Buyer has item forwarded to a new address. It was sent back to me and now he wants cancel

[thelastrav3n]

So I have a scenario I haven't had before. I sold an item to a buyer. They paid and I shipped it out the next day. It was delivered in a few days and I thought the transaction was done.

Today I received the same item back in the mail. It had a forwarding address as well as a return to sender. I contacted the buyer.  According to the buyer he had moved and the wrong address was on PayPal. I asked if he could pay for shipping this time around since I paid for free shipping and sent it to the address that was provided.

Now the buyer wants to cancel altogether. I would rather not do this since I would be out the cost of shipping and would have to try to resell the item, but if the buyer opens a case I'm not sure.how to proceed  

[emerald40 · Accepted solution]

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@thelastrav3n wrote:

So I have a scenario I haven't had before. I sold an item to a buyer. They paid and I shipped it out the next day. It was delivered in a few days and I thought the transaction was done.

Today I received the same item back in the mail. It had a forwarding address as well as a return to sender. I contacted the buyer.  According to the buyer he had moved and the wrong address was on PayPal. I asked if he could pay for shipping this time around since I paid for free shipping and sent it to the address that was provided.

Now the buyer wants to cancel altogether. I would rather not do this since I would be out the cost of shipping and would have to try to resell the item, but if the buyer opens a case I'm not sure.how to proceed  

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Your choices are to either refund the buyer or be willing to pay to have the item shipped out again.

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[kensgiftshop]

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@thelastrav3n wrote:

Now the buyer wants to cancel altogether. I would rather not do this since I would be out the cost of shipping and would have to try to resell the item, but if the buyer opens a case I'm not sure.how to proceed  

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Since you have the item back, I would cancel the order.

Use problem with buyers address as reason to cancel.

[sam9876]

I wouldn't do anything. 

[emerald40]

Item came back.  Buyer wants to cancel.

You just cannot ignore that.

[sam9876]

Why not?

[jason_incognito]

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@sam9876 wrote:

Why not?

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eBay will decimate you

[emerald40]

Seller is asking to cancel.  So he is not going to just go away.

Item already returned.

So OP cannot just keep the item and the money.

[missjen831]

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@emerald40 wrote:

Seller is asking to cancel.  So he is not going to just go away.

Item already returned.

So OP cannot just keep the item and the money.

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He can. Until a PayPal dispute is opened. Ebay won’t decimate the OP. The buyer will lose an INR because he gave the wrong address. Doesn’t matter if the OP got the item back. 

I would issue a partial refund minus the eBay fees & shipping cost.

[emerald40]

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@missjen831 wrote:

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@emerald40 wrote:

Seller is asking to cancel.  So he is not going to just go away.

Item already returned.

So OP cannot just keep the item and the money.

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He can. Until a PayPal dispute is opened. Ebay won’t decimate the OP. The buyer will lose an INR because he gave the wrong address. Doesn’t matter if the OP got the item back. 

I would issue a partial refund minus the eBay fees & shipping cost.

________________________________________

There are other entities besides ebay.

Morally if the item comes back to you, you refund their money.

Is this how some sellers do business here?

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[missjen831]

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@emerald40 wrote:

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@missjen831 wrote:

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@emerald40 wrote:

Seller is asking to cancel.  So he is not going to just go away.

Item already returned.

So OP cannot just keep the item and the money.

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He can. Until a PayPal dispute is opened. Ebay won’t decimate the OP. The buyer will lose an INR because he gave the wrong address. Doesn’t matter if the OP got the item back. 

I would issue a partial refund minus the eBay fees & shipping cost.

________________________________________

There are other entities besides ebay.

Morally if the item comes back to you, you refund their money.

Is this how some sellers do business here?

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Well duh. That why I said “until he files a PayPal dispute”.  

I don’t sell here so.....;) 

[emerald40]

Jen this is the second time you have alluded to the fact that I do not sell here.

Could you please elaborate as to why you keep repeating this?

[cka197818]

It is the buyers responsibility to make sure that their shipping address is kept current. The seller relies on this information and you are obligated to send to the address that is provided to you by e-bay and or PayPal. Since the buyer received Free Shipping, I would cancel the transaction because of a problem with the address and issue a partial refund. I would deduct the original shipping and any fees .

[hafoster]

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@cka197818 wrote:

I would cancel the transaction because of a problem with the address and issue a partial refund. I would deduct the original shipping and any fees .

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Please, can you explain, step-by-step --

how to cancel and issue a partial refund? Thanks!

[myangelandmyprincess]

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@emerald40 wrote:

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@missjen831 wrote:

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@emerald40 wrote:

Seller is asking to cancel.  So he is not going to just go away.

Item already returned.

So OP cannot just keep the item and the money.

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He can. Until a PayPal dispute is opened. Ebay won’t decimate the OP. The buyer will lose an INR because he gave the wrong address. Doesn’t matter if the OP got the item back. 

I would issue a partial refund minus the eBay fees & shipping cost.

________________________________________

There are other entities besides ebay.

Morally if the item comes back to you, you refund their money.

Is this how some sellers do business here?

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Well did say she would refund minus the shipping and fees.  So I see that refunding the buyer.   The seller shouldn’t be out money for the for buyer mistake either   Refunding minus those costs fulfills moral obligation.  It’s not like the seller is pocketing money that money is already spent and gone