Returned package with bad address. Customer expects me to re-ship it for free?

[inhawaii]

"Sorry I forgot to include the unit number."

"Please re-ship it to this address..."

When I informed him he'll need to pay for shipping again, he doesn't understand why.

Does this really need to be explained?

Maybe I should just refund him (less shipping) and be done with it.

What would you do?

[fern*wood]

When did the INR case happen?  That would change how I feel about them buying from me again---especially since it was their error and not the postal service. 

[wastingtime101]

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@inhawaii wrote:

Except since there is a INR case opened I am unable to issue a partial refund.  It's all or nothing. 

So i explained this to the buyer and asked him to close his INR case. Hopefully after the case is closed I will then be able to issue a partial refund.

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If the buyer does not close the INR it's no big deal @inhawaii. After a few days you can ask eBay to step in and the case will close in your favor. After it's closed you can use "send refund" on the transaction to send the partial. I did this recently on a RTS / INR situation and had no problems.

[albertabrightalberta]

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@wastingtime101 wrote:

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@inhawaii wrote:

Except since there is a INR case opened I am unable to issue a partial refund.  It's all or nothing. 

So i explained this to the buyer and asked him to close his INR case. Hopefully after the case is closed I will then be able to issue a partial refund.

---

If the buyer does not close the INR it's no big deal @inhawaii. After a few days you can ask eBay to step in and the case will close in your favor. After it's closed you can use "send refund" on the transaction to send the partial. I did this recently on a RTS / INR situation and had no problems.

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Best suggestion! 

ETA: Oh yeah! And BBL! 

[traditonalproducts]

Too Funny..

[buyselljack2016]

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@mandisattictoyz wrote:

Well, now that they decided to go above and beyond, they will lose the case and now their money.  

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Well, yes if the seller was some sort of off-shore (or not off-shore) scammer, but that is not the profile of the OP 🙂  OP is actually way out in the ocean, but not an "off-shore" scammer 🙂

The OP is attempting what is fair in a situation where the buyer was "in error".

[sapphire_studio]

I would say let them repurchase it if they do voluntarily close the INR. But if you have to escalate it to get the INR closed then give them their partial refund and block them from repurchasing it.

[12345jamesstamps]

I would reship it. But that's because my customer base is repeat buyers. So, for me it makes good sense.

[public-direct]

If it's USPS, just mark over whatever USPS wrote on the package, add the house number or whatever the buyer was missing, and drop it back in the mail. This has worked for me in the past. Worst case it gets returned back to you again.

[the_fancy_fox]

Not with an open claim I wouldn’t. That changes the situation. I would give them a day to close the claim. If not, refund and block them. 

[buyselljack2016]

I did that once. The package left, and was never seen again.

[lonebuck-books]

I would refund less shipping and have them order again with shipping.  If you re-ship to another address the buyer can easily say they never got it and you will be out the item and money because you shipped to an address different than what eBay gave you.

[craft-stash]

Simple...

[inhawaii]

Look what I received today....

We reviewed this case and decided to issue the buyer a full refund.

We didn’t receive valid proof of delivery from you. Sellers must provide tracking information showing the item was delivered to the address provided in the order details. Some orders also require signature confirmation. Learn more about our signature confirmation policy.

A refund of $26.00 was issued on to the buyer. The refund includes the purchase price plus original shipping.

This amount will be deducted from your account.

I uploaded the tracking to the case along with an explanation of what happened. In the case the buyer even admitted he forgot to include a unit number.  How can ebay find in the buyers favor???

Oh well.  I'll just block the buyer. At least I have the item back.  I can re-sell it. I just lost out on the shipping.

[inhawaii]

Jan 27 The case was resolvedThe case was resolved

Jan 27Jan 27 The buyer has opened a caseThe buyer has opened a case MessageMessage Seller has not refunded my returned item.Seller has not refunded my returned item.

Jan 26Jan 26 The buyer sent a messageThe buyer sent a message MessageMessage Can we just reprocess thru this ticket process with address correction?Can we just reprocess thru this ticket process with address correction?

Jan 25Jan 25 You sent a messageYou sent a message MessageMessage I have no problem doing that however it will not let me give you a partial refund as long as there is a case open. If you are able to close the case, please do so and i will then try the partial refund. Thanks for your understanding. Aloha, JamesI have no problem doing that however it will not let me give you a partial refund as long as there is a case open. If you are able to close the case, please do so and i will then try the partial refund. Thanks for your understanding. Aloha, James

Jan 24Jan 24 The buyer sent a messageThe buyer sent a message MessageMessage Ya. But to make it easy how about I re-order the same tHing and have you cancel the first order minus shiping?Ya. But to make it easy how about I re-order the same tHing and have you cancel the first order minus shiping?

Jan 24Jan 24 You sent a messageYou sent a message MessageMessage No problem but I will need another $6 to re-ship it. Do you have access to PayPal?No problem but I will need another $6 to re-ship it. Do you have access to PayPal?

Jan 24Jan 24 The buyer sent a messageThe buyer sent a message MessageMessage Hi I would like you to re-ship. I forgot the apartment number on the previous shipping details. Diane Gates 7832 S 3200 W apt 121 West Jordan Ut 84088Hi I would like you to re-ship. I forgot the apartment number on the previous shipping details. Diane Gates 7832 S 3200 W apt 121 West Jordan Ut 84088

Jan 20Jan 20 You updated tracking detailsYou updated tracking details MessageMessage Package was sent to the address you provided to ebay. Package was returned. Reason: insufficient address . Please check the tracking number provided to you. If you made a mistake on the address I can re-ship it to you but I would have to charge you another shipping charge. Of if you like I can refund you less the shipping. Please advise.Package was sent to the address you provided to ebay. Package was returned. Reason: insufficient address . Please check the tracking number provided to you. If you made a mistake on the address I can re-ship it to you but I would have to charge you another shipping charge. Of if you like I can refund you less the shipping. Please advise.

Jan 20Jan 20 The buyer didn't receive the itemThe buyer didn't receive the item RequestRequest Buyer requested a refundBuyer requested a refund MessageMessage the package shows delivered. but it was not delivered or stolen before we could receive it.the package shows delivered. but it was not delivered or stolen before we could receive it.

[albertabrightalberta]

They goofed and if were my claim, I'd appeal. (It's the principle, not the money.)

Or take it to FB and point out their own policy: 

Send them the link: https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

And the applicable section: