Address Change By Customer

[a*growing*girls*closet]

I have a customer that want me to change the shipping address after a purchase because she cannot access her account again.  I told her I couldn’t do that and she would need to contact eBay for further assistance.  She’s insisting but I won’t do it due to possible credit card fraud.  Can someone please help me further because now I have her order but she states she doesn’t live there anymore?  She has a score of zero feedback.  What process should I take at this time?

[tsme35]

Best to cancel due to problem with address, you won't get a hit. Don't ship to new address you won't be covered by ebay.

 If she wants it, she can buy after you cancel with the correct address

[caldreamer]

I would advise the customer that EBAY does not allow you to change the her address.    Tell her you will cancel this order and she can repurchase showing the correct address.

[dhbookds]

I would refund her money, relist and tell  her to buy it again.......  "It's against Ebay rules for a seller to change a shipping address........for the protection of both buyer and seller"...........  I just did it a few days ago and no problems..........but will depend on the buyer.  In NO event would I mail the item to a different address.

[gloryglorygifts]

You should tell her to cancel the order. She can find that through the purchase history. Then, she needs to update her shipping address in her profile. Once she has changed it, she can reorder the item. 

That should be the only way for you to handle that. Never change an address just because the buyer has asked you to. The buyer should always do that.

Zero feedback could mean that she is checking out as a guest btw.

I hope this helps you.

[wastingtime101]

First @a*growing*girls*closet check the ID and see if it matches your buyer's ID exactly. If it doesn't, then it's probably not your buyer and rather it's a scammer.

If it is your buyer, tell them you'll cancel the order (choose the reason problem with address) and tell them if they still want the item they can place a new order, entering their correct address at checkout before they pay.

[12345jamesstamps]

'zero feedback'...could be a guest account...when did she join eBay?

Realistically, you sell clothing...if it was fraud I don't think they would be buying girl's clothing...was it one item or more? A lot of items sold I would not use a change of address.

Something under $20.? I might ship it. Google the new address and old address for curiosity.

[onefootflipper1 · Accepted solution]

I specifically  do this before even responding, cancel the order with problem with address and then send this message "I can't change addresses. I went ahead and refunded your money so you can repurchase it with the correct address." 

Then there is no discussion. Problem is solved immediately. 

[a*growing*girls*closet]

Thank you.  I canceled the order and because she states she cannot access her account anymore I requested she contact eBay for further assistance with her account.  Thank you again for the quick response.

[a*growing*girls*closet]

I’ve had several requests this week for a different shipping address after items were purchased.  All canceled and repurchased until this customer.  This customer stated she could not access her account to change the address to the correct shipping address.  She also has a zero feedback score.  I just felt something wasn’t right and canceled the order as others suggested.  Thank you for your response.

[a*growing*girls*closet]

Thank you for the quick response.  Exactly what I did.  I canceled it because she states she can no longer access her account to change the address.  I just wasn’t sure what to do and glad I posted here.  

[a*growing*girls*closet]

Thank you for the information.  What made me skeptical was she stated she couldn’t access her account again and just wanted me to change the address.  I canceled the order.

[albertabrightalberta]

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@onefootflipper1 wrote:

I specifically  do this before even responding, cancel the order with problem with address and then send this message "I can't change addresses. I went ahead and refunded your money so you can repurchase it with the correct address." 

Then there is no discussion. Problem is solved immediately. 

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I don't recommend doing it before responding, or not until you've at least checked and compared the ID of the actual buyer to that of the person requesting the address change. 

I've found that in many cases, the actual buyer is NOT the one asking for the change but instead, the address change is requested by a scammer hoping you won't notice that they're not the real buyer. 

Before cancelling, do the check (as suggested by @wastingtime101 ) to see if it's really the buyer.

[a*growing*girls*closet]

Thank you, I canceled the order.  I’m glad I posted here for further assistance.

[albertabrightalberta]

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@a*growing*girls*closet wrote:

she states she can no longer access her account to change the address. 

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This is a common excuse given by scammers.