Buyer is not responsive to a Paypal invoice

[bfauxcreations]

I sold an item on Jun26th and shipped it Jun 27th. It was returned to me(on July 5th) because of an insufficient address. I immediately contacted buyer once I received the package and they did provide me with the correct apartment number and wanted it reshipped. I explained to them that the seller is not responsible for covering any additional shipping fees. I also spoke with an Ebay agent that assured me this not my fault as well and to provide an invoice via Paypal. I was able to generate an invoice and sent a message on Ebay with the link. There is no invoice date, it is just asap. The invoice was sent on July 9th, and so far there has been no response. I have a bad feeling about this because so far the buyer seems incredibly unfriendly and short with their responses so far. I've not heard another word since July 5th or 6th.  I am not sure what to do next as I have never had anything like this happen. 

[mtgraves7984]

I am not sure what to do next as I have never had anything like this happen. 

@bfauxcreations 

Cancel the order, citing 'Problems with buyer's address'. Relist the item and have the buyer repurchase it, providing the correct address at checkout. You'll lose all seller protections if you don't ship to the address on the order. Good luck.

[albertabrightalberta]

I wouldn't cancel. 

What I'd do is issue a refund (through the order) deducting original shipping and any costs that weren't credited by ebay. (You can do that in cases where the buyer provided an invalid/nondeliverable address.)

You shouldn't have to refund original shipping since you spent that money and can't get it back.

[dirk12955]

Cancel the order as Mtgraves suggested.

Refund what the buyer paid for the item.     Keep what the buyer paid for shipping

No way,  No how,   Is the transaction going to turn out well.  

I wouldn't make a new deal myself.   I'd block the buyer after refunding.  But that's me.

[12345jamesstamps]

'insufficient address'...I have gotten a lot of those. They usually don't contact me.

Wait for buyer to open 'item not received'...then refund the buyer.

Don't email buyer anymore.

I wouldn't refund buyer until they ask for it..

And I wouldn't reship it.

And I would block the buyer.

Just me on what I would do.

[jonathanbrightlight]

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@albertabrightalberta wrote:

I wouldn't cancel. 

What I'd do is issue a refund (through the order) deducting original shipping and any costs that weren't credited by ebay. (You can do that in cases where the buyer provided an invalid/nondeliverable address.)

You shouldn't have to refund original shipping since you spent that money and can't get it back.

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@bfauxcreations 

This is the correct advice quoted above, rather than cancelling.  Cancel and Send Refund are two different functions on eBay, and if you Cancel, you can only provide a full refund.  If you just choose Send Refund, you can choose the amount.

[bfauxcreations]

Well, thanks for the responses, but apparently I left out the part that the item was already reshipped and delivered.  Buyer already has the item.  Initially I thought I would just cancel, refund(minus original shipping). I told them I could just relist and they could repurchase with the correct address. They wanted it reshipped but I explained I was not responsible for the shipping charges, but apparently I shouldn't have reshipped unless they paid the invoice first.

[jonathanbrightlight]

Ah, yes, if the buyer has the item you don't really have any leverage or control anymore.  Probably best to eat the loss of the additional shipping and move on, though I know it hurts.

[sextons-sweet-deals]

I see no item's sold under your I.D.

[reallynicestamps]

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

Technically, eBay does not require you to refund anything.

They consider the Undeliverable  shipment as the end of the transaction.

[gloryglorygifts]

You will have to chalk that up to a lesson learned. Never change addresses on ebay and never send to addresses provided to you via messaging. It is the buyer's responsibility to have their correct information on here for mailing and that is the only way that they are covered under the buyer protection plan. All financial transactions should be handled on here so the next time you get an item back, refund and relist. 

I'm sorry you had to learn the lesson the hard way. Good luck to you in your ebay selling!

[mam98031]

@mtgraves7984 

Once an order has shipped and there is an issue, using the Cancellation process is no longer the appropriate way to handle this kind of issue.

An order cannot be canceled if:

• The seller has shipped the item or the item has been collected in person
• The buyer has reported that the item hasn't arrived
• The buyer has opened a return request
• It's more than 30 days since the order was placed

https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298

[mam98031]

@bfauxcreations   Did you notify the buyer that you were sending a PayPal invoice?  If they didn't know it was coming, they may not have been looking for it.

One thing to always remember when you have an issue like this.  If the buyer were to be cooperating and they paid the PayPal invoice [hopefully you charged them for the shipping plus your PayPal fees], then make sure your new shipping label is created in PayPal.  DO NOT create if from the original order in Ebay.  You do NOT want to muddy the information on the original tracking number, so do not use Ebay to generate the new shipping label.

Now I understand your buyer isn't cooperating.  I would just stop messing with them.  I would do like @albertabrightalberta suggested.  Just go and refund the buyer LESS the original shipping and any non recoverable fees.  That would be the 40 cent per transaction fee and the FVF on the amount you keep.

I know that some sellers don't do this and will just keep the buyer's money because Ebay doesn't force the seller to do the right thing in this situation.  I certainly don't agree with doing that and I don't need Ebay to force me to do the right thing, I can do that all on my own.  I aways refund my buyers but I also don't allow myself to lose money either.  I just break even on the transaction, which I can accept.  

[jonathanbrightlight]

@mam98031 

The buyer, not the seller, actually has the item now.  I missed that too, but they clarified a few posts ago: https://community.ebay.com/t5/Selling/Buyer-is-not-responsive-to-a-Paypal-invoice/m-p/35174894/highl...

[tobaccocardyahoo]

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@bfauxcreations wrote:

Well, thanks for the responses, but apparently I left out the part that the item was already reshipped and delivered.  Buyer already has the item.  Initially I thought I would just cancel, refund(minus original shipping). I told them I could just relist and they could repurchase with the correct address. They wanted it reshipped but I explained I was not responsible for the shipping charges, but apparently I shouldn't have reshipped unless they paid the invoice first.

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That was one of the worst choices you could make if you did not want to be responsible for the shipping charges.

The buyer is not required by Ebay to do anything. You are not permitted to request after the order additional payments.

Once again, an inexperienced seller took advice from a less experienced and knowledgeable Ebay customer support rep.

No matter how hard Ebay makes it to contact one of these turkeys, some sellers find a way and lose money as a result. Some even lose their Ebay account. Consider this a learning experience you have paid for, do not contact Ebay support and do not believe anything they tell you unless they have copied and pasted from Ebay help.