Item Returned Undeliverable

[princessmarie307]

I sold an item on 9/7 and shipped right away and never heard anything about it.  On 11/6 the buyer messages me saying that it was returned to me because they had moved 100+ miles away and had forgotten to change their address.  I was away at the time (returned today) and sure enough the package was returned to me on 11/6 and held at the post office until I got back today.  The buyer wants me to resend it, which I don't have a problem with but it was free shipping and I had already given the buyer a discount so I told them they would have to pay the additional shipping costs since it's not my fault they didn't update their address or look into having the package forwarded.  They don't seem to have a problem with paying the difference, but how do I go about doing that?  I don't see any option to send an additional invoice.  Thanks for any help!  Marie

[brightlightbookseller · Accepted solution]

I'd refund the original order minus your nonrefundable costs (shipping and if you want, eBay fees), and let them purchase again at the agreed on price.  That way you have a new order to attach the new shipping to.  There's really no way to just bill them for the new shipping without going outside of eBay for it, like just sending them a PayPal invoice.

[mtgraves7984]

Since you have an open transaction, you can ask the buyer for their email and send an invoice through PayPal. 🙌

[princessmarie307]

Thanks - I think this is what I'll do.  The buyer offered to rebuy it if it was easier too so seems like they're on board with this as well.  Appreciate the response!

[princessmarie307]

Thanks - since eBay switched from using PayPal I don't use mine anymore.  I think I am going to just refund and relist as the other person suggested.  I appreciate your suggestion!  

[stainlessenginecovers]

I've had the same and the LAST thing I would do is 'refund' anything!! If you haven't- do NOT refund. 

Simply create a listing, using a picture of a label and the amount you need to 'ship it again' (include 15% on top of actual cost to cover ebay Final Value Fees. Give the 12 digit number to the buyer and have them 'buy that listing'. Then, you get a fresh shipping label, with tracking, stick it on the package and when it arrives tracking will show it delivered. Also remind the buyer to 'change their address' on ebay. 

I've done it many times, buyers are grateful and don't mind 'paying' for shipping again. 

[reallynicestamps]

As a general note:

When the item is Undeliverable eBay does not require the seller to refund anything.

Obviously we do refund as a Customer Relations thing, but most sellers wait until the shipment is back with them, and do not refund the shipping costs.

And Undeliverable  may not even be the customer's fault.

Usually it is a case that the customer moved and did not update their address,

but I had a customer whose carrier kept trying to deliver to his loading dock, where there was no letter box, no door bell, no human sized door and was actually on another street ,

rather than his front door with the correct address.