Issues with a Buyer

[basket_life]

Hello,

I was wondering if anyone had any advice on a recent issue that I have been having with a buyer. They purchased an item on April 9th, and we delivered it to the post office that same day. It was shipped out the following day and was supposed to arrive in about two-three days. I got a message from the buyer that they had not received it on April 16th, and when I checked the tracking information, it showed me that the address was incorrect. Fedex was holding it in the area in the meantime. When I told them they had to update their address, I thought it would be resolved. I checked again the tracking information and it showed that they had changed their address. However, they opened a case against me about two days ago and are now demanding a full refund for the shipping and the package. According to eBay policy, it looks like they're entitled to this, but there is no way for me to get my package back. I called Fedex yesterday, and they told me that the recipient changed the address and was supposed to pick it up. They've been trying to get in contact for several days while they have it in holding. I let the buyer know that if they truly wanted to make a return, then they should pick up the package from the holding place and return it so that I can issue a refund. They're refusing to do this, and now I'm worried that eBay will just make me issue a refund anyways despite the fact that the package is not lost, and that the issues with address were not our fault as the seller. 

For my questions, I was wondering if anyone has dealt with anything similar to this, or if anyone has any advice on how to further alert eBay on this issue? I don't know how to submit additional documentation, and the buyer is simply alleging that they never received the package.  Should I just wait until I can submit an appeal and accept the defects that eBay might impose? Lastly, will this person really get a refund based on eBay's Money Back Guarantee policy? Because it honestly does not feel very fair, although I might be biased at this point.

Thank you for any advice that you can give me on this issue!

[ise710]

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@basket_life wrote:

However, they opened a case against me about two days ago and are now demanding a full refund for the shipping and the package.

I called Fedex yesterday, and they told me that the recipient changed the address and was supposed to pick it up.

They're refusing to do this, and now I'm worried that eBay will just make me issue a refund anyways despite the fact that the package is not lost, and that the issues with address were not our fault as the seller. 

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1. If the buyer opened an Item Not Received case, escalate it after 3 business days. eBay considers the item "Delivered" if it is available for pickup. The delivery city/zip code doesn't matter either, as it is awaiting pickup.

2. If the buyer opened a return request, issue a return label immediately, regardless it is awaiting pickup. Not your problem.

That's all.

[1tuna]

not sure why the buyer wants a refund,maybe for the slow shipping that they brought on themselves,if they have not filed a case then I would tell them to get your package because refusal to do so is the same as delivered.if they want to return it then tell them to hit the return button,not much more you can do