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Undelivered Package in part due to buyer not updating address
In June I had a buyer contact me they never received their package. The tracking confirmed it never arrived, but the last entry was "Item redirected to recipient's new address". I asked her to confirm the address Ebay gave for shipping was correct, mentioned the tracking showed a delay (though there'd been no update for a couple weeks), and how she'd like to proceed, but I didn't get a reply until 3 weeks later.
In early July she wrote the package still had not arrived and she would like a refund if I couldn't verify that the order was "very close to being delivered". I issued the refund since the tracking showed no further updates, and I again asked her to confirm the address was correct. She then replied she had moved in April (which was about a month before her order), had a different address, and that she's "had several problems with mail/parcels since then".
So, she didn't bother to update her shipping address before buying, and I'm out the postage and product she bought.
Does Ebay have any protection for sellers in this case, where a buyer wants a refund and then admits their shipping address on Ebay wasn't correct? Thank you.
mr_lincoln
Mentor2 years agoHi @ibgeocaching
Unfortunately, the path of least resistance is for the Buyer to file a claim that they did not receive their package, then Sellers upload tracking to the claim. Buyers have 30 days from the original estimated delivery to do that. If they don't then they can't file a claim through eBay. Sellers are only responsible to ship to the address on file whether it is correct or not, Sellers don't know that. For the claim process eBay honors tracking statements like, delivery attempted, on hold for pick up, etc the same as delivered. The package redirect (because the Buyer changed locations) I am sure is handled the same way.
Sadly, you are out the item, out the money unless the Buyer has finally received the item and is willing to pay you ... in situations like this you do not refund until a claim has been filed and you have to as part of the claim process.