Buyer used wrong zip code and item was returned to me, I cancelled order but lost shipping charge?
As per title, do I lose the shipping cost when I cancel an order that was returned? I contacted eBay and they said I would be refunded shipping but I don't see it being credited to my account. The agent I contacted confused me by saying I was already refunded by when I checked the transactions I do not have a credit for the shipping label.
65 comments
tarverhughes
·3 years agoI have a similiar issue. But, my customer returned the a completely different item then I shipped the customer. At first they said, they entered the wrong address. The bad thing is My item cost 3 times more then what they returned. The customer sent back a $20 dollar item . I Sent them a $90 dollar item. Customer service confused me too. They didnt offer any suggestion. Sided with the customer.
I stand to lose money.
mam98031
·3 years agoI'm a little confused. Are you saying that Ebay already sided with the buyer and forced the refund? If not, I strongly suggest you contact CS again. Often times you get different answers when you call again and often the first contact is not correct when dealing with the main CS.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/eBay/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/home
shy_gamer
OP3 years agoThe refund for shipping from eBay shipping cleared my credit card today. However, the requested void on the shipping label is still pending and I'm sure it will be rejected eventually. Will they recharge my credit card for the shipping when it is denied or am I safe?
mam98031
·3 years agoWas it $6.00 or some other figure? I had asked that in an earlier post, but you didn't respond. If it was $6 that is a TRS benefit that we sometimes get.
A shipping label that has been USED can NOT be voided.
shy_gamer
OP3 years agoIt was 8.30. What is a TRS benefit?
shy_gamer
OP3 years agoHow is it even possible to buy postage and resend a package using the original transaction in eBay? I didn’t know you could do that.
shy_gamer
OP3 years agoI was googling returned to sender and who pays the shipping and it appears Priority and First Class mail is returned for free. Is that correct? I used Priority Mail, so I hope that is the case.
mam98031
·3 years agoYes, you are correct. When a package you shipped is being returned to YOU. But not when you reship something to a buyer.
shy_gamer
OP3 years agoWell that's bad news, looks like I'll have to tell the buyer to send 16 instead of 8 as I said originally.
shy_gamer
OP3 years agoI got to the saving CC info step and it gave me a 505 bad gateway timeout error. Subsequent attempts give me an "enable billing error". I am getting multiple emails that my credit card was charged zero. Very strange.
shy_gamer
OP3 years agoWhen I click on that link it's asking permission to connect my PayPal account with a company called ShipStation. I am afraid to do that. What is ShipStation and are there any fees involved?
mam98031
·3 years agoNo need to be scared. Ship Station is just the company PP uses for the labels.
If you are uncomfortable then don't do it. But it is a legit link as I use it as needed for years.
sextons-sweet-deals
·3 years agoI would have not done anything. Let it play out. Wait for the buyer to contact you.
Did you Google map the address? Does it look good or suspicious?
What does the buyer complete profile look like? All feedback categories.
shy_gamer
OP3 years agoThe buyer contacted me on the same day the package was returned. Nothing suspicious and the buyer has good feedback. The problem was wrong zip code. EBay CS is terrible though!
shy_gamer
OP3 years agoNo, I relisted the item and he bought it a second time after I cancelled the original sale. I'm just asking about how to print labels and invoices from PayPal for future sales. I did not see a way to print the shipping label from my PayPal account (I checked after he payed the second time).
robbie31415
·3 years agoWhy are you trying to print a label from PayPal?
If they bought on eBay, just buy the label on eBay.
Just use PayPal to collect the cost of the original shipping costs.
If you want to use an alternate site to create labels at good rates that's free, and has a pretty simple UI, try pirateship.
mam98031
·3 years ago@robbie31415
The reason is because if they buy another label from the transaction in Ebay, not only will the address still be incorrect, but the bigger problem is that it will overwrite the tracking history on the transaction for the original shipping. And just to add another layer of issues, it will now show that you shipped the item late, so you get a late shipment defect.
They want to print it from PayPal because it is the easiest thing to do. If the buyer wants the seller to reship the item, you invoice the buyer from PayPal for shipping the item again. The buyer pays and notes the correct ship to address. The seller creates the label from that PP payment and all is good. It is very easy.
Since the OP has never done this before, they are over thinking it and making it a bigger thing than it really is.
shy_gamer
OP3 years ago@mam98031 has told me in this thread that I should reprint labels and send invoices using PayPal instead of eBay. I cannot find a way to do either on my PayPal account.
pjcdn2005
·3 years agoYou would only do it that way if you hadn’t relisted the item. Since the buyer purchased the item again you can print a label from that transaction.
