Update: I think buyer redirected package
Summary: bsintas faced an issue when a package meant for a New Jersey buyer got delivered to California. After contacting UPS, they were assured the package would be redirected back to New Jersey, but the tracking didn't update. Other participants advised on handling the situation, emphasizing eBay's policies on freight forwarders and seller protections. It was suggested not to issue a refund but to follow eBay's protocol for 'Item Not Received' claims. An update revealed that the package was redirected by the forwarder, NovaPoshta, likely for international shipping.
Update: I called UPS and it was NovaPoshta that redirected the package, most likely so it can ship out from the west coast. I emailed the buyer.
I sold an item that was supposed to go to New Jersey, but it ended up being delivered to California. I called UPS right away and they said that have the package and they're sending it to New Jersey. They told me it would arrive in NJ by the 11th. The tracking number never updated.
Today, the buyer is requesting a refund for not receiving it and I can't call UPS, because they are closed, so I can't find out what is really going on. Then I looked at the buyer's profile and it says:
Location: Ukraine
Member since: August 2, 2026
As I'm typing this, I decided to look up the buyer's "address" and it is for "NovaPoshta International Storehouse".
I'm going to call UPS first thing in the morning and hopefully they actually have it and hopefully it can be sent back to me.
bsintas
OP1 month agoUpdate: I called UPS and it was NovaPoshta that redirected the package, most likely so it can ship out from the west coast.
pgh_pen
·1 month agoIf UPS says they have the package, then it was not "delivered to California".
NovaPoshta International Storehouse is a forwarding company specializing in shipping to the Ukraine.
Call UPS today (Monday).
bsintas
OP1 month agoUpdate: I called UPS and it was NovaPoshta that redirected the package, most likely so it can ship out from the west coast. I emailed the buyer.
stainlessenginecovers
·1 month agoBuyers cannot 'redirect' packages. Only seller (purchaser) of a shipping label..and iffy at best.
mam98031
·1 month agoActually a buyer can with UPS. As long as the shipper hasn't put any restrictions on the package.
mam98031
·1 month ago@bsintas
You have three days to respond to the buyers INR claim, so you can contact UPS tomorrow and stay within the window. UPS should be able to tell you if the buyer re-directed the package. They are able to do that, but then if they did, that would cause them to lose their MBG protections.
Don't assume this went to a Freight Forwarder. Typically a buyer would have a seller ship directly to their FF and then the FF actually forwards the items the buyer ordered, per their instructions, to another address, but usually an international address. So I'm not so sure your issue is this issue at all.
I hope you will come back and update us after you talk with UPS. It may be a buyer trying to take advantage of the different delivery address even if they are the one that redirected it. Or this could be simply a UPS screw up and the buyer did nothing wrong. I hope you get some answers tomorrow.
pickapaper
·1 month ago@bsintas
I'm confused about part of this. Did you make the label through eBay? If so, did it have a California or a New Jersey address on the label? If it said New Jersey, how did it end up in California?
Also, you said you called UPS and they said they have the package and are going to forward it. Do they do something that on a phone call or do you have to fill out a form online?
Just asking to clarify how all this works.
bsintas
OP1 month agoI printed the label through eBay and it had a New Jersey address on it. I'm not sure how it got to California yet and when I called UPS, they didn't mention that if it was directed or not.
It was marked as delivered and signed by someone in California. I don't know what happened between then and when I called UPS, but the agent I talked to said that they have the package and it's on it's way as a priority delivery to New Jersey.
The UPS agent told me it would be delivered by the 11th and I relayed that to the seller.
I was expecting the tracking to be updated, which is the main part of the problem, because I have no tracking of it going to New Jersey. That means that I can't show proof of delivery to the seller's address (which is a freight forwarder company).
arraus
·1 month ago@bsintas Please, let us stop you. I would recommend not intervening.
You do not have to refund the buyer's money because UPS is late. And, you should not.
Ask the buyer to open an Item Not Received (INR) case. Buyer can do that from the order page, in Purchase history, by clicking "..." or "More actions". That is the best way to deal with this, believe it or not. SELLER will not be charged.
Respond to the INR case by putting the Tracking # you have in. eBay CS/bot will follow tracking updates. Once tracking shows it as delivered, case will close in your favor.
