eBay

gabswiss · ‎09-20-2021

I sold an expensive laptop at the end of last week and I just noticed when checking the tracking that there was a "delivery option requested". And, upon calling Fedex, they told me that the recipient asked to change the delivery address via Fedex delivery manager which is a big red flag to me (no communications from the buyer). I should have a restriction on my account to ultimately prevent this but who knows... So how should I proceed from here to make sure I'm fully covered? Contact eBay or the buyer? Recall the package or let it follow it's course? Thanks!

ferncliff-39 · ‎09-20-2021

@gabswiss

I use FedEx Delivery Manager all the time to have packages delivered to my local Walgreens for pickup instead of to my door. That way they're not mis-delivered or left at our front door.

FedEx has designated secure pickup locations that you can choose from - it's not wherever you want.

If you printed your label on FedEx, eBay has their FedEx account blocked for any changes - the buyer cannot make any delivery changes.

https://www.fedex.com/en-us/delivery-manager.html

gabswiss · ‎09-20-2021

I used my own Fedex account. And they gave me the new delivery address which is a residence one state away so I'm feeling anxious about this. Will I be protect if it gets delivered there?

ferncliff-39 · ‎09-20-2021

@gabswiss

To another state? There must be surcharge or Premium charge for that kind of address change then - were you charged it or the buyer?

As far as protection, I don't know - is there also Signature Confirmation required for that package?

tyler@ebay velvet@ebay jasmen@ebay

Pls confirm the seller still has Seller Protection in this case?

gabswiss · ‎09-20-2021

Don't see any charges... Yes signature confirmation :).

ferncliff-39 · ‎09-20-2021

@gabswiss

Ok. We need eBay team to weigh in on this, hopefully they will be able to respond today.

What is the delivery date for the package?

velvet@ebay · ‎09-20-2021

@ferncliff-39 wrote:

@gabswiss

Ok. We need eBay team to weigh in on this, hopefully they will be able to respond today.

What is the delivery date for the package?

Hi @ferncliff-39! I've not heard of the buyer being able to redirect packages. I thought only the shipper/seller could do that. Unless the two have been discussing this via eBay messages and the buyer noted the address it's being forwarded too, we're going to hold the seller to the buyers checkout address should an Item Not Received claim be opened.

It's probably safest for the seller to have it redirected back to them, and once they get it back, to turn around and cancel the transaction with the buyers address reason. The buyer could then repurchase with the correct address if there was an issue and they still want it...or the seller could add them to their blocked bidder/buyer list if they don't want to transact with them again.

Velvet,

ferncliff-39 · ‎09-20-2021

velvet@ebay

With "FedEx Delivery Manager" recipients can redirect packages to a FedEx designated secure location for pickup with ID, such as Walgreens, Dollar Store, FedEx store.

UPS has a similar service.

I was not aware they could redirect to another personal address, there must be another layer to that service if that's what they actually used, or they did it some other way.

Thanks for advising the OP so quickly.

velvet@ebay · ‎09-20-2021

@ferncliff-39 wrote:

velvet@ebay

With "FedEx Delivery Manager" recipients can redirect packages to a FedEx designated secure location for pickup with ID, such as Walgreens, Dollar Store, FedEx store.

UPS has a similar service.

I was not aware they could redirect to another personal address, there must be another layer to that service if that's what they actually used, or they did it some other way.

Thanks for advising the OP so quickly.

That's good to know @ferncliff-39, thank you! I would assume in that situation though, tracking still shows as delivered to the address provided at checkout right? Then they forward it on? If so, that means the seller is still protected with that matching delivery confirmation to the checkout address. If the delivery address is going to change though, and not match, that's where my concern would be with seller protections.

Velvet,

ferncliff-39 · ‎09-20-2021

velvet@ebay wrote:
@ferncliff-39 wrote:
velvet@ebay
With "FedEx Delivery Manager" recipients can redirect packages to a FedEx designated secure location for pickup with ID, such as Walgreens, Dollar Store, FedEx store.
UPS has a similar service.
I was not aware they could redirect to another personal address, there must be another layer to that service if that's what they actually used, or they did it some other way.
Thanks for advising the OP so quickly.

