Help me break bad news to this buyer

[bigdeals.etc]

I realize lately I've been asking for suggestions more often for message verbiage to buyers. I think it's because I'm seeing an increase of entitled buyer "demands" or scam tactics. Situations where I think 90% of anything I say can set off the buyer. So I tend to take my time and tread cautiously with my replies. Overall, find nice ways of flat out telling the buyer "No way, Jose."

A buyer bought something from me and after I shipped it out they messaged me saying their address on the payment record is incorrect. I told him that it was already sent out. Buyer messages me again after item scanned as delivered to the "wrong" address. Then he asks when is he getting his item.

I told him to wait a few days and perhaps the resident there will return the item as unknown addressee. I google mapped the two addresses (old and new one) and they are only less than 10 miles apart... 12 minute ETA by car. I mentioned this to the buyer and suggested they pay the old address a visit. Buyer says no one lives at that address so there is no one to contact. And tells me to just send him another one.

Days pass and I tell him that if no one lives there, the package should get returned to me. Tracking shows it hasn't returned back so he can probably just go to that address and check. He replies he isn't going to do that, because I can just send him another one.

Taking verbiage suggestions on how to politely tell his buyer "No" and not anger the buyer. Thanks.

[dtexley3]

Personally if 2 or 3 polite notes haven't gotten the message across, then it's time to be blunt.  

"I'm sorry that you ordered with the wrong address.  I have no control over whether the current resident or postal employee will return the item to me.  If I receive the item back I will refund your purchase price.  Otherwise, since the item was successfully delivered to the address on the order eBay expects you, the buyer, to be responsible for finding and retrieving the package.   I will not be sending you a free replacement based on your error.

Thank you."

[fern*wood]

Since you have already invested time in this nonsense, I would try to call the local post office myself and ask about the address and where packages might be if no one lived there.  Can't hurt.   The same post office might cover both addresses since they are so close. 

[stanleysoverstock]

I would make it clear that the seller is REQUIRED per ebay policy to ship to the address provided by the buyer and since tracking shows delivered it is out of your hands and wish you could be more help.

It can be difficult to satisfy a buyer that has been negligent with their responsibility. I wish ebay would educate the buyers on this common mistake.

Also it could be they want one for their friend for free. Andrew

[ed8108]

Report this scammer attempt on ebay's famously overworked report line.

[brand-car]

You have no obligation to refund or continue dealing with it.  You did what you're supposed to do.  Let them file a claim with ebay , they'll see that you sent it to the address the customer had listed and that's the end of it for you.  It's not your problem at this point.  They were the ones who didn't update ( supposedly) their address.  Ive had it happen with someone who made a big order from me.   One person told me they never got it at all.  I've had several buyers pull these type stunts.. That's why I provide a tracking number for everything I sell.  If you always do that,  and you print your labels through ebay - USPS ,  then you have no responsibility after than.  I try to be as helpful as I can.  I've even spent hours tracking the packages and calling the post office, but the fact is, it's on them not you at this point.  just try to be polite and let ebay thrash it out with them.    I had one person even try to leave me bad feedback after a situation like this. Thankfully ebay took care of that also.  

[itz_stacey]

 Sinse they didn't technically mention the words "send a FREE replacement" then I'd counter with something that seems more obvious, given their error. That would be that they BUY A SECOND ONE. Let them come back and actually have to spell out "send me a FREE replacement (and report them for it).

Dear Buyer that made an OOPS - 

If you'd truly prefer to just order a new one rather than attempt to work with your local Post Office to retrieve the one you had sent to the wrong addy, I'd be happy to list another of the same item as a buy it now for you (or refer them to the same item if you've already got multiple quantities listed as BIN). I will of course be sure to get it shipped out to you as soon as I see that you've made payment. Please be sure to check the correct address if you choose to go this route. 

If I do end up getting the first item that you had sent to the wrong address back, I will initiate a refund to your account immediately.

Thanks and BYE!