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?

[modulok!]

Hello @inhawaii.  Just wondering in case this happens to me...How did you do the appeal (via Ebay or Facebook)?  What did you say in the appeal?  Don't mean to pry but I think this might be helpful to others that find themselves in a similar situation (at least I know it will help me).  Thanks.

[inhawaii]

No problem. Glad to help.  I went on facebook. It took  a while for them to get back to me ... like 12 hours.  I opened the chat last night. They responded this morning.    I hope it works out for you.

[kalyoth]

Have the buyer open an item not received case, supply all the information ebay requests during the process & Issue a refund for the item if they decide in the buyers favor. You will likely be out shipping. Inform them to repurchase the item again with the new address - with the 1st shipping added in as a fee if u want as it was their fault - if you still wish to keep them as a buyer. This keeps it clean & per ebay policy.

[kalyoth]

Have the buyer open an item not received case, supply all the information ebay requests during the process & Issue a refund for the item if they decide in the buyers favor. You will likely be out shipping. Inform them to repurchase the item again with the new address - with the 1st shipping added in as a fee if u want as it was their fault - if you still wish to keep them as a buyer. This keeps it clean & per ebay policy to avoid issues.

[ten_o_nine]

Didn't read other replies, but I would ship it for free unless shipping fee was substantial.

[toomuchstuffagain35]

Been that way for a while now, since MP maybe?

It used to show type of payment.

[ekmadonna]

I would just add the silly apt number to the label and reship. Works all the time! DELIVERED!

[ekmadonna]

EXACTLY! works all the time!

[ten_o_nine]

It's not something that happens every day or every month that would require creating a business policy. It helps to have friendly policies around unusual circumstances, that's just me.

[katzrul15]

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@inhawaii wrote:

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@katzrul15 wrote:

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@inhawaii wrote:

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@albertabrightalberta wrote:

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@my_boston_baked_beans wrote:

if the buyer paid through PayPal you could send him/her and invoice request for the re-shipment cost. I would inform the buyer of that option. 

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With MP, sellers have no access to the buyer's PP payment (even if the buyer used PP).

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Correct.  The seller doesn't even know HOW the buyer paid. 

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Actually, you can see the type of payment.  It is in the settings when you print an order receipt/confirmation.  Not everyone prints or views those.

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Wow I did not know that.    How do you do that?

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Go to packing slip/order receipt.  Choose customize under Order Receipt.  Check the Box for payment info.

Love how everyone thinks you have no clue what you're posting about.  I have shared this info on this board before.  Not directed at you @inhawaii 

 

[katzrul15]

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@wastingtime101 wrote:

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@katzrul15 wrote:

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@inhawaii wrote:

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Correct.  The seller doesn't even know HOW the buyer paid. 

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Actually, you can see the type of payment.  It is in the settings when you print an order receipt/confirmation.  Not everyone prints or views those.

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All I've ever seen on the order receipt is:

You see something other than 2 dashes @katzrul15?

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Yes.  See post #55.

@wastingtime101 

As I stated before, you need to customize your settings for when you print your packing slip/order confirmation.

[toomuchstuffagain35]

What you show is exactly what I have checked and the order receipt still only shows 2 dashes these days. It used to say credit card, paypal or whatever.

[sin-n-dex]

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@12345jamesstamps wrote:

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

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Ordinarily I would too... but they've opened an INR. So in that case they get their refund (because I have my item back, shipping on coins is cheap so I don't fuss over $4 in shipping), and they go BBL for being a pain in the... and I tell them that since they decided to go to eBay to resolve their issue, they get their refund instead of their item. I did that recently on someone who filed an INR on an item I was able to replace. I told him I'm not replacing it because he did an INR, then I BBL'd him. (It was a Canadian order on a small thing, so I'd have lost the INR, but an eBay message explaining they waited 4 weeks and don't have it might have resulted in a replacement).

C.

[sin-n-dex]

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@inhawaii wrote:

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.

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Please appeal that and don't let eBay get away with that. It's not about the money right now, it's about the big defect you just got for eBay having to step in. Have a human review it to show it was undeliverable and returned to sender with a bad address. Maybe if you're lucky they'll reverse the money, but if you have the item back, that's not exactly the correct approach.

C.

[wastingtime101]

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@katzrul15 wrote:

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@wastingtime101 wrote:

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@katzrul15 wrote:

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@inhawaii wrote:

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Correct.  The seller doesn't even know HOW the buyer paid. 

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Actually, you can see the type of payment.  It is in the settings when you print an order receipt/confirmation.  Not everyone prints or views those.

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All I've ever seen on the order receipt is:

You see something other than 2 dashes @katzrul15?

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Yes.  See post #55.

@wastingtime101 

As I stated before, you need to customize your settings for when you print your packing slip/order confirmation.

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These are the settings selected for the screenshot I posted earlier.

Looks like I used the same settings you did with different results. Checked 10 orders and all had the two dashes under payment method.

Never once said you have no clue what you're posting about, only said that I see something different. Posted a screenshot earlier of what I saw in case I wasn't looking in the right place then you could direct me where to go.