Delivery dilemma.

[myjunqueyourtreasure]

Had a buyer request a change of delivery address after the purchase was made. The item was under $10 so I said okay. Then I forgot to change it when doing the label.

As soon as I realised I contacted the buyer and asked if it was possible for them to do a forwarding notice with the PO.

It was delivered to the buyer's old address on the 6th, and now the buyer sent an INR request and wants to know what to do now. Unfortunately ot appears the recipient just considers they got a free gift and has no intention of returning it to sender.

Obviously if they escalate to a case they'll lose as I actually didn't change the address and sent it to the address per PayPal.

The dilemma is, they were wrong for not having their address updated (getting so tired of seeing this excuse) but I did say I'd change it and didn't.

I do have another, but should I really be out an item and shipping because they didn't keep their address updated?

[dhbookds]

should I really be out an item and shipping because they didn't keep their address updated?

No

should you be out  because you didn't do what you said you'd do?

........probably.

[dhbookds]

should I really be out an item and shipping because they didn't keep their address updated?

No

should you be out  because you didn't do what you said you'd do?

........probably.

[lewisburggold]

Always have them update it if they want it changed.  Whenever that happens to us we tell them no we wont change.  But will give you a few days so that they can get it fixed.  Most are fine with that.  Best regards

[ohnojoey]

You gave your word.

What is your word worth?

You capitulated to their request instead of insisting that they change their address, so you changed the rules to accommodate the buyer.

You agreed to the alternative shipping. This is my opinion, your word reigns supreme.

Technically you are right but you voided technicalities with your agreement with the buyer.

If it were my customer and I agreed to certain terms then failed to deliver because I made a mistake, I would see that the buyer is made whole.

[hillbillymedia]

I think I`d probably feel the buyer out and ask them what they think a fair solution would be. If you don`t feel their answer is fair suggest what you do think is fair and try to work it out. In the meantime I`d add tracking to the INR and let it close out in your favor as delivered. Hopefully you can both come to a reasonable and fair resolve.

[hillbillymedia]

I also would NOT send a replacment or offer one. This would only further complicate the issue if a probem were to arrise later.

[a_c_green]

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@myjunqueyourtreasure wrote: 
I do have another, but should I really be out an item and shipping because they didn't keep their address updated?

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I hate to say this, but No, you should be out an item and shipping because you didn't do what you agreed to do.

In other words, they did mess up by providing the wrong address with the payment; no doubt about that. But you negated that by agreeing to make the address change anyway before shipping. So you let them off the hook (which you're perfectly entitled to do), but then had your own fumble by forgetting to make the correction as you said you would. 

So yes, it stinks, but you do kind of own this one. At least it was a inexpensive loss.

P.S. Given that the INR would be filed for the delivery address on record, and you accidentally did ship it there instead of to the new address, you could (and should) at least get the INR cleared by uploading your tracking info to the dispute and getting it closed in your favor.

[*madison]

I always keep my word, so I would issue a full refund. I wouldn't want the buyer to be out any money if I agreed to their request and then messed up.

Let your conscience be your guide.

[myjunqueyourtreasure]

Well I checked my records and they've bought from me before and as the item is most likely for a kid and I feel bad about it, I'm just going to send them another to the new address they gave me.

As I said, they can't win an INR if it's escalated.

[hillbillymedia]

You make a good point. I`ve eaten much more due to a mistake and I`m constantly complaining that so many folks don`t step up and take responsibility for their actions so that would make me a hypocrite if I didn`t own and eat my own mistake. Thank you for pointing this out and scratch my previous posts.

[hillbillymedia]

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@myjunqueyourtreasure wrote:
Well I checked my records and they've bought from me before and as the item is most likely for a kid and I feel bad about it, I'm just going to send them another to the new address they gave me.

As I said, they can't win an INR if it's escalated.

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I understand and you have to do what you think is best. In situations like this I never start a new transaction without having the old transaction closed. You are killing 2 birds with one stone your way and I wish you the best.

[myjunqueyourtreasure]

So now my buyer apparently feels bad for me and has said not to ship a replacement until they drive to their old address and see if they have it (small town in TX).

[hillbillymedia]

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@myjunqueyourtreasure wrote:
So now my buyer apparently feels bad for me and has said not to ship a replacement until they drive to their old address and see if they have it (small town in TX).

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That is great! I`m hoping for a good outcome for all involved.

[myjunqueyourtreasure]

I'm just hoping they don't get into a fight over it.

[gopetersen]

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@myjunqueyourtreasure wrote:

It was delivered to the buyer's old address on the 6th, and now the buyer sent an INR request and wants to know what to do now. Unfortunately ot appears the recipient just considers they got a free gift and has no intention of returning it to sender.

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How do you know the recipient kept it? Have you contacted him/her? If they wrote Return to Sender it can take up to 5 weeks for it to get back to you. Returning mail is low USPS priority.

If they did keep it, you can write a letter (as quickly as possible) and tell them, "I'm very sorry to inconvenience you, but I erroneously sent a package to your address. Since it is a federal crime to open mail addressed to someone else, I'm sure you would want to do the right thing and write Return to Sender on the envelope so it comes back to me. If you have opened it and need to add fresh postage to ship it, I would be happy to reimburse you. Here is my email [email] so you can contact me if you have any questions. Thank you."

It's a roll of the dice, but some people are willing to send it back. In this case, the buyer might be able to retrieve it from the old address, but that's not always possible if it got shipped to another state.