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INR opened by buyer but I shipped to eBay provided address
Summary: momtoabeautifuldaughter shared an issue involving a buyer who opened an 'Item Not Received' (INR) case because the package was returned as 'addressee unknown'. They shipped to the address that eBay provided. mr_lincoln advised them to upload tracking information and communicate with the buyer, suggesting once the item is returned, to refund only the item price, not the shipping cost. They also clarified that the case would close in momtoabeautifuldaughter's favor if tracking was provided and confirmed that a refund could still be processed after the case closes. momtoabeautifuldaughter appreciated the guidance and acknowledged that handling such cases is not common for them.
Okay here's the deal I had a buyer open an INR case. I shipped to the address on their payment like I am required by eBay to do to have seller protection. It says addressee unknown at this address on the tracking.
In the messages on the buyers INR case they said my address is.............. and gave an address in the same state but completely different town. They said I have received other packages at this address so I don't know why my package is being returned.
I put a message on the case saying that I shipped to the address on their payment and quoted the address provided to me......do I need to do anything else?
mr_lincoln
Mentor2 weeks agoHi @momtoabeautifuldaughter
-Did you upload the tracking to the claim? If not do that.
-Is the eBay tracking stating that the address is unknown?
-You did the right thing shipping to the address that was provided at the time of order.
-Message the Buyer and let them know that you shipped to the address on file at the time of the order as required by eBay. Once the package is returned to you you can refund the item price but NOT the paid shipping, that money was spent on the round trip the package is taking and cannot be recovered by either party.
-You can relist and the Buyer can update their address and buy it again if they want OR you can add them to your blocked list after refunding: (I'm sure you know that is done on this page): Buyer management | eBay
momtoabeautifuldaughter
MentorOP2 weeks ago@mr_lincoln
I uploaded tracking to claim
I messaged buyer and let them know I shipped to address on file with eBay and even quoted the address in my message.
Here is tracking number 9400108106245570899813
mr_lincoln
Mentor2 weeks ago@momtoabeautifuldaughter
Tracking is showing Return to sender. The Buyer loses their eBay Money Back Guarantee protection when that happens. As mentioned, once you get the item back refund the item price but not the paid shipping (even if you sold it with Free shipping, back out what you paid for the label from the refund amount).
Message the Buyer and let them know what you are doing (which it sounds like you have been doing anyway).
momtoabeautifuldaughter
MentorOP2 weeks agoOkay I assumed I'd win this one.......but I rarely get INR cases so wasn't 100% sure.
Will the case automatically close in my favor or do I refund minus shipping before it closes?
mr_lincoln
Mentor2 weeks ago@momtoabeautifuldaughter
As long as you uploaded Tracking to the claim it will close in your favor. Do NOT refund through the claim, wait until you receive the item back and the claim is closed, then refund.
momtoabeautifuldaughter
MentorOP2 weeks agoThanks, can you tell I rarely get cases opened....
Okay so even when case closes in my favor I still have ability to refund......that is part I wasn't sure about. I didn't know if the case closing in my favor would block my ability to refund.
mr_lincoln
Mentor2 weeks ago@momtoabeautifuldaughter
Yes ... you still can Refund even if the case closes in your favor.