Buyer entered a incorrect address and started a case

[transplantusedparts]

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? 

[mam98031]

@tobaccocardyahoo 

"Unfortunately, the buyer cannot prove it was shipped to an address which is validated by the credit card Address Verification System, so it is no different than a stolen card."

That is a new one on me.  I had no idea that a credit card company verifies ship to addresses. 

"But the dispute will not be a stolen card dispute.  Who do you think is going to eat this charge when the credit card issuer refunds the buyer? Hint, it is not the credit card issuer. Nor is the chargeback going to be a non-service related chargeback for a stolen card which PayPal might cover. Even if Ebay covered a stolen card chargeback, this would not be one."

I'm not sure what you are referring to as clearly I missed something in this thread.  I'm not sure why you think I don't know how a Chargeback is processed.  I'm also not sure where the "stolen card" reason came from.  Clearly I missed an important post.  I will go back and read them all a little later so I can be current on the actual issue for the OP.

If a transaction is covered by Seller Protection, which would be true of the OP's transaction as described by them.  Even if the credit card was stolen, that would be an Ebay problem, not a seller issue.  Ebay through Managed Payments verifies payment methods used by the buyer at the time of purchase.

The OP will NOT lose their money, nor be charged that  $20 fee.  If for some reason it were to happen, the OP should appeal because it was inappropriate with the information the OP has supplied here.

[babyers88]

not sure what you are doing wrong to loose a item not received case, unless it was in fact shown as not delivered.

you select the 1st option, then if the tracking was already submitted prior it will just say you cannot change the tracking number after delivery.

then you just go to the 3rd button and send the buyer a message and say tracking shows it was delivered on xx/xx/xxxx and that's all you have to do. 

then after around 10 days or so it automatically closes without any defect or funds taken

it is 100% not your fault that they entered the wrong address and nothing you can do about it either.

if they leave you a negative because of it you can have it removed.

the bottom line is here tracking shows delivered and there is no proof of anything otherwise, even if was stolen off the porch or out of their mailbox, you are not responsible for that.

that's it, that's all. the end. 

[tobaccocardyahoo]

@mam98031 

They have have had AVS systems for many years. Initially AVS was handled over the telephone, but capabilities were added for automated online verification by programmers at merchants.

The billing address for the card was a valid address in the system, and other addresses could be added at the cardholder's request. Typically, some people added their work address.

Amazon was one of the first internet marketplaces to allow shipment to non-verified addresses and agreed to cover claims for unauthorized use or stolen card for its sellers. Made it easy to make gift purchases.

PayPal which always did its own thing unless forced not to, created its own verified addresses and attempted to punish buyers who filed chargeback claims because of address issues.  They wanted the buyers to pay them back. They backed down when Visa, Mastercard and Amex threatened to terminate their ability to handle credit cards.

I am not aware of any instance of Visa and Mastercard making any changes to increase their risk. Not in any of the settlements with big merchants which have occurred over the years.

The programmer's instructions for how to implement transactions, which include how to use AVS are also available online.

[reallynicestamps]

That would ONLY compound your problems with this transaction and potentially if will hurt the health of your selling account.

I agree.

It's a MONEY Back Guarantee for good reason.

[dariudaudery_0]

From my experience > Update tracking information on the case > Contact buyer using open case and reply delivery message copied from the shippers website > escalate case when you see the button.

You will win the case, buyer can contact eBay again and get it overturned somehow even if it shows delivery or they may get refund from eBay "Refunded (eBay paid)" if it did not cost much.

If it gets overturned in buyers favour which is very likely > contact customer support and get it overturned again as you did nothing wrong. They should fix it in your favour.

[mam98031]

@tobaccocardyahoo 

On Ebay when a buyer is checking out, they can designate any ship to address they want.  It doesn't have to be an address their credit card company is aware of or even Ebay.  I've shipped to my mom, my daughter away at college and likely a few other places in my time on Ebay that was not my home address.

There is no requirement on Ebay that a buyer has to ship to an address their credit card company has approved.  

Sellers are required to ship to whatever address the buyer gives them at the time of payment, regardless of what the CCC has for addresses.  

[mam98031]

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@reallynicestamps wrote:

That would ONLY compound your problems with this transaction and potentially if will hurt the health of your selling account.

I agree.

It's a MONEY Back Guarantee for good reason.

---

No, the OP does not need to refund this buyer UNLESS the item comes back to the seller.  

The seller shipped to the address that the buyer gave them at the time of purchase.  As long as the Seller shipped within their stated handling time, with tracking and to the address on the payment, they care covered by Seller Protection.  The MBG does NOT protect the buyer on this type of issue.

[mam98031]

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@dariudaudery_0 wrote:

From my experience > Update tracking information on the case > Contact buyer using open case and reply delivery message copied from the shippers website > escalate case when you see the button.

You will win the case, buyer can contact eBay again and get it overturned somehow even if it shows delivery or they may get refund from eBay "Refunded (eBay paid)" if it did not cost much.

If it gets overturned in buyers favour which is very likely > contact customer support and get it overturned again as you did nothing wrong. They should fix it in your favour.

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@dariudaudery_0 

Seems several posters on this thread are unaware of how a transaction like what the OP has is suppose to be handled or the outcome of an INR in this type of case.

The OP/Seller has done EVERYTHING RIGHT.  They shipped the item to the address the buyer gave them at the time of payment.

The buyer realized at a later time, after the item had been shipped, that they gave the seller the wrong ship to address.  When this happens it is NEVER the fault of the seller.  The buyer is the one that has created this issue.

 Once the item shows delivered to the address the buyer gave the seller at payment, the seller is in the clear.  The processed the order exactly how they were suppose to.

When a buyer opens an INR because they didn't receive it, when the buyer is the one that gave the wrong address, that is NO FAULT of the seller.  The buyer will not win this kind of INR.  It would not get overturned during an appeal.  

Now Ebay may decide to come out of their pocket to refund the buyer, but that will not affect the seller or their stats in any way.

[estate_echoes]

@transplantusedpartsSelect the "Update tracking number for buyer" option and put in the tracking number to win the case. Seems redundant, but that's what you have to do, if you havent already. And can you report back if it worked out?