That's good to know @ferncliff-39, thank you! I would assume in that situation though, tracking still shows as delivered to the address provided at checkout right? Then they forward it on? If so, that means the seller is still protected with that matching delivery confirmation to the checkout address. If the delivery address is going to change though, and not match, that's where my concern would be with seller protections.

velvet@ebay

That was my concern too, which is why I tagged eBay.

The FedEx Delivery Manager secure location pickup isn't an address change at all - I thought Trinton or maybe Brian addressed this awhile back, but I searched and can't find any related posts.

However, it seems the OP's buyer did make an address change somehow, which would be the main concern here.

thanks again for the assistance on this

FYI - eBay/FedEx labels are blocked so that recipients can't change anything at all, not even to redirect to the secure pickup locations (I've tried lol)

gabswiss · ‎09-21-2021

Thanks for the replies. If the Fedex labels are purchased through eBay, then eBay have a restriction in place so that packages can't be re routed. But for all the sellers using their personal Fedex accounts , this restriction is not in place by default so the buyer can change the delivery address at will (it will cost them a fee).

For my situation, I rechecked with my Fedex account manager and good thing is I had this restriction in place (forgot about it) and upon checking the tracking number it look like Fedex denied the request from the buyer to change the address so we will see how it goes because something iffy was definitely going on.

About the seller protection, after being transfer to the proper department I was told: "

07:55:46 UTC xxxxx

Alright sure. Is this label purchased on eBay by the way?

07:55:59 UTC xxxxx

No I used my own Fedex account

07:57:06 UTC xxxxx

I understand. For FedEx labels purchased on eBay we actually restrict address changes already due to possible risks and I do recommend for you to do so as well on your account if you prefer. However you actually don't have to worry since as long as the address change is recorded on the tracking you will still be covered by seller protection,

07:57:20 UTC xxxxx

In this case, you don't have to worry about this shipment

So from the sounds of it, as long as the item is shipped to the address provided by eBay and it shows delivered and signed for the seller should be protected.

ferncliff-39 · ‎09-21-2021

@gabswiss

That's good you have the restriction on your account, but I'm not sure about this line from eBay CS -

However you actually don't have to worry since as long as the address change is recorded on the tracking you will still be covered by seller protection,

- are they saying the address can be changed while in transit?

Did you ask the buyer why they tried to change the delivery address?

gabswiss · ‎09-22-2021

So new development: Buyer has been silent until now and as I suspected something was iffy. Sure enough his account was hacked thus the hacker trying to redirect the package (at least I have the address of the hackers haha). I got a message from eBay that the "transaction was cancelled" and do "not ship the item". Mind you that's ONE WEEK after the item was purchased and shipped 🙄.

From eBay "Please do not ship any items that were purchased by xxxxx and disregard any bids they may have placed on any of your listings. We’re working with the account owner to prevent any additional unauthorized activity.

If you already sent the item(s) and they haven’t been delivered yet, please contact your shipping carrier to find out if you can stop the shipment.

- We have credited any associated fees to your account. "

I can't recall the package as it has been just delivered to the original address on file. So now I'm trying to figure out what to do so I don't get scr@wed.

ferncliff-39 · ‎09-22-2021

@gabswiss velvet@ebay

Does the owner of the hacked account plan to return the package unopened - has there been any discussion about that.

Did FedEx get the required Signature confirmation?

gabswiss · ‎09-22-2021

Yeah they messaged me saying they were hacked and if they can return when receiving the package. And then I got the delivery confirmation and that it was signed for by someone with same last name and at the original location on the eBay transaction.

And all at the same time I got the messages from eBay that the buyer's account was compromised etc... and to not communicate further with the buyer etc...

So all that is confusing and who knows who I'm dealing with at this point so I'm trying to figure out what I need to do as the scripted messages from eBay are not helpful at all in my case. (I just chatted with an agent who "submitted the info to the proper team" and to standby for now)