Sellers are not responsible for carrier mistakes. YOU are not responsible after you hand it to carrier and have them scan it in.
Please, do not make assumptions about what has caused the delay/detour. Carriers make mistakes frequently... packages accidentally end up on the wrong truck, etc..
bsintas
OP1 month agoThe problem is that UPS tracking says it was delivered to someone in California. When I called UPS, they said they picked it up and will send it to New Jersey, but the tracking still shows as delivered to someone in California.
I'm going to contact UPS before doing anything else and see if they can either update the tracking number or update the current tracking
arraus
·1 month ago · Edited@bsintas That is odd. I'd wait. Please keep us updated! This is a curious mystery.
You should be protected, no matter what. Nothing you need to do unless you're contacted by eBay. If buyer contacts you, asking questions, ask them to file an Item Not Received case. That will put it on eBay's radar... especially if this buyer does this frequently, it puts it on the record.
Private messages will go unnoticed, as far as account goes.
christworks
·1 month ago@profitweb I realize you are applying what you said to the context of the OP's post. I do want to clarify for others reading: Sellers are responsible for getting a package to the buyer up until there is a delivery scan. Once there is a delivery scan, the responsibility shifts to the buyer. Sellers can certainly help factiliate that if they'd like, but they are not obligated by eBay to help the buyer at all and certainly they don't have to issue a refund.
I wanted to clarify by that because the line that reads, "YOU are not responsible after you hand it to carrier and have them scan it in" could be read by a new seller as meaning they don't have to do anything no matter what happens after they give the package to the carrier. A new seller may not pick up on the emphesis on the OP's situation.
@bsintas - They are correct. You have a delivery scan. By continuing to meddle with it, you will make matters worse and more confusing. It sounds like your buyer is using a freight forwarder, so they have no money back guarnatee anyway. I would not call UPS again. I would simply tell the buyer you are not responsible once there is a delivery scan, and explain to them that is eBay policy. You can provide the number of UPS to them and they can contact UPS to find out what is going on. It may sound harsh to not help a buyer further in this situation, but eBay has these strict rules for a reason. Sometimes they go against the seller in an unfair situation, and sometimes it is buyer. That's the risk when buying and selling online.
If the buyer opens an INR case, make sure to upload the tracking number within the alloted timeframe. If you don't do that and the buyer has eBay step in, you will lose the INR case and get a strike on your account. Other than this, there nothing you need to do here and again I strongly advise not calling UPS anymore or worrying about the tracking.
bsintas
OP1 month agoThank you for all of this. I looked up when shipping to a freight forwarder, but it mentions that the Money Back Guarantee ends when arriving at the freight forwarder. Unfortunately, there's no proof of that it going to the address, since the tracking stopped after it says it was delivered in California. I'm trying to get that proof for the buyer and eBay. Do you think the buyer should still be contacting UPS instead of me, then? I don't trust what the buyer says, if they call.
Here's what I found:
When an eBay buyer uses a third-party freight forwarder, eBay's official policy states that the buyer voids their eligibility for the eBay Money Back Guarantee once the item is safely delivered to the US forwarding address. Sellers are fully protected against "Item Not Received" claims as long as online tracking shows delivery to that address. eBay Community +2
Seller Protections & Rules
Delivery cutoff: Your job as a seller ends when tracking confirms delivery to the address provided at checkout.
Loss or damage: The buyer (or their forwarder) takes full responsibility for any damage or loss that happens after it reaches that domestic hub.
jerseyboymusic
·1 month agoTo add... if there is an INR, in addition to uploading the tracking number, I would affirm the address that the order was sent to (the address on the order and paste that address into the INR)
arraus
·1 month ago · Edited@christworks I did not mean to imply a seller shouldn't help a buyer when there is an issue.
If I know a delivery is held up at a location, sitting for a few days, and running late... I'll usually file a missing package claim with the carrier if it meets the carriers required lateness.
That usually gets it moving again the next day.
eoma689485
·1 month agoMore than likely UPS made a mistake - it happens.
NovaPoshta International Storehouse is a re-shipper - they take the package that you sent them and ship it overseas.
Not unusual, I've shipped quite a few things to companies that forward the packages to overseas buyers.