Returned to sender item. Buyer address issue.

[mr.emk]

First time I've dealt with this as a seller.  Person wins an auction,  I print an eBay label, attach it to the package and mail it.  Weeks later the item is returned to my P.O..   USPS sticker on package says return to sender, attempted - not known unable to forward.   Buyer  says I have a new address could you mail it to this one.   I actually went to the shipping selection but, the address of buyer was still the same.   Didn't want to sent it again to a wrong address.  Offered buyer a full refund including the lost shipping cost.  Buyer is claiming I must resend it because we have a contract and they have not received the item.  My question, am I still on the hook for this sale or due to it being returned to sender is the