Package Returned due to wrong address

Locked

Discussions in this board are limited to the original poster and Community Mentors

I mailed a package to a buyer using the address supplied by ebay. The package was returned to me with a sticker that stated, "Forward Time Exp Rtn To Send", I contacted the buyer, she said she was traveling but would update her address in Ebay. Which meant I'd be paying to send her package. I contacted Ebay which said

08:04:33 UTC DARLENE

Upon further reviewing the order, I was able to check that even if the buyer update the address now and if you repurchase a new label, the old address will still be generated.

So, ebay said I should do a refund then I could relist and the buyer could purchase again. I tried doing that and I had to refund shipping as well.
So, I contacted ebay again to say it's not my error why am I refunding her shipping cost. They said because she opened a claim for a full refund I'd have to go back to her and ask her to change
her request to just a partial refund.
I explained this to the buyer. She sent a message to ebay stating, "Not sure what the problem is...it started out with a wrong address on my part, but has only gotten worse as time goes on. The seller is having trouble issuing a refund. Please help." 20 minutes later so get this

We reviewed this case and decided to issue the buyer a full refund.
We didn’t receive valid proof of delivery from you. Sellers must provide tracking information showing the item was delivered to the address provided in the order details. Some orders also require signature confirmation. Learn more about our signature confirmation policy.
A refund was issued on to the buyer. The refund includes the purchase price plus original shipping.
This amount will be deducted from your account.

I'm a bit irritated that the buyer has an incorrect address (admits she had an incorrect address) and she gets refunded. I had two different chat sessions with ebay. they never asked for the tracking or a picture of the label. I'd have happily showed both. Proving the item was returned. Can I get this reversed? How? I've been a buyer on ebay for years. I sell primarily on a poshmark, just started selling on ebay.

janantbre

840 View listings

Posted 3 years ago·Last reply 3 years ago

5 comments

stuff4divas

Mentor3 years ago

7585 View listings

@janantbre appeal > https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item-sellers?id=5123

FYI- attempted delivery is considered the same as delivered according to ebay policy

janantbre

OP3 years ago

840 View listings

Do you know where I can locate that policy? I see it in the community responses and on reddit But I want to highlight the actual policy in my appeal and I'm not finding it.

stuff4divas

Mentor3 years ago

7585 View listings

@janantbre wrote:
Do you know where I can locate that policy? I see it in the community responses and on reddit But I want to highlight the actual policy in my appeal and I'm not finding it.

@janantbre here is the link the below info is taken from> https://www.ebay.com/help/policies/rules-policies-buyers/buying-practices-policy?id=4374

Not allowed

Returning an item other than the original item received
Using or damaging an item and then returning it
Returning an item with the reason that it was not as described when it was described accurately

janantbre

OP3 years ago

840 View listings

I lost the appeal because " the tracking number was not providedon time." I used an ebay provided label, tracking was there from the time I received the label.

I provided the tracking showing it arrived, showing it was sent back to me.

I submitted a picture of the package with a USPS label

I submitted a copy of ebay's policy on delivery.

I submitted a copy of the buyer saying she had the wrong address.

I was told to "file a claim with USPS" I'm at a loss. Why would i file a claim for an item I have

they obviously didn't read my appeal