Question about re-shipping a returned package.

[nicholasamoore]

Sorry if this has been asked before but I couldn't find a post with a similar situation.

1. Buyer won the auction
2. I purchased and printed the USPS shipping label
3. Buyer messages me and asks to have it shipped to a different address, but I told him I already purchased the shipping label and I can't ship to an address that's different than the official one (for my protection)
4. I ship the package
5. USPS deems the address vacant and the package is now being returned back to me
6. Buyer is currently trying to intercept the package but if it's returned to me, he wants it shipped to the correct address

Do I really have to cancel the order and start all over? Can I just keep the original order, ship the package to the new address at USPS, and update the tracking information on the original order?

If I have to cancel the order will I be penalized the eBay fees?

Thank you

[wastingtime101 · Accepted solution]

You have a few options. You should decide which route you'll be taking and communicate with the buyer, but wait until the item is returned (and delivered) to you before you take any of the following actions.

• You can refund the buyer the item cost minus original shipping and minus your eBay fees which won't be credited on a partial refund. Go to your orders page, find the transaction and select "send refund." On the next page enter the amount. After that, relist the item and tell the buyer to repurchase it with the correct name/address.
• Have the buyer sort out their address issue then pay for re-shipping. Send them an invoice through PayPal or give them your PayPal e-mail. This is post-sale so it's OK to exchange e-mail addresses. It's also OK to ship to a different address because it's technically not tied to the original transaction. You would not purchase the shipping label through eBay or upload it to the transaction. You would purchase it from an alternate site like pirateship.com or paypal.com/shipnow and you can send the buyer the new tracking # through e-mail or eBay messages.
• You can cancel the transaction "problem with address" which will trigger a full refund to the buyer and your FVF would be credited.
• You can do nothing. The buyer's MBG protection is voided when there's a package delivery attempt. I don't recommend this because even though you'll win an INR (item not received) claim on eBay, there's nothing stopping that buyer from going to their credit card to file a dispute which would grant them a full refund from your account. I also think that handling it before it gets to this stage with a partial refund is the "right" thing to do if you're not going to make reshipping arrangements.

[nicholasamoore]

Thanks for the response I appreciate it. Seems like #2 might be the best option for me. Will I still retain seller protection if I go this route?

[simply-the-best-for-you]

Wasting gave you all your options.   If you have to re-send it, don't forget to charge them for shipping again, b/c you'll have to pay again.   They'll have to pay you on PP.   Some buyers balk at paying to re-ship. 

I would probably cancel as an address issue & have them re-buy.  It's the cleanest way.  For a repeat buyer or one that indicates to me that they are on top of things & realize it's their mistake, I might be willing to charge for shipping again & send it out again.  Go with your gut. 

[wastingtime101]

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@nicholasamoore wrote:

Thanks for the response I appreciate it. Seems like #2 might be the best option for me. Will I still retain seller protection if I go this route?

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Yes, just make sure to follow this part:

You would not purchase the shipping label through eBay or upload tracking to the transaction.