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Order being returned, customer says address is wrong
I sold an expensive item and shipped it to the exact address provided by ebay, using USPS. The tracking now shows the package is being returned for invalid address.
When I told the customer, he states he's never seen that address (in New York) and that he lives in California?
Assuming the package gets returned to me, what should I do? Ship to the new address, refund the customer and relist?
Will I get my shipping fee and insurance costs back?
3 comments
ntshop
OP10 months agoWhat about all the ebay fees? Does ebay refund the $80+ sell fees from the sale?
jonathanbrightlight
·10 months agoYes, when you issue a refund, the Final Value Fee you paid should be refunded (if you’re only refunding the item price, the part of the fee that applied to the shipping won’t be refunded, but a prorated amount that is the amount paid on what you’re refunding is, which should be most of it). You’ll see it broken down into the part of the refund you’re providing and the part eBay is providing, which will be the fees.
jonathanbrightlight
·10 months agoIf the buyer has opened an Item Not Received case, go to that case and select the option to “Update the tracking details for the buyerâ€, I think is how it’s worded. The tracking number should already be entered, but enter it if it is not, and either way, click the Confirm button at the bottom, even if you don’t change anything.
Then, I would suggest using the option to send a message to the buyer as well (still in the case) and just put a short message saying that if the order is returned to you as undeliverable, you can refund the item price at that time. If you are willing to, you could also mention that you could relist the item so they could repurchase it with the correct address (after you’ve received it back, of course).
You do not owe them a refund under any circumstances, since you shipped to the address on the order. If you do receive it back, most sellers will refund the item cost but not the shipping that they already paid to the carrier. eBay will not force you to do that, but it is the ethical thing to do. If you do that, you’ll want to use the Send Refund option, not the Cancel Order option, as cancellation should only occur for orders you have not shipped, and there is no way when you cancel to refund only the item price.