Need help, buyer shipping return to wrong address, refuses to respond
I have a buyer who has Buyers remorse, asked for a refund before the package even arrived, has made several claims such as delayed shipping (package shipped within 24 hours of order) device failed to work (the buyer sent pictures, the picture sent actually showed the device working) just multiple excuses. I offered tech support, refund, and replacement. Buyer left negative feedback, after I left them positive feedback.
Whatever I just want my item back. I got the tracking information from eBay and the buyer is sending the return to an ancient address on my account. Instead of my shipping address. The buyer was responsive in messages up until I caught the address issue and requested that the return address be updated to my current shipping address. Buyer is now unresponsive. I contacted eBay verified the updated address is in the system. Buyer will not respond, I checked the tracking today and the item has not been picked up by carrier but still shows wrong address. Old address is 1500 miles away. Buyer is aware of address issue.
How can I get the address updated? What if any recourse do I have with this buyer to either get my item or money? Again I don't really care if the buyer completes the sell. It has been way more of a headache than it should be, as I have offered everything to help the buyer.
As far as I know only the person who ships can update the delivery address, I don't think I can with the carrier.
Any help is appreciated.
momtoabeautifuldaughter
·11 months agoThe buyer is required to return it back to the address that eBay gave them.
mtgraves7984
·11 months agoI tend to lean to what @house*of*paws suggests. Why not contact your old PO and ask if they could forward a package to you, since you were tied to that address before?
Worst case scenario, it's returned to the original sender (your buyer) and you can purchase and email a new label to get the item to your current address.
geared_and_ready
OP11 months agoReturn shipping is FedEx
kalyoth
·11 months agoIf Return Shipping is Fed Ex, do you have a Fed Ex Account? Opening an account is free. They do allow some control with addresses & changes to them as well. Just make sure the old address is ur primary address. Pretty sure you can then put in a forwarding request to the new address, just like the USPS.
geared_and_ready
OP11 months agoSo update, the buyer replied to our chat in eBay, saw my request and purposely sent it to the wrong address, and refuses to call carrier and update the address. Told me that shipping took to long, (shipped on time, delivery was 2 days over) and I do not respond in a timely manner, every request and message he sent I have time stamps for, I responded within 24 hours.
I don't sell often on eBay and I have to say most of the time it goes pretty well. This has been a real eyeopener, I understand why people don't offer returns or warranties now. Any other products like this I sell I am going to remove all return and warranty offerings. I mean for small items under $50.00 I get it, but for items that are heavy and more then $100.00 it is a complete waste if it is returned.
So frustrating that there is no one at eBay to contact, such a simple problem to fix. I mean the buyer is what it is. But simply to fix a shipping address and now to possibly be out of the money, and the item.
Chalk it up to learning and knowing what to do and what not to do on eBay.
kensgiftshop
·11 months agoThat doesn't stop return/refunds, the MBG overrules No Returns.
All buyer has to do is file an INAD and they can return for a refund.
geared_and_ready
OP11 months agoAh well. I really hope the buyer finds some happiness, and joy. Life does not need to be difficult, sometimes we make it that way. Thank you everyone for your feedback and help! Jesus is good!
momtoabeautifuldaughter
·11 months agoYou can remove the return option but the money back guarantee overrides anything you say so buyers can still return items for refunds.
golfingaddict
·11 months agoThis is a seller problem, the buyer is not responsible for your address issues. Keep your addresses updated.
The buyer does not have to do anything but return the item to the address that is provided on the label.
update your addresses now to avoid any issues in the future.
https://accountsettings.ebay.com/uas/addresses
Refund your buyer, they did nothing wrong and it is not their responsibility to ship it, retrieve it or send it to a different address.
geared_and_ready
OP11 months agoAddress was updated.
geared_and_ready
OP11 months agoCorrect it is my problem as he is returning the item and shipping to the wrong address. The address is updated.
The item has not shipped, however buyer is unresponsive, eBay does not have direct contact, and carrier can only change address by shipper.
