Package returned undeliverable. How to proceed?

[kyle-8936]

Package was returned as undeliverable yesterday. Buyer provided the wrong address. They messaged me this morning simply stating what the correct address is.

I offer free shipping, however I do not want to pay an additional shipping charge considering this was the fault of the buyer. My bottom line question is this: If the buyer were to leave me negative feedback for insisting that they pay the additional shipping cost, would ebay remove it for me?

Also the correct address is not what they provided in PayPal, I’m assuming I would have to refund and relist so they can purchase again with the correct address in order to maintain seller protection?

[dhbookds]

Normally, what I do is tell the buyer I will have to bill him thru paypal for the 2nd shipping.....and send him the paypal invoice shortly after the message......all have paid, with apologies......  If they hadn't, I probably would have canceled the sale with buyer's address as the problem.......  I probably would not relist the item right away or if I did, I would relist w a shipping charge.......

[kyle-8936]

I believe I need to refund & relist it in order to be covered under eBays’ seller protections since the correct address does not match what they originally provided in PayPal. I would definitely just relist with an itemized shipping charge and ask them to update the shipping address.

Do you know if eBay would remove a negative if they decided to leave one for my requesting they pay shipping?

[7606dennis]

The procedure I use in such cases is to send a message to the buyer advising them of the situation and asking them how they wish to proceed.  I then secure the package and await their reply.  Depending upon their reply, I go from there.

If the buyer wants it re-shipped and the cause of the problem was not theirs, I usually re-ship at my expense.  If it was something that they did to cause it, they will need to pay the cost of re-shipping.  Of course, if they want a refund I simply refund and cancel the transaction at their request.

If for some reason the buyer fails to reply, I simply store the item for the time specified by the state as the period to wait before the property can be deemed abandoned and then dispose of it as I see fit, keeping the money as compensation for the cost of storage.  However, if the buyer contacts me after that, I usually refund them if their excuse for not replying sounds reasonable.

[kyle-8936]

If they were to leave me a negative for requesting that they pay additional shipping, do you know if eBay would remove it?

[toysaver]

Refund and relist without free shipping, use calculated so the buyer can see your loss.    Wait a week, if they don't buy block them and return the listing to free shipping.

[mam98031]

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@kyle-8936 wrote:

I believe I need to refund & relist it in order to be covered under eBays’ seller protections since the correct address does not match what they originally provided in PayPal. I would definitely just relist with an itemized shipping charge and ask them to update the shipping address.

Do you know if eBay would remove a negative if they decided to leave one for my requesting they pay shipping?

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You are already protected.  The return of the item to you is what protects you as long as you have online tracking that shows it was returned due to an incorrect address.

Invoicing the buyer through PP for the reshipment will work just fine and will not void your protection in Ebay as long as you make sure and DO NOT log the new tracking number in on the transaction in Ebay.  If you do that, then you could have some issue.

When this happens to me, I create my shipping label in PP from the new payment the buyer sends me to cover re-shipment.  Don't touch the original listing as you need for the current tracking info to stay attached to that transaction.

So just remember print you label through PP from the new payment they send you and do NOT update Ebay.

[sylvan_belle]

I have a similar problem.  I see no way to re-invoice via PayPal.  We used to be able to do that when their Paypal ID wasn't concealed.  

How do you re-invoice through PayPal?

I'd be grateful to know if there is a way. 

Thank you.

[sylvan_belle]

Also, as clarification on the above, not having the buyer's PayPal i.d., I tried typing in their name, and paypal said account not found.

[mam98031]

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@sylvan_belle wrote:

I have a similar problem.  I see no way to re-invoice via PayPal.  We used to be able to do that when their Paypal ID wasn't concealed.  

How do you re-invoice through PayPal?

I'd be grateful to know if there is a way. 

Thank you.

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You don't "re-invoice", you simply invoice them for JUST the shipping and handling they need to pay for you to reship.

If you don't have your buyer's email address, just ask them.  Since you have a current transaction with them, Ebay will not ding you on the request.

In PP, click on Pay & Get Paid at the top of your screen.  The second column of options are for creating an invoice.