Cancelling an order after printing shipping label

[donnybrookqueen]

A buyer messaged me soon after ordering (after I’d printed the shipping label) and said their address was wrong. They asked me to ship it to a different address. I told them I couldn’t, and they needed to change their address, cancel the order, and repurchase it. She says it will not let her cancel.  She changed address in profile, so I tried to print a new shipping label, but the old address is still there.  Help. 

[mommaknows · Accepted solution]

You need to cancel due to problem with address.  Cancel the shipping label. 

Relist and let them know that they then can purchase with their updated/new address. 

This is what I would do.

Ps. Monies from canceled postage takes a bit, but it will show up.

Hope I helped. 

[ittybitnot]

@donnybrookqueen 

First thing to observe here is if the "person" asking you to ship to another address has the same ID as your actual buyer.  Lots of times someone else will contact you that is NOT your buyer, just to see if you fall for it.  If that is the case, and you do change the address the REAL buyer will get nothing, and the imposter will get the product.  YOU will get the shaft when the REAL buyer files INR and you have to refund. 

You don't want to arbitrarily cancel an order if you do have an "imposter".  All that does is cancel the order on the real buyer who actually paid you.  

If it is the same person, you can cancel the order "problem with the buyer's address" and tell the buyer to repay with the correct shipping address.  Buyers cannot cancel a transaction on their own yet though they are testing this, so you can do it. 

[ittybitnot]

@mommaknows 

See message #3. 

[mommaknows]

@ittybitnot  Another post it on my wall!! Never thought about someone else trying to change an address. Wow!

[itsjustasprain]

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@mommaknows wrote:

@ittybitnot  Another post it on my wall!! Never thought about someone else trying to change an address. Wow!

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So in this case did that change request message come from the ID of your buyer? If so and she already paid then you will need to issue a refund. If she has not paid yet then you can just do a cancel with the reason of buyer requested.

[mam98031]

@donnybrookqueen 

Your buyer is correct.  Since you printed the shipping label, they can not REQUEST a cancellation.  Buyers have no power to cancel a transaction, they can only request a cancellation.  Then the seller has to process it if they agree to it.

You did the right thing by notifying your buyer that you could not change the ship to address.  EXCELLENT job, to do something like that voids the Seller Protection on the listing.  GOOD JOB.