Buyer Opened Request - Says I shipped to wrong address - First Time Request Help Please!

[mikeoubre]

I just got a request from Ebay.  The seller says

'It says it was delivered to my old address on (address shown by paypal and Ebay)! My address is (New address not shown anywhere)'

The 'old' address is what both Ebay and paypal gave me.   

 I have tracking that confirms delivery and I took screenshots of the address Ebay and paypal gave me just in case I need them to prove everything to Ebay.  

This is is my first case - How do I get this closed in my favor?  I would assume since I have all this proof that I shipped it to the right address I can get it closed in my favor, but I have no idea how these cases work and how to prove to Ebay that I did what I was supposed to do.  

Thank you for your help!  

[cka197818]

It is the buyers responsibility to make sure that their mailing address is kept current.  You are obligated to ship to the " confirmed address " and if it shows that it was delivered, you should be fine.

[mikeoubre]

So I just don't touch the case and it'll resolve?  I apologize if these questions seem dumb, this is my first case.  

[futuretomorrow]

You call them, give them the case number, they should ask for a tracking number and if the tracking number matches the address they have on file for the customer the case should be closed in your favor. This is on the buyer unfortunately because you and eBay are not mind readers to know their address was not updated and they may not have forwarded their mail.

[the_fancy_fox]

I would send an email to your buyers letting them know that ebay is the one that gave you the address to ship to. I would also suggest they contact ebay.

Is it an open case? If so, enter the tracking number into the case. I would then call and get it closed.

You will win it.

Meantime, dont get into a back and forth with the buyer.

[ittybitnot]

You should be OK...In the past, every so often PayPal would throw up an old address for the buyer even if it was supposedly DELETED from the system.  I have had my share of "why did you ship there..I have not lived there for 8 years and have been getting other purchases just fine.."

Yes indeed.  Like I would know where a buyer lived 8 years ago and choose to do that on purpose.  Likely an old glitch revisited.  As suggested, take a screen shot, for they may correct the address while you are asleep.  

Call now while the error is fresh and they have not removed the evidence.  

[mikeoubre]

Okay, skproper proceedure is:

CAll EBay (what is the correct phone number for this?)

Provide them with info (assuming case number, item number, and tracking number)

Then hopefully they close it in my favor?

[retrose1 · Accepted solution]

OP, enter the tracking number that shows delivered into the case.  Send it to ebay, then call ebay and have them close it for you.  But most of the time ebay will just close it in a few minutes.

If you shipped and delivered to the address on the payment - that is all you are responsible for AND the only protection sellers get.

The buyer has to make sure that their address is current on their payment and on their ebay registration.  You should report them for invalid contact information to ebay.

By the way - if ever a buyer asks you to ship to an address that is not on the payment - DO NOT do it!!!!  They can receive it and file a case and get all their money back - even though you have tracking confirmed to the address they requested.

[mikeoubre]

Closed in my favor!   Thank you all for your help!  It is greatly appreciated!!

[castlemagicmemories]

Congratulations, OP!

[castlemagicmemories]

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@mikeoubre wrote:

Okay, skproper proceedure is:

CAll EBay (what is the correct phone number for this?)

Provide them with info (assuming case number, item number, and tracking number)

Then hopefully they close it in my favor?

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We aren't allowed to post the number here but just do a google search and you will find it.  

[dougsue123b]

That is ridiculous I think. Ebay should have that number posted at the bottom of every page. 

[castlemagicmemories]

Oh, well.  

[retrose1]

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@dougsue123b wrote:

That is ridiculous I think. Ebay should have that number posted at the bottom of every page. 

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They do, it's in the Help/Contact page the link at the bottom takes you to.

Congrats OP.

[cka197818]

No question is dumb. Do not get into an e-mail battle of back and forth. I would send a message stating that you sent the package to the "confirmed address and it shows that it was delivered on whatever date that it shows" and see what he/ she does from there.