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Insufficient Address
Summary: qualitycomponent is dealing with a situation where a buyer provided an incorrect address, causing the package to be returned. The buyer now wants the item reshipped to the correct address, but the shipping cost exceeds the item's value, and the seller's policy does not cover this expense. They are seeking advice on how to use eBay's system to charge the buyer for the additional shipping, but are facing difficulties finding workable instructions. Concerns about maintaining their top seller status add to their apprehension about issuing a refund to resolve the issue.
Hello.
A buyer provided the wrong address for me to ship to, resulting in the package being returned to sender (me). The buyer wants me to re-ship to the correct address that they have provided now. The item price is less than the shipping cost, so I am not willing to pay for the shipping. As well, my shipping policy does not require me to do so. I cannot figure out how to use the ebay system to have the buyer pay for the re-shipment. I have found several vague instructions from ebay help and chat that contradict each other, none that work. One advised me to send an updated invoice to the buyer with the re-shipping fees. Sounded good, but after sifting through the directed orders menu, and every other menu, there is no option to send an updated invoice, or any invoice for that matter. Another recommended I refund the original order and have the buyer place a new order. I am reluctant to do this because in the past, I made a partial refund for overpayment of shipping and ebay flagged it as a out of stock / non-conformance refund. ebay took my top seller status, because of it. It has taken a bit to get my status back, I do not want to jeapordize that.
I suspect that the system has changed and the help files I am seeing are obsolete. Does anyone know how to get the ebay system to make the buyer pay for re-shipment fees?
mr_lincoln
Mentor2 weeks agoHi @qualitycomponent
This happens often. Please note:
-On a Return to sender package the Buyer loses their eBay Money Back Guarantee.
-While you are under no obligation to refund them anything the advice we often give is to refund the item price but NOT the origianl shipping, that money was spent on the round trip the package took and cannot be recovered by either party (let the Buyer know that).
-eBay has NO provisions to send an invoice for more shipping
-You can Relist the item providing it is in the same condition you originally shipped it in and the Buyer can purchase it again if they want (after correcting their address).
-FYI: Never ship to an address sent to you in eBay messages, only ship to the address on file at the time of order.
-On a side note, as shipping costs have risen over the years the situation you described where the shipping cost more than the item puts Sellers at risk for losing money on a forced return where they have to pay for a return label and refund in full upon receipt of the return. Earlier this year I started working on bringing up the lowest priced item I sell for that very reason. Some Sellers have tons of low cost items with higher shipping prices so their risk is obvious.