If on the future you need to send an invoice through Paypal there is an option to do that though it has been a while since I have done it so I can’t explain how. However, I think that some posters have said that you can no longer print labels through Paypal in the US. But there are other label programs such as Pirateship or Stamps.com that you can use.
mam98031
·3 years ago@shy_gamer
But you also shared that the buyer has NOT paid you to reship the item. As I have said before, you will have an option to print a shipping label once the buyer PAYS you for the reshipment. There will be an option on their payment transaction. Also make sure the buyer notes the correct address.
You can print a label through PP without a transaction in PP, but you really shouldn't do that because you should be getting PAID to reship the item by the buyer. There is no reason for you to eat the additional cost.
Link to PP Shipping labels.
https://www.paypal.com/signin?returnUri=https%3A%2F%2Fwww.paypal.com%2Fshiplabel%2Fcreate
If you refunded the buyer [hopefully less original shipping and fees] and then relisted the item and the buyer purchased it. You can create the label in Ebay as it is a completely new transaction.
shy_gamer
OP3 years agoI wish I could delete or edit my posts here, ignore the last post I wrote. I don't see a print label button anywhere on my PayPal account. All I have is a history of my payments for shipping labels. Is this an extra service I have to sign up for or something?
mam98031
·3 years agoDid the buyer pay you via PayPal for reshipping the item? If not, you don't want to print a label yet, besides you need their correct address.
shy_gamer
OP3 years agoJust to be clear, the buyer has been cooperative so far, no need to block. He said he was willing to PayPal the postage if my refund is declined. As I understand it, I cannot send him my email address through the eBay system , correct? I will include my email in the package when I ship it again, just in case.
rseuqinh
·3 years agoeBay has repeatedly replied in numerous posts that it's OK to share contact info after payment at checkout.
Send whatever you have -- a PDF, a photo, a business card, etc. @shy_gamer to your buyer.
ckimodog
·3 years ago@shy_gamer
It can take up to 10 days to be refunded.
mam98031
·3 years ago@shy_gamer
I'm not sure why you would cancel the order. The order exists, there was just a problem. All you needed to do was email your buyer and explain the issue you are having and that you have the item back. The communication is very important and the first thing you should do before anything else.
When I get a transaction similar to this one, I give my buyer a couple of choices. I let them know I can refund them for the item less original shipping and any non refundable fees. Or I can invoice them through PayPal to reship the item with the correct shipping information. I let the buyer decide. It makes things much smoother. I do not decide for them unless I don't hear back from them by the end of the week.
One very important thing to remember. If the buyer chooses to have you reship the item. DO NOT print the new shipping label from the Ebay transaction. Not only would it be the wrong address, it would overwrite the original tracking history and you do not want that to happen. Go to PayPal and print the label from their payment with the corrected information. This is very important.
shy_gamer
OP3 years agoHow do you print shipping labels and send invoices on PayPal? When I go to my PayPal account I don’t see any option to do that, all I see are all the shipping charges I incurred.
mam98031
·3 years agoWhen the payment comes in from your buyer. Similar to Ebay there will be an option on the payment to print a label.
If the buyer pays you and you still have a problem, come on back and I'll be happy to help you a more.
shy_gamer
OP3 years agoIf I understand correctly, I need to go to PayPal right after the buyer pays and there will be an option to buy a label and send an invoice? The only email I get after a buyer pays is from eBay with a link to print a label.
shy_gamer
OP3 years agoThat means I was given incorrect information for the third time. Looking over the chat transcript she said the package was not shipped and I missed it.
shy_gamer
OP3 years agoI may have spoken too soon, I notice there is another email (along with my refund email) saying USPS is processing the request and is awaiting approval. Does this mean the refund on my CC may be cancelled?
nh7235
·3 years agoIf the USPS discovers that service was provided and the label was in fact mailed, it won't refund and you may get in trouble.
fern*wood
·3 years agoI'm trying to follow this thread, but don't understand why you are receiving an email from USPS. Did you try to void your used label? You stated ebay issued you a refund, so why is USPS involved?
shy_gamer
OP3 years agoThe online agent refunded my postage (voided the label) even though the package was already mailed. She told me it hadn't shipped yet, and I missed that in the chat otherwise I would have corrected her. I received 2 emails, one from PayPal saying my refund was processing and another from eBay saying USPS was processing the request and pending approval.
