Problem with buyers address while trying to print shipping label

[shoppingisfun.x]

Hi! I recently sold a high value item and the buyer paid however their PayPal address is unconfirmed and when I try to purchase/print the label with PayPal I get a red pop up telling me to check the address? 

I googled the the address and its a building for lease?

is there anyway I can cancel the transaction without getting a defect? I’ll refund the buyer through PayPal however I’m not sure how to go about getting my final value fees back.

edit: buyer messaged me asking to ship to a different address when I messaged them about the issue with printing the label, since that voids seller protection I’m really not comfortable selling to this buyer, should I call eBay? 

[southern*sweet*tea]

Do NOT refund through Paypal. Always go through Ebay first.

Cancel through Ebay using "problem with buyer's address". The refund will be automatic, there will be no penalty for you and your seller fees will be refunded.

[shoppingisfun.x]

Thank you so much! I haven’t refunded through PayPal yet so I’ll go through eBay! 

[mam98031]

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@shoppingisfun.x wrote:

Thank you so much! I haven’t refunded through PayPal yet so I’ll go through eBay! 

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Southern's advice is perfect.  Also let your buyer know that you are doing this so they can re-purchase the item.  Remind them to make sure that the ship to address on the payment is the correct ship to address.  Just tell them you are required by the PP rules to ship to the address on the PP payment notification.  Which is actually true if you want to be covered by Seller Protection.  

If they don't re-purchase the item with the correct address, then you know for sure they weren't being forthcoming with you and you dodged a problem.

[shoppingisfun.x]

Thank you so much for your advice, I’ve never canceled an order before but does the buyer need to accept the cancellation too? Or is it automatic? 

the buyer seems really pushy and wants me to ship to the other address, I’m not sure what to do actually, I told them we can cancel and I can repost the item and they can purchase using the alternate address but so far only responses I’m getting are “ you need to ship to this address because I want to surprise my mom” ? It raising a lot of red flags for me 

[mam98031]

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@shoppingisfun.x wrote:

Thank you so much for your advice, I’ve never canceled an order before but does the buyer need to accept the cancellation too? Or is it automatic? 

the buyer seems really pushy and wants me to ship to the other address, I’m not sure what to do actually, I told them we can cancel and I can repost the item and they can purchase using the alternate address but so far only responses I’m getting are “ you need to ship to this address because I want to surprise my mom” ? It raising a lot of red flags for me 

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Not when your reason is a problem with the address.  I think you will be pleasantly surprised to how easy it is.

Judging from their response, it is likely you are dodging a problem here.  Just do the cancellation as soon as possible, repost the listing and move on.  If they want it, they will purchase it again.  They will be notified that the cancellation has happened.

I wouldn't write them anymore.  If they email you again, before responding, come here and let us help you.

Here is a link in case you have any problems finding how to cancel the transaction.

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136

[disneyshopper]

You don't need the buyer's okay if you Cancel using "problem with buyer's address."

Repost the item and tell the buyer when s/he goes to pay to make sure s/he changes the SHIP TO address to the one s/he wants you to ship to.

[shoppingisfun.x]

Thank you so much for all your help! I’ll go ahead and cancel the transaction right away.

another question since this buyer seems quite problematic, they won’t stop messaging me about shipping to the other address (because it’s their mom’s birthday gift supposedly) could they still potentially leave negative feedback? They’re becoming quite hostile in their messages and demanding me to ship to the other address.

[shoppingisfun.x]

Thanks so much! I’m about to go ahead and cancel the transaction, the buyer is raising a lot of red flags and now demanding me to ship to the other address which I’m obviously not going to do 

according to google maps it’s about 100 miles away from their PayPal address

[mam98031]

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@shoppingisfun.x wrote:

Thank you so much for all your help! I’ll go ahead and cancel the transaction right away.

another question since this buyer seems quite problematic, they won’t stop messaging me about shipping to the other address (because it’s their mom’s birthday gift supposedly) could they still potentially leave negative feedback? They’re becoming quite hostile in their messages and demanding me to ship to the other address.

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They are likely becoming hostile because they are trying to bully you into doing what THEY want.  It is typical behavior when someone is misbehaving.

Just do the cancellation.  AFTER you have done that.  Respond to them and simply say what you said before.

I cancelled the transaction and I've reposted the listing.  If you'd like to purchase it for your mom, please repurchase it and make sure the ship to address on your payment is the proper ship to address.  I will get it shipped promptly upon proper payment.

As to FB.  Not likely they want to draw that attention to their own bad behavior.  But if they do, again let us know here and we will help you through that too.

[mam98031]

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@shoppingisfun.x wrote:

Thanks so much! I’m about to go ahead and cancel the transaction, the buyer is raising a lot of red flags and now demanding me to ship to the other address which I’m obviously not going to do 

according to google maps it’s about 100 miles away from their PayPal address

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Don't respond to every message they have sent.  Pick one and respond similar to what I suggested in my last email.  If they send you another email after that.  Let us know.

[1tuna]

you should cancel this and stop reading what they tell you,just ignore them ,you do not need to defend your actions to them one  bit,please learn how to ignore somone and take control of the situation,cancel for the reason stated,if you have feedback problems then you can deal with that later,remember,you can deescalate the situation by just ignoring the buyer,you are not required to communicate with them at all if you choose not to

vintaevixen ftl™

[hurryagain]

One more thing...

When an item is that valuable (I'm sure you know this already)...

ALWAYS insure the item WITH a signature confirmation.  That will further help protect you if someone tries to claim that they did not receive the item.

From what I have read on these boards, it is so important to do this in regards to higher value items.

Good luck.

[shoppingisfun.x]

You’ve been so helpful! Thank you so much! 
right now I’m just ignoring the buyer until the cancellation goes through.

I’m so sorry for all my questions, but when I tried to cancel it lead me to this page (In the attached image) 

Should I try again later?

[shoppingisfun.x]

You’re right! I’m ignoring the buyer right now until the cancellation goes through