I sold item. Buyer had wrong address at checkout. Post office is returning package to me.

[vintageparts]

Sold an item and shipped it the next day. The post office has now determined it was undeliverable because of wrong address and is returning the item to me. I shipped to the address used at checkout. Buyer opened an item not received inquiry and asked for all his money back - shipping, cost of item plus fees. So, I went to refund the purchase price of item, but not the shipping costs etc since it was his error. That is not an option. It does not allow me to only refund the purchase price. Any suggestions? I haven't received the item back and he has not opened a case but can escalate it in 2 days.

[richard1rst]

Slight confusion: You said "Buyer opened an item not received inquiry" and " he has not opened a case but can escalate it in 2 days".

IMMEDIATELY enter the tracking number in the case. Then send a note to CS detailing the case number and buyer name AND the fact that the buyer gave you a false/invalid address. Then ask them to close the case. Once the case is closed you can then make a partial refund.

[fab_finds4u]

Put the tracking number in the case and cite the item was undeliverable to the address eBay provided.  That should close the case. Tell the buyer to repay the shipping and provide a correct address and you will reship. 

[lamber9347 · Accepted solution]

@vintageparts The buyer is responsible for providing a valid address so you will be fine. In the item not received case simply enter the tracking number, which will show the item will be returned to sender. Than contact CS using social media for a quick response. Explain the situation and they can close the case in your favor. Stop messaging with the buyer as that will only lead to more negativity. Buyer is in the wrong here, you are correct. You can do a partial refund once the case has closed in your favor. Buyer will not be able to do anything else, except leave you a negative comment. Best of luck to you....