Item sold to buyer from another country despite shipping exclusions. Advice please!

[ki_toys_cards]

Hello, just as the subject says, one of my items sold to someone from another country, despite me only shipping withing the United States. I read through some similar topics and learned I can block international buyers from purchasing which I will do, but what I'd like to know, is what is the best way to handle this transaction now?

I want to cancel this order, but should I cancel it first, without writing the buyer (who messaged me while I was asleep, asking for a discount and shipping prices to their country) citing address issues (they have not paid yet), OR should I message them first and ask if they have a US address (which I imagine they don't, as they asked for shipping costs to their country).

If I cancel it, are they able to leave me negative feedback? I'd like to avoid that if possible. Any advice would be greatly appreciated. Thank you very much in advance!

[whiteyswrecking]

I always write the customer and explain i only ship in the USA and do not pay the international transaction fee's eBay take from the seller NOT the BUYER  

cancel the order due to address issue because that is exactly what it is you product is not to leave the usa , as stated in your listing NO international sale's

Good luck

[coffeebean832]

Is this the $150 lego set?

[7606dennis]

I'm afraid that if you didn't have your shipping setup to not ship internationally your cancellation of the transaction couldhurt your account.

[coffeebean832]

The lego listing is set up for US only shipping with international excluded. That's why I asked the OP to confirm if that's the item being referenced, or if we should be looking at another listing.

[ki_toys_cards]

Hello, yes, that is the item in question.

Thanks to everyone's responses thus far. I appreciate all help!

[cstpos]

@ki_toys_cardsI would definitely message the buyer and let them know that your listings are all set to ship within the United States only. Tell them you will be cancelling the order (make sure you use the Problem with the Buyer's address option). You could suggest they contact ebay to see if there's a tech glitch that allowed them to purchase an item that does not ship to their location.

I'm curious if they did pay, if ebay would then notify them that your item does not ship to their country? Maybe the buyer figured it couldn't hurt to ask if you would ship to them. I don't see how they could leave you a negative feedback if the listing they purchased said ships to USA only. Good Luck!

[7606dennis]

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@coffeebean832 wrote:

The lego listing is set up for US only shipping with international excluded. That's why I asked the OP to confirm if that's the item being referenced, or if we should be looking at another listing.

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I believe that the OP must also set their seller preferences to block buyers from places they do not ship.  I know, it seems odd, but that is the way it use to be and I believe it still is.

[timelessauto]

We have had this happen a couple times..... one example was we have automated best offers. These seem to go to anyone no matter if they are in a location you do not ship to. They are able to accept the offer which puts it in their cart. They cannot pay because they do not have shipping charges for something you cannot provide because you do not ship to. We cancelled the order with the problem with address issue. Customer was able to leave in our case a neutral feedback ( negative as well if buyer wanted), we contacted ebay several times and they would not remove it. It would be best to let it go until unpaid by buyer then any feedback should be more easily removed by ebay (although this is unfair to the buyer to get an unpaid item strike for something out of their control). We also had an example to a country we did not ship to, nor did the Ebay Global shipping program ship to as it was a banned country.

It sounds simple but ebay does not seem to be able to program the system to no allow buyers to purchase, put in their cart for purchase, or receive best offers on items not shipped to their location.

[ki_toys_cards]

Thanks for the advice! That's a good idea, I will message them and let them know I will be cancelling their order and the reason for cancelling. They have yet to pay, so I believe they are waiting on me to see if I will make an exception. Sadly, it just isn't something I can do. I really appreciate your help!!

@7606dennisYes, it was my mistake, I had no idea there was an option for that. I always figured if you exclude international shipping, that would prevent something like this from happening. I guess I had to learn the hard way, haha! I'll be changing my preferences! Thank you for your response!

[ki_toys_cards]

Interesting, thanks for sharing your experience! This was something I considered, too, was to leave it unpaid and avoid the negative feedback, but I understand that it is not fair for the buyer (even though they would have seen I could not ship it to them in the first place), and would also hold up my item. But this is certainly an option and I appreciate your input very much!

[timelessauto]

FYI - We have the blocked buyer settings and no ship to listing settings already and still had the issues as noted in message 9 above....though it might correct the direct purchase  it does not at this time stop the best offer. 

[timelessauto]

To address your feedback question, we did the exact scenario you mention ( contacted customer telling them we do not ship to them and will cancel, they replied they were ok with that). Then later they still left neutral ( could be negative)  as quoted  "No realice la compra por no hacer envíos a mi país"  . Loosely translated " Do not make the purchase for not shipping to my country". If you are truly concerned about feedback you need to wait until unpaid to have a chance at ebay removal down the road.

[me298530]

I would cancel with a problem with address reason and you will not get penalized by ebay.

Even if the address is to a re-shipper in the US, I would cancel as a problem with address, but that is my preference, no international sales means NO!

It's clear that this is a problem buyer, they haven't paid, they want to have shipping options not in the listing......I am not sure that they could still leave feedback, but I don't think so with the reason being address cancellation .

[varebelrose]

". I don't see how they could leave you a negative feedback if the listing they purchased said ships to USA only. "

Even if cancelled due to address problem, the buyer can still leave feedback.