Buyer ‘forgot’ to change address when they moved

[meeshespieces]

Hello All, This is my first issue. I’ve been a seller for over two years now. I have a buyer who messaged me after her items had been shipped saying that she forgot to change her address when she moved, but hoped her package would be forwarded. Sold 8/24/23, received msg 9/2/23. 
I sent her all the tracking information & told her to let me know if I could help. 
Fast forward to 9/14/23, I received the package back & messaged her for her new address. See pics for details, She either doesn’t see or ignores my messages and creates a case with USPS. After I told her I had her package. 9/21/23, she asks for help again, I respond asking for new address, no response! Today, she asks AGAIN, for help. I responded again, and sent her screenshots of the previous messages.

 I’m at a loss. I don’t have the money to return her items, but I am willing to reship them. 
I need suggestions. Am I responsible for the cost or is she? What do I do with this.. it’s driving me nuts lol 

please help 😅

[meeshespieces]

Now she sends me a message with her email address, not her shipping address!

 I try to email and it comes back undeliverable! Ugh! 

[titipeo]

Not your problem. Buyer had plenty of time to update the address upon purchase. They had to verify and confirm the address upon checkout, that's on them. They also had to do a mail forwarding with the post office when they moved, again, that's on then. You as seller are responsible to ship to address that prints on label, NO CHANGE ALLOWED. Otherwise, you lose sellers protection. At this point, since you have the package back, refund total cost, deduct the original shipping, eBay fees, selling cost, etc. basically item cost 

[meeshespieces]

THANK YOU!!! I have been searching for an answer on this. I really appreciate your input & taking the time to help!!

[spark-chaser1]

I agree…. The buyer goofed, not you. It is their responsibility to provide the correct address.  

Your responsibility is to ship to that address, as you have done. 

This one is on them.  

[4pawsup*]

I had put a change of address in with the post office a week before we moved. I forgot to change my address with ebay. The post office delivered to my old address. Certain packages cannot be forwarded. I kept checking the tracking and when it showed delivered i drove 20 minutes at took it out of the mailbox. I am not sure if i could have gotten in trouble for not notifying the post office but i figured it all ended well.

[femmefan1946]

You don't owe her a penny by eBay's rules.

https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?...
 

But do keep in mind that she can still appeal to Paypal and to her credit card, depending on how she paid.

I would cancel the transaction and refund the purchase price (only), since you paid out for fees and for postage and packaging.

Then Block her.

Keep any messages but replying to them means she can continue communicating for 30 days after each of your replies.

[soh.maryl]

What kind of things can't be forwarded, even if you have a forwarding notice at the post office?  

[toomuchstuffagain35]

AFAIK they won't forward junk mail or magazines, and then there are those certain items from govt agencies that can't be forwarded either (Unemployment, Medicare, SS etc)

[4pawsup*]

@soh.maryl  Hello 

I do not want to give you bad information but i know there are certain things that the USPS will not forward.

I will check to see what that is and get back to you. Unless someone out there knows already.

[4pawsup*]

@soh.maryl  Hello again,

The post office will forward letters & packages. There were changes posted below.

The U.S. Postal Service is enhancing security protocols surrounding its change of address (COA) service by implementing additional identity verification methods. These enhancements are designed to address global identity theft concerns, and to protect our customers’ information. The change of address service remains simple and convenient to use. It can be completed in a few steps, online at USPS.com, or by visiting one of more than 33,000 local Post Office™️ locations.

[itsjustasprain]

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@4pawsup* wrote:

@soh.maryl  Hello 

I do not want to give you bad information but i know there are certain things that the USPS will not forward.

I will check to see what that is and get back to you. Unless someone out there knows already.

---

I think this question has already been handled anyway - but I can add from recent experience in my selling account that an Ebay package I shipped to a buyer address (not a freight forwarder) did get forwarded to another address for delivery. Apparently the buyer did have a forwarding order in effect.

If you have a free Informed Delivery account with the USPS I believe you can set up a forwarding order on-line. Not sure of the details for that but its definitely quicker than filling out a paper form at the post office.

[sextons-sweet-deals]

I smell a scam! Anyone who 'supposedly moves' would follow the common since to fill out a moving / mail forwarding claim with the USPS. 

Block the buyer. Relist the item.

Do not ship to any address that the buyer provides you in an e-mail. 

They need to update their eBay account information!

[meme6253]

I just had a similar issue,she moved & never changed her info., the order was returned to me because they were unable to forward, I refunded her original cost except for shipping, It was not my fault,so i did not refund the shipping, She purchased the item again & all is good!

[femmefan1946]

@soh.maryl It may be different in the USA, but Canada Post will not forward parcels even when the customer has paid for a Change of Address service, which costs $30 for three months.