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Wrong address = no solution, even if the return to sender is confirmed
Summary: mimmo_3331 faced a problem after placing an order with an outdated shipping address, leading the package to be returned to the seller. Despite attempts to resolve the issue, the seller was uncooperative and disappeared without providing a refund. Customer support initially promised a refund but later closed the case in the seller's favor without proper review. mr_lincoln offered advice, suggesting filing a dispute with the funding source if a satisfactory resolution isn't reached. They discussed the lack of buyer protection in such cases, despite documentation, and emphasized the importance of communication. mimmo_3331 agreed on a refund minus shipping to resolve it, but the seller did not respond.
Long story short:I placed an order, but unfortunately, the old shipping address remained saved in the order. I realized this only after the item had already been shipped. I tried to contact the seller, but he was not cooperative from the very beginning and then stopped responding.
According to the carrier's tracking information, the delivery attempt failed with the status "incomplete address", and the parcel was sent back to the sender.
The seller did not respond to my refund request, except to say that he was worried this case might affect his sales. CS inially assured me that I would receive a full refund, but the case was closed in the seller's favor within 2 minutes, without any real review of the situation.
I would agree with this decision if the package had been lost, but the tracking information (confirmed by CS) shows that the sender has the package!
As far as I'm concerned, eBay's stance in these cases is ridiculous. Furthermore, I was assured a response from CS within 24–48 hours, but I haven't received any reply...
P.S. The seller is acting in bad faith; he hasn't replied to messages for 10 days.
mr_lincoln
Mentor1 month ago · EditedHi @mimmo_3331
We see this happen fairly often where a Buyer does not have their address current.
When the package was returned to the Seller you lost your eBay Money Back Guarantee since Sellers have no control over what address customers provide, they are blind to all of that. They only see something has been purchased and they ship accordingly.
When Sellers come here asking what to do we advise them to refund the item price but not any shipping the Buyer paid because that money was spent on the round trip the package took and is unrecoverable. Your Seller is uninformed or playing dumb to try and keep the money. Yes, technically they do not have to refund anything but refunding through eBay will NOT affect their Selling.
eBay does not get involved in cases like this, or at least I am not aware that they do since the Seller did everything right after the item was purchased. At this point if eBay will not satisfy you for a refund then you may have to file a dispute with your funding source in order to get your money back for at least the item's price.
mimmo_3331
OP1 month agoThanks a lot for the help, I really appreciate it.
I had proposed two options to the seller: either a refund just for the item itself, or starting the whole process over. He had said he had no problem resending it, but then...
I’ve learned about this eBay policy now, but in cases like this—where everything is documented—it would only be right to offer some buyer protection, even if the buyer made an honest mistake (in my opinion).
Thanks again!
mr_lincoln
Mentor1 month ago@mimmo_3331
You are more than welcome. The path of least resistance is for the Seller to refund you the item price then Relist the item for sale so you can purchase it again with an updated address on your account. If all the Seller did was reship it to you they would incur the extra label cost which is not fair PLUS they would lose their Seller protection.
mimmo_3331
OP1 month agoYes, he initially suggested sending it again, but I preferred a refund (minus shipping costs) and placing a new order—just as you said—so everything would be above board. Unfortunately, though, he didn't follow through; in fact, he disappeared completely. He never replied to my messages again.
Thanks again; it’s great to know there are people who think beyond the "you made a mistake, so you have to pay!" mentality.
mr_lincoln
Mentor1 month agoI agree, I learned a LONG time ago in business that it is not WHAT one says but rather HOW one says it.
mimmo_3331
OP1 month agoI share your view. Thanks again, and all the best! :)