First time encounter this problem.
I sent an item to my customer last week, and now he opened a case against me just because he hasn't received the item yet. I did enter the tracking number by the time I shipped it, and the number showed it was already delivered two days ago.
I contacted him, and it turned out that he doesn't know the address where I shipped to. But that is his responsibility to enter the right address. He said that his city is in Southern California, not the city in Northern California, where the item was shipped to. I did google the city, but the only city I can find is located in Northern Cali. I see this is really insane. How come a state can have two cities with the same name???
Is he lying to me? What should I do?
You need to promptly respond to the case and enter the tracking number in your response. That is your main seller protection in cases where the package was scanned as delivered but the buyer claims he didn't receive it. Make sure the tracking number is also entered into ebay.
As long as you shipped it to the address listed on PayPal payment , you are covered. It was his responsibilty to update his address. This is not your fault. You are not required to refund this buyer. Do not refund him! When he opens an Item Not Received (INR) claim, provide all of this information in response: tracking number, and his listed address as shown on PayPal. Save all of the emails and communicate only through the eBay messaging system.
If the item is returnd to you , offer him a refund less shipping cost. Or offer to resend it if he pays shipping back to his correct address.
As you long as you ship to paypal confirmed address which he provided then you are protected. Give him the tracking and inform him to talk to his local Post Office to get it reroute to his address if they did make a mistake in delivery. That is an issue he can deal with it much better then you.
In addition to the post of Centex, you may try reshipping it by bringing it to the post office at no additional postage to you because you were not at fault. One seller advised to take that route on another thread.
I printed it from paypal Sir. The address is entered by the customer, not me. I just followed the instruction from eBay, printed out the label and shipped the package. Thanks
The reason I asked if you confirmed the address on Paypal is because there are sellers who have been scammed by shipping right away without confirming if address matches Paypal's. Some even relied on emails from PayPal which looked legit but turned out to be fake email.