mam98031
·3 years agoAn Ebay CSR told them that.
caldreamer
·3 years agoUSPS does NOT refund shipping because package had wrong zip code. Shipping was "used up" when item was shipped and would never be refunded.
shy_gamer
OP3 years agoI was finally able to get in touch with an agent via chat, and they issued me a refund for the shipping. Thanks everyone for the help!
mam98031
·3 years agoBoy you sure got lucky on that one. I'm very glad you were able to get this credit. Was it for $6?
reallynicestamps
·3 years agoI got 'pinkslapped' for saying that the phone reps are subcontracted, but "paid by eBay" doesn't preclude sub-contractors getting paid by eBay.
The phone reps are working from scripts.
The Chat reps are much better trained, and have more time to think about their responses.
The phone reps have a tough job since callers are usually upset and need a lot of stroking. Sometimes the best way to calm someone down is to agree with them, even if the agreement is misleading.
Thus-- get the transcript.
And before you contact FaceBook, etc- type out your question and read it over for clarity. It helps both you and the Chat rep.
shy_gamer
OP3 years agoYes, I already cancelled the transaction because 2 agents said I would be refunded my shipping if I did. Both agents told me to cancel the transaction. Does eBay monitor these forums? Is there anyway I can get help from this post?
inhawaii
·3 years agoDid you already cancel the transaction?
I hope not.
Technically when a order is returned to you because of a faulty address, you don't have to do ANYTHING.
You don't owe the buyer anything and you can keep the item.
However most sellers will refund the buyer for everything except what you paid in shipping.
But again, you are not required to do so.
robbie31415
·3 years agoThat's true on eBays side, but if you don't refund anything that increases the likelihood of a chargeback and that would most likely go against the seller because they don't have tracking proof that item was delivered to buyer.
It's better to just recoup loss and issue rest back, to try and avoid chargeback.
shy_gamer
OP3 years agoNo, I was not rude or anything and I didn't get hung up on, but for some reason when I call or try to use chat I no longer have an option to contact an agent.
mam98031
·3 years agoAgents aren't always available. They don't work 24/7.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service.
https://twitter.com/askebay?lang=en
https://www.facebook.com/eBayForBusiness/
If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.
https://www.ebay.com/help/contact_us?id=4002&st=10
For the Payment Team
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&redirectedFrom=4155
shy_gamer
OP3 years agoI bought the label from eBay direct. All conversation was over the phone.
reallynicestamps
·3 years agoWhere did you buy the label? From eBay directly or from another source like Stamps.com or Pirateship or UPS?
But.
The carrier did his job.
The item was delivered.
The return was not the fault or the responsibility of the carrier.
If you had cancelled before shipping, yes, you eventually get refunded for the unused label.
Were you on the phone or on a social media Chat?
The best thing about Chats is that you get a transcript to review in case what you heard was not actually what you were told.
We all do that, eh?
shy_gamer
OP3 years agoThe eBay agents don't know what they are doing because I had to call twice and got bad info each time.
klhmdg
·3 years agoIf you Canceled the order after shipment -
You will not get refunded shipping.
When this happened you should have gone into the item on your sale page -
Used the drop down menu to refund the buyer -
Then you could have refunded the buyer only the cost of the item.
Hopefully this will not happen to you again but to get better help and information on issues, there is a large group of people here who can give you options.
ten_o_nine
·3 years agoWhy did you cancel the order?
robbie31415
·3 years agoIf an item gets returned to you, you don't cancel the order.
What you do is go to the order details page, and use 'Refund buyer'.
You deduct the amount of shipping both ways, and issue a partial refund.
They voided their MBG if returned due to improper address.
shy_gamer
OP3 years agoThis is eBay's fault then for telling me I can cancel the order and I will be issued a refund for shipping. Now I don't know what to do because I can't talk to an agent again, I don't know if they blacklisted me or what.
ten_o_nine
·3 years agoSeems like another buyer that did not get the right answer from eBay reps.
reallynicestamps
·3 years agoI can't talk to an agent again, I don't know if they blacklisted me or what.
Odd.
Did the agent hang up on you because you got belligerent? They can do that . (And should, there is no place in business for bad manners.)
But if not....
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
mam98031
·3 years agoWhat? Don't get paranoid. They forgot about you as soon as the call was finished.
