Buyer Returned Item, but Sent Item to wrong address.

[greygoods-mn]

Who is in the wrong here?  Sold a stereo receiver and the buyer had issues and wanted to send it back. I am more than happy to refund the item once received back and able to inspect it.  However, Ebay printed a return label with the wrong return address.  I have a picture of the item and label from the customer to see the condition of the box for damage.  That has the correct address because I created the label when sending.  It is stated in my account settings of my Primary address as the one I sent from originally.  I do have other addresses for my own personal purchases, but they are mainly billing.  Ebay printed a return label to an address that was not my primary so it shows in tracking that it was delivered.  I don't live at that address, thus why it's not my primary.  Ebay wants to refund the customer without my having possession of the return.  It is very far away for me, plus it wasn't my error.  What am I supposed to do?

[bonanza125]

Issue the refund immediately. You are responsible for whatever address is on the return label. If there is an issue with that bring it up to Ebay for future returns. Don't fight this. You will lose and a defect will go on your seller level.

[threelittlelambs]

Go to your Account>Addresses>Return Address. This is the address eBay uses on return labels. You need to keep that address up to date. As far as what's already happened, there is not much you can do but refund and try to retrieve the package.

[greygoods-mn]

Yeah. I keep getting a generic answer "check your account address...blah blah blah.  I have my current address set as my "primary" address as well as a photo of the package I originally sent to the buyer with my correct sent from address on that label.  What pains me is that Ebay will never admit fault that they allowed an address that is not my primary address to be printed on their return label.  How the F is this my fault?  Why do I need to somehow get Fedex to fix this?  they keep saying that they have delivery confirmation as delivered so there is nothing they can do.  Any other company would try to fix the problem.  This makes me now understand why most sellers have to practically list a whole legal disclaimer on their listing to avoid dealing with Ebay directly.  This to me deters buyers due to a trust issue.  I like to keep my 100%, but this upsets me as both a seller and a buyer.  If I was the buyer of this I would be just as outraged because it wasn't their fault either.  Thank you for letting me vent! 🙂 I guess good business practices and accountability are a thing of the past.

[lakefor94]

Regardless, you still have to go to your Account>Addresses>Return Address and put in the correct return address. This responsibility is solely on the seller. Not eBay, not FedEx. 

[house*of*paws]

Hi @threelittlelambs 

Did you actually check the address you have listed as your RETURN address? 

eBay allows several different addresses to be listed in members’ accounts.

If you ever move … you have to make sure you change ALL of your addresses … NOT just your PRIMARY address.  Not all sellers want items returned to their primary address.   

[threelittlelambs]

It's not that simple. Your "primary address" has nothing to do with it. Some sellers/companies have a different address that they want returns sent to other than the shipping address. That is why eBay has a place under "account" for all the different addresses which may be used by both buyers and sellers. See screen shot. I understand there are a lot of things we need to do and know as sellers, but it's our responsibility to learn them and know them and we can't blame others if we don't. 

[threelittlelambs]

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@house*of*paws wrote:

Hi @threelittlelambs 

Did you actually check the address you have listed as your RETURN address? 

eBay allows several different addresses to be listed in members’ accounts.

If you ever move … you have to make sure you change ALL of your addresses … NOT just your PRIMARY address.  Not all sellers want items returned to their primary address.   

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I'm not the OP here.

[house*of*paws]

Sorry @threelittlelambs .   I tagged the wrong poster.

[kalyoth]

100% seller's fault - refund the buyer. It is soley the user account of the seller used to generate the label.

[house*of*paws]

Hi @greygoods-mn 

Go to My eBay > Account > Personal Information:  Addresses > Return address.

Do you have the correct address as your Return address?   THAT is where eBay got the address to put on the return shipping label they sent to the buyer.  [There are FIVE address fields to check when you change your 'Primary address'.]

If eBay put a different address than you have as your 'Return address' ... then eBay is at fault.  

If you neglected to change your Return address when you changed your 'Primary address ... then the responsibility for the problem was yours.