Buyer put wrong address

[coloradodude]

this buyer messaged me after their item was tracked and delivered to the wrong address (but the address eBay supplied me and the address they had on file) and said “can you send me another one I put the wrong address” and opened an item not received case.

So now some funds are on hold and I’m probably going to get my first negative feedback too. This person is actually blaming me for them not having the right address. They didn’t contact me until after it was delivered!

I had 3 options to respond to the case, message buyer, refund buyer, and something else. None of them were favorable so I responded to the buyer through the eBay message thing. I’ve also been messaging the buyer. They messaged me and admitted immediately in the first two messages to me that they put their old address.

but they’re blaming me saying “I tried to cancel it ebay wouldn’t let me” yeah no way because it was already in the mail when you probably tried. They messaged me after it delivered. So I told them look you shouldn’t have opened a case against me when you made the mistake. I advised them to contact the new homeowners or their old leasing office and tell them they have a package there. I also told them it’s a federal crime to open someone else’s mail so if anything the item should come back to me.

But this person opened a case against me for their own mistake and is probably going to be my first (over 200 items sold) negative feedback. So not sure I’m feeling too hot about paying to ship to them a second time, especially since that won’t be tracked through eBay and may come back as sone mistake on my end when it wasn’t. 

is eBay going to side with me here? I mean I shipped to the address on file. They didn’t reach out to me until it delivered. They’re also asking me for another one and I told them I don’t have another hoodie and they asked me to just give them something. Like what? I did my part and shipped to your address. You should have updated it.

what do I do?

[r_lresale]

If they opened an INR case then you need to respond by uploading the tracking number again through the case they opened. If that tracking shows delivered then they will lose that case. 

[inhawaii]

If they open a INR (item not received) case make sure you respond to the case immediately also make sure you upload the tracking number.  If the tracking shows it was "delivered" to the address ebay provided, you will win the case.

Don't even worry about possibly getting a negative for now.   Deal with that if/when it comes.

[monica-sells]

Opening the INR against you was the best thing they could do (for you)

break everything into segments....and simply follow procedures

(don't let feelings, opinions or anything else enter the equation)

Buyer submitted and INR (Item Not Recieved)

eBay will request tracking information ....

Comply with that request and upload/supply ebay with those tracking numbers that show delivered....

that should satisfy that segment

Is the item being returned to you?

Did the wrong party receive and keep the item?

oh...I wouldn't worry too much over the neg feedback possibility

if what you have stated is fact, ebay would most probably remove it....

try your best to resolve with the buyer, though...do not involve ebay "step in to help"

[wheelworkzmurfreesboro]

I would contact eBay. You did nothing wrong. I would also report the buyer. I believe ebay will rule in your favor and remove any bad feedback.  I've been treated very fairly for the 11 yrs I have sold here.

[coloradodude]

Okay thank you. I appreciate all the responses. Unfortunately, I chose the message the buyer option as the tracking is already uploaded on the item. So now the case is awaiting the buyers response. Did I mess up? Or will I get another chance to copy that tracking into the case before they rule against me?

Thank you.

[whimsyonthewinetrail]

you need to also add the tracking number into the case itself .....  the number does not seem to transfer from "shipping" to case ....

[monica-sells]

something sounds out of sequence to me...

"...I had 3 options to respond to the case, message buyer, refund buyer, and something else..."

this request was for the INR?

[inhawaii]

You can still upload to tracking. Do it asap!

You have to go to the case.

[1786davycrockett]

@coloradodude 

When a buyer opens up an "item not received" case against a seller, eBay sends the seller a form email, requesting the seller to fill in the tracking number in the space provided on the form, with the delivery service.

You may also include a brief message to the buyer, indicating the day upon which you mailed the item, the date and time that the tracking shows that the item was delivered (plus any other notes from the delivery carrier, such as "in the mailbox," "in the door," "on the porch," etc).

Then send the email form directly back to eBay.  The buyer has several days to respond; but, if the buyer doesn't respond, eBay will find in your favor, and may erase any negative feedback from the buyer.

At this point, do NOT respond to any more emails, or threats, or demands from the buyer -- and do NOT send the buyer any freebies.

Let the case run its course:  as long as you have properly downloaded the tracking number on the INR case form, you are covered by the only guarantee provided to sellers by eBay.

Good luck.

[janet9988]

Yes file the claim for an  abusive buyer...

They are violating several policies.

https://www.ebay.com/help/policies/rules-policies-buyers/abusive-buyer-policy?id=4374&st=3&pos=2&que...

[ms.rodriguez*]

After you are done , make sure that you block this buyer. If you have multiples of this item, hold them back for a week or so. YOu don't want this buyer bidding again even if they put the correct address.  They just might try something fishy as payback for losing the case.

[coloradodude]

Yeah I found it and added tracking. Still waiting on buyer response. I tried to speak with them and help them to go retrieve it as they’re in the same city as their old address, but they really cannot speak English or at least type it well at all. Doesn’t have a car and isn’t willing to try and go get it. After the last message I realized this buyer won’t communicate properly so I stopped responding. I don’t think I did anything wrong in the messages because I kept in mind that eBay may review our conversation. 

So here’s a question. If I win the case and the item is sent back to me via the return address from the new tenet at the buyers old address… am I obligated to buy another label and send it to this persons new address? What do I do with the item? Is it fishy to list it again? Maybe I’ll just donate it if it comes back. I don’t want to hurt my store.

[inhawaii]

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@coloradodude wrote:

So here’s a question. If I win the case and the item is sent back to me via the return address from the new tenet at the buyers old address… am I obligated to buy another label and send it to this persons new address? What do I do with the item? Is it fishy to list it again? Maybe I’ll just donate it if it comes back. I don’t want to hurt my store.

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If you win the case (and you should) and the package is somehow returned to you, you are NOT obligated to re-send the item or even refund the buyer.  Most sellers (including myself) will refund the buyer the item price LESS shipping, but it's up to you. 

[1786davycrockett]

@coloradodude 

Keep in mind that the individuals who now live at the old address have NO obligation to return the item to you, although it would be nice if they did.

Unfortunately, there seems to be an increase in the number of people who have chosen to NOT return items which are shipped to them by accident:  they either keep the items, or dispose of them.

Years ago, I regularly was receiving returns from this type of "error" delivery; but not so much anymore.  Maybe folks were simply more honest then.

But you have no obligation to reship the item (or anything else!) to your buyer, unless your buyer makes an entirely new purchase. 

If the item is actually returned to you, I would refund the buyer for the purchase price, less the shipping charge, and the thirty cents fee which eBay hits us with on every sale -- eBay should refund you the final value fee, as well, after you refund the buyer.

Good luck.