Buyer paid with wrong address in Paypal

[nancyschina]

This has not happened to me bofore so I've come here for some advice.  A buyer paid but his old address was in Paypal.  I have printed the label but haven't shipped yet. 

Can I refund the payment, cancel the label, and then have him repay with the correct address?  Or ... do I have to cancel the entire sale, relist and have him purchase again?

Thanks in advance for your replies

Nancy

[ohnojoey]

The same buyer told you it is the wrong address? If so, did they correct it in paypal, if not, why not?

[inhawaii]

This has happened to me many times. 

Even if they correct the shipping address, the shipping label will still show the old/wrong address.  Technically the only way to do it (right) is to have him cancel the order,  fix the shipping address, then re-order.

[divwido]

Or refund the payment, have them fix the address issue and repay.

[divwido]

The buyer might try calling PayPal to see if they can fix the address and get it to stick.

[inhawaii]

I may be wrong but i think if you initiate a refund, it will count as a strike against you.  You have to ask the buyer to cancel the transaction.

[lacemaker3]

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@nancyschina wrote:
...
... do I have to cancel the entire sale, relist and have him purchase again?
...

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Yes, that's what you need to do.

But first, double-check that it is the real buyer, contacting you from the eBay account that made the purchase. Sometimes scammers will contact a seller from a different eBay account, claiming that they are the buyer and asking to change the address. This is a scam, an attempt to steal the item from you.

If it was the real buyer who contacted you, then you can refund the payment using the reason "Problem with the buyer's shipping address". Since the buyer has told you it's the wrong address, that is on record in the eBay messages, and you won't get a defect. Once you have refunded the payment, it isn't possible for the buyer to pay again.

FYI, it doesn't make any difference what address the buyer had in their PayPal account. And PayPal can't make any changes to the address on a transaction.

For eBay purchases, the shipping address always comes from the eBay Checkout page. The buyer's default shipping address is shown there, and if they want to use a different address, they have to change it before the complete the payment. There's a change link underneath the address. Once they pay, this address is passed to PayPal and it becomes the shipping address on that PayPal transaction.

[labs118]

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@nancyschina wrote:

This has not happened to me bofore so I've come here for some advice.  A buyer paid but his old address was in Paypal.  I have printed the label but haven't shipped yet. 

Can I refund the payment, cancel the label, and then have him repay with the correct address?  Or ... do I have to cancel the entire sale, relist and have him purchase again?

Thanks in advance for your replies

Nancy

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Tell your buyer you are going to cancel and select Problem with buyers address
Relist it & have them purchase again , at checkout there is a spot to change address, they can change it there 
I ship to family & friends all the time & change the address at the checkout page.
Or he can correct it in Paypal and pay again
If you printed the label already yes  just go in and void it then issue the new label when the address shows correct on the payment transaction page

You won't get a defect for a cancel because of buyers address issue 

Edit to say  off to the slow typing corner lacemaker is fast 

[lacemaker3]

@labs118, thanks for remembering about voiding the first label. I forgot!

[buyselljack2016]

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@lacemaker3 wrote:

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@nancyschina wrote:
...
... do I have to cancel the entire sale, relist and have him purchase again?
...

---

Yes, that's what you need to do.

But first, double-check that it is the real buyer, contacting you from the eBay account that made the purchase. Sometimes scammers will contact a seller from a different eBay account, claiming that they are the buyer and asking to change the address. This is a scam, an attempt to steal the item from you.

If it was the real buyer who contacted you, then you can refund the payment using the reason "Problem with the buyer's shipping address". Since the buyer has told you it's the wrong address, that is on record in the eBay messages, and you won't get a defect. Once you have refunded the payment, it isn't possible for the buyer to pay again.

FYI, it doesn't make any difference what address the buyer had in their PayPal account. And PayPal can't make any changes to the address on a transaction.

For eBay purchases, the shipping address always comes from the eBay Checkout page. The buyer's default shipping address is shown there, and if they want to use a different address, they have to change it before the complete the payment. There's a change link underneath the address. Once they pay, this address is passed to PayPal and it becomes the shipping address on that PayPal transaction.

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To add to this, have the buyer be sure before repurchasing that the payment is not automatically linked.

Some have it linked, and never see the spot to change the address at checkout.

Also, there have been some posts recently that eBay, or PayPal has done some sort of an update, and "old" addresses are being populated where they should not be.

[lacemaker3]

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@buyselljack2016 wrote:

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...

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To add to this, have the buyer be sure before repurchasing that the payment is not automatically linked.

Some have it linked, and never see the spot to change the address at checkout.

Also, there have been some posts recently that eBay, or PayPal has done some sort of an update, and "old" addresses are being populated where they should not be.

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The shipping address is always there for the buyer to check it ... even if the buyer has enabled "Quicker Checkout" with PayPal, they still have to choose the payment  method on the Checkout page first. The choices are usually PayPal, PayPal Credit, and Credit or Debit Card.

The buyer's shipping address is shown there, underneath the available payment choices. They don't go to PayPal (with or without the login required) until they click on PayPal for the payment method. They should be checking the shipping address before that.