Selling an item and Buyer changes address after sold

Question

I had a buyer purchase an item and then send me a message to ship the item to a different address. I thought this would be alright but I cannot do this without canceling the item and having them repurchase it with the correct shipping address. I have reached out to the buyer to see if I can cancel it and they could correct the address. Can someone please tell me what to do? I appreciate it I'm new to this.

comics-scifi-collectibles · Answer

@southwestlove Let your buyer know that you MUST ship to the address provided at checkout per eBay policy.

The only way you can change it is to select buyer requested for the cancel reason then refund and relist so that they can the item again with the correct address.

This is how refunds work>>

Refunds, even for order cancellations, come out of your available funds not pending or held. If you do not have available funds then eBay charges your back up payment method for selling costs.

Have you entered your backup payment method for selling costs here: https://ppcapp.ebay.com/myppc/wallet/list Select Manage under the method you want to use then select Preferred for selling costs. I use a credit card.

Once you issue the refund and the buyers funds are released from being held or finish processing then the buyers payment is released to you.

fashionsandbeauty4u · Answer

@southwestlove

You are correct. You cannot change a ship to address after a purchase. You could message the Buyer one more time and say that you need to hear from them by xxx date or you will need to cancel their order and refund.

Another option is to try to text them. You should have their phone number. You could say "this is eBay Seller southwest love. I need you to contact me regarding your purchase of xxxx by xxxx date or I will need to cancel the order. Thank you".

If you never get a response, cancel for problem with Buyer's address. As an aside, many Buyers will try this with new Sellers. Be sure to tell them no, each time.