That is what I know so far.
Actually the buyer has done several things wrong, they did not follow the terms of the sale, they are abusing a loophole in eBay to return an item that is clearly functioning, and arrived as described. Buyer left negative feedback before the item arrived.
His primary complaint is the package sat at the USPS distribution center which is a 1 hour drive from his house 2 extra days. Package was supposed to arrive in 7 consecutive days, arrived in 10. Something I have no control over, and he could have easily remedied by contacting the distribution center through the tracking and picking it up.
So buyer, asked for a refund before package arrived, left negative feedback before package arrived, stated I was unresponsive because he left chat message and I responded the next (within eBay TOS). Opened the box, plugged it in, sent me a picture of it working, then asked again for a refund stating it did not work.
So now eBay withholds my funds, buyer has the item, possibly shipping to the wrong address, no longer is responsive to chat, and I don't seem to have a way to get my item back.
So yes, not my fault, but my problem, which is why I am asking for advice from more seasoned sellers.
house*of*paws
·11 months agoHi @geared_and_ready
I would contact the local post office at the address that is currently on the package ... and see if you can put in a 'Change of address' notice.
That is an action YOU can take ... as opposed to having to rely on a buyer who doesn't have your best interests in mind.
klhmdg
·11 months agoToo late to change the address now.
Label was sent and IF the buyer returns the item and it shows delivered, you will need to issue a refund.
The buyer is under no obligation to change the address and they should not, just like as a seller you should never change an address.
Stop contacting the buyer. Contacting the buyer at this point is not going to make things better.
geared_and_ready
OP11 months agoeBay support specifically states to contact the buyer and request an update to the address. It makes no sense to not update the address and have the item shipped to an address 1500 miles away that I have no access to.
jonathanbrightlight
·11 months agoCan you show us where eBay states that? Buyers have no ability to change anything on an eBay return shipping label.
geared_and_ready
OP11 months agohttps://www.ebay.com/help/buying/shipping-delivery/changing-shipping-details-purchase?id=4028
geared_and_ready
OP11 months agoBasically cancel the return, then start the return again using updated address.
https://www.ebay.com/help/buying/shipping-delivery/changing-shipping-details-purchase?id=4028
jonathanbrightlight
·11 months agoIf a buyer cancels a return request they cannot open another one. It is not like changing the order details after a purchase.
geared_and_ready
OP11 months agoTrue, he could cancel it though, then I could initiate a refund and resolve it.
momtoabeautifuldaughter
·11 months agoThat would require the buyer to trust that you would refund them though and buyers get burned too often by sly sellers (not saying you would) that have them close returns and then don't refund them.
gone.c-33
·11 months agoThat’s for buyers who want to update their shipping address, not for sellers who want to change the address a return is sent to.
geared_and_ready
OP11 months agoI see that, thank you.
momtoabeautifuldaughter
·11 months agoIf a buyer closes a return then they cannot open another one. A return is way different than changing the address on an order.
soh.maryl
·11 months agoDid you send the buyer a prepaid return label?
Wouldn't that label have your correct address?
jonathanbrightlight
·11 months agoYour return shipping address is here, along with your other addresses: https://accountsettings.ebay.com/uas/addresses
The buyer could not have changed that if they used the return shipping label generated by eBay. You will have to issue a refund if it shows that a delivery attempt is made at that address, though if the buyer never actually ships it back you could end up not having to refund or having the option to send them a different return shipping label. If the buyer is unresponsive, though, that is unlikely to work.
inhawaii
·11 months agoNo return = No refund.
If the tracking doesn't show the item was returned, you are not required to refund.
The case will time out and the buyer will lose.
bashort
·11 months agoOn a snad return If the usps loses the item the seller will be forced to refund without the item
jonathanbrightlight
·11 months agoYes, but the original post says "I checked the tracking today and the item has not been picked up by carrier but still shows wrong address." If it never shows that it was shipped, eBay will not force a refund.