Return address never updated in eBay setting

[chaiyocreations]

Hi,

I am a seller. I had PO Box as my return address for couple of years. After cancelling PO Box with USPS 2 years ago, I updated my return address to my current home address. But for some reason, the buyers, who want to return items, still printing out return label with PO Box address on it. I ended up losing the item and had to refund the buyer as it shows the item is delivered. 

I called eBay MANY times (in fact, I just got off the phone with them), and explained the issue. Some of them seems to understand and some refused to listen. The latest agent saw on her end that it shows PO Box as my return address, but on my end it shows my current home address. She said she is not allowed to update/delete my personal information for me.

I managed to have few of them file complaints with IT to fix this but the issue is never fixed. 

Anyone faced the same issue? How did you solve it, can you please share your experience?

Thank you.

[wooden_flower]

Are you sure you updated the address for returns, and not just the ship from that shows on your labels?

Check here - https://accountsettings.ebay.com/uas/addresses

[quiltgeek]

Just to confirm that link, there are FIVE addresses you have to check and change.

[chaiyocreations]

Yes I am 100% sure that all addresses in the setting have only my current home address.

[chaiyocreations]

Yes, I checked all five of them, only my home address is displaying. 

[wooden_flower]

It has been known to happen from time to time that an old buyer's address is used for shipments, but  I've never heard of it happening with a return address.

You could try asking for help at next week's chat with staff - they can look at your call transcript where the rep said she sees the PO box, in case they do not see it now.

A new thread will open Wednesday at 1PT here -

https://community.ebay.com/t5/Weekly-Discussion-with-eBay/bd-p/weekly-chat

In the mean time, I would set your return preference to require an RMA - this gives you a chance to provide your own return label, instead of having eBay provide it (you don't actually have to issue an RMA #).

https://www.ebay.com/rtn/Return/SellerRules?returnId=0&rmvHdr=false&action=showSellerRulesList

[chaiyocreations]

This is great tip 🙂 Thank you so much.