buyer and seek reimbursement from you, without requiring the buyer to send the item back.
Here are your response options:
Accept the return: The buyer will send the item back to you for a full refund, including the original shipping cost. You'll also be responsible for covering return shipping costs. If the item is returned used or damaged, you may qualify to deduct an amount from the buyer's refund to cover the loss in the item's value.
eBay may automatically accept a return from a buyer on your behalf if an eBay shipping label is available. Once you've received the item, you have 2 business days to review and issue a refund, or ask eBay to step in and help.
How to accept a return
Give a full refund: You'll issue a full refund to the buyer, including original shipping costs, and they'll keep the item. This is a good option for low-value items.
How to issue a refund
Offer a partial refund: You'll issue a partial refund to the buyer, and they'll keep the item. This can be useful when the buyer isn't completely satisfied with their purchase. For example, if an item arrived with a minor scratch, but the buyer is happy to keep it.
How to issue a partial refund
Send the buyer a message: If you have any questions regarding the buyer's request, you can contact them directly.
How to send the buyer a message
Offer a replacement or exchange: You may offer a replacement (another of the same item) or exchange (a different, but similar item) instead of a return.
How to offer a replacement or exchange
If you respond to the request but don't come to an agreement with the buyer after 3 business days, you or the buyer can ask us to step in and help.
If we step in to help, we'll ask the buyer to return the item to you. If the item is returned used or damaged, you will no longer be able to deduct from the buyer's refund to cover the loss in value.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115#section5