You did get bad info from them. If you haven't cancelled the transaction don't. If you have, you learn what not to do for the next time this happens. BTW Ebay nor your carrier is going to give you a refund for the shipping. That was a much a complete fabrication with no basis of factual information. Sorry!
ms.rodriguez*
·3 years agoActually, no. You are supposed to know ebay policy before you list. It's also common sense that if the shipping label was used, the post office did their job and you can not take back the money that was paid to the post office. Look at the bright side, you have earned to nice deduction or two for when you fill out the taxes next year. You still write the payment in the EARNINGS column but you deduct the entire transaction since you refunded. If you had to pay to get the item back to you, then that is a second expense deduction.
Block the buyer. Retake the photos and relist. Add a few dollars more. I say retake the photos because some buyers remember the photos and if it sold a few weeks ago, why is the seller listing it again. By taking new photos and changing the price a bit, it appears as a different item. You can change the description slightly too or add "email if you have any questions" and this will make it look different from the first ad. Goodluck.
As you already realized, customer service is notorious for lying to get you off the phone so that they can answer the next caller. It's been this way for years. Nothing that can be done.
mam98031
·3 years agoWhy block the buyer @ms.rodriguez* . The problem with the address was likely an honest mistake. The OP has told us nothing that this buyer is being problematic at all. I don't understand why you would jump to blocking them?!?!?
traditonalproducts
·3 years agoBingo!! Absolutely!!
shy_gamer
OP3 years agoReading his answer again, I am confused when he says to deduct the cost of shipping both ways. Will I be charged again for the return postage? Does he mean if the postage was 8 I should deduct 16 from the refund?
robbie31415
·3 years agoYes, You should deduct approx 16 as the return charge is typically same as the cost to send. It's hard to know exact because the return ship charge is typically added to your account later.
You shouldn't ship outside of eBay, if you are new.
What should have done is the buyer repurchase on eBay after fixing his address and you buy a label from eBay again.
You should only ship to the address on the eBay order. Shipping to a different address makes you lose seller protections.
If he repurchased with the same incorrect address and you haven't shipped I would cancel the order "issue with buyers address"
I would only use PayPal if he wants to compensate you for the loss of money from the first transaction since you cancelled it and gave him a full refund.
mam98031
·3 years ago@robbie31415
"You shouldn't ship outside of eBay, if you are new." Why?
"I would only use PayPal if he wants to compensate you for the loss of money from the first transaction since you cancelled it and gave him a full refund." Why?
What I originally described to the OP on how they could handle the situation is something I've done many times when a similar issue arises. It works great each time. Ebay doesn't mind. They are well aware that they do not have a vehicle on the site to easily process something like this. It does not harm the seller nor the buyer in any way.
Re: Buyer used wrong zip code and item was returne... - The eBay Community
robbie31415
·3 years agoBecause there is no reason not to purchase the label from within eBay.
The seller cancelled the original sale, which issued a full refund. This was a mistake because you never cancel orders that shipped.
Buyer willing to compensate, that can't really be done within eBay, so give them your PayPal address and ask that they send the funds for the original shipping. Simple.
Then advise buyer if he still wants the item, he can repurchase on eBay (appears he did).
Now make sure buyer provided correct address, if the address is still wrong seller should cancel again (issue with buyers address) and have them repurchase again with the correct address then simply have buy label on eBay.
This is the proper way of handling the situations and decreases the chance for abuse. Especially when the seller is newer, and based on the fact he cancelled a shipped order, he shouldn't be doing things outside of eBay.
mam98031
·3 years ago@robbie31415
I explained the dangers of doing that with the original transaction. It is fine if you want to ignore that advice, but it doesn't change anything. What I shared is factual and true.
Now if there is a new transaction in Ebay, then things have changed and are no longer the way they were when I first posted advice on this thread. The two different situations would be handled differently.
"Then advise buyer if he still wants the item, he can repurchase on eBay (appears he did)." If that is from the original transaction, then it is too late. It will over-write the original tracking on the transaction, so that is lost history and the seller will get a defect for a late shipment because of the new tracking number and date of shipment.
There is more than ONE "proper" way of handling a situation like this. The way I previously described is fine and sellers have done it for many years. You are certainly entitled to your opinion, but it doesn't mean it is the only "proper" way of handling it.
mam98031
·3 years ago@shy_gamer
There is no such thing as free shipping for anyone. The carrier has to be paid. So YES when you reship the item you will pay for shipping again. I've talked about this in most of my posts. I unsure where your confusion came in on this subject. It is exactly why you needed to be paid again from the buyer to reship the item and why you needed to withhold the original shipping from the original refund.