albertabrightalberta | Volunteer Community Mentor
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@transplantusedparts wrote:I had a buyer contact me three days after the tracking said the package was delivered to inform me that he had accidentally entered the wrong delivery address. He said it was sent to his friend’s house but that his friend no longer lives there. My response was to try and go over to that house and see if he could get the package from the new tenant. I also told him that if the package gets sent back to me I would resend it to the correct address. I didn’t receive any response back from him after that and about five days later he opened a case with eBay stating the package was never delivered to him. What are my options here?
@transplantusedparts wrote:five days later he opened a case with eBay stating the package was never delivered to him. What are my options here?
Respond to the case with the tracking number.
In the comments section, say the following: "According to USPS tracking number (fill in the blank) was delivered on (date) at (time) to the address in the buyer's order."
The case will close within a few days in your favor.
Buyers are responsible for supplying safe and accurate shipping addresses. They're expected to double check their information before completing payment.
This is an easy win for a seller.
it doesn’t give me an option to contact eBay and give them a tracking number. Also a tracking number is already tied to this order that shows it was delivered. These things have happened to me in the past and eBay always sides with the buyer and refunds them from my account. Should I just call eBay?
unfortunately I cannot reply to eBay, only the seller. This has happened to me in the past and eBay always sides with the buyer and refunds them from my account. I don’t know how this is an easy win for me but at this point it seems like the only thing I can do is call eBay.
Do nothing except make sure you enter the tracking number into the INR. Then you may want to message the buyer and I would strongly suggest you do that from within the INR so that everything stays with the INR for notes, offers and details of what or has happened.
You WILL WIN this case. Just let it move along to eventually being closed by Ebay in your favor. It may take them a couple weeks or a little more, but Ebay will take care of this in your favor.
" I also told him that if the package gets sent back to me I would resend it to the correct address. "
That would ONLY compound your problems with this transaction and potentially if will hurt the health of your selling account.
It is not your fault the buyer gave you an incorrect address. This is all on the buyer. DO NOT for any reason issue a new shipping label from the transaction the buyer purchased from. That can wipe out all the history regarding tracking and showing it to be delivered and that would be very problematic for you. Besides that, you may get a late shipment defect on your Seller Dashboard. You would also LOSE ALL your seller protection on this transaction if you change the address it was suppose to ship to on the original order/payment.
You also should NOT pay more money to reship the item when it was NOT your error but that of the buyer.
What I do in these cases is go to PayPal and issue an invoice to the buyer for the cost of reshipping the item to include the PP fees you have to pay as well. Then when they pay you, use the PayPal transaction to create the shipping label.
But NEVER refund before you actually receive the item back, unless you are good with them keeping the product and the money.
@transplantusedparts wrote:
it doesn’t give me an option to contact eBay and give them a tracking number. Also a tracking number is already tied to this order that shows it was delivered. These things have happened to me in the past and eBay always sides with the buyer and refunds them from my account. Should I just call eBay?
Click where it says update tracking details for the buyer. Then include a note that says something like "Tracking shows item was delivered on "date" and "time" to the address on your payment.
You will win case
@transplantusedparts wrote:
unfortunately I cannot reply to eBay, only the seller. This has happened to me in the past and eBay always sides with the buyer and refunds them from my account. I don’t know how this is an easy win for me but at this point it seems like the only thing I can do is call eBay.
You don't need to contact eBay. Just do as you were told above.
@tobaccocardyahoo wrote:If you have to you should go to the desktop site to enter the tracking number. It must be in your response.
You will win this case with Ebay but if the buyer opens a credit card chargeback dispute, you may not win that.
If the buyer did file a Chargeback with their funding source for Non Delivery. The OP can prove through the electronic tracking that it was shipped and received. Ebay would protect the seller as long as they followed the requirements to ship and with tracking.
So while the CCC may refund the buyer, it is unlikely that the money would come from the Seller, but from Ebay.
@transplantusedparts wrote:
unfortunately I cannot reply to eBay, only the seller. This has happened to me in the past and eBay always sides with the buyer and refunds them from my account. I don’t know how this is an easy win for me but at this point it seems like the only thing I can do is call eBay.
Your options @transplantusedparts are clearly stated in that Screen Shot you provided.
Go to the Select how to respond section. Click on the first option and enter the Tracking number.
Then come back to the claim screen and select the THIRD option which is contact the buyer. The politely and professionally explain to them what happened. Also remind them that it was the incorrect address provided a the time of payment that created the issue, NOT something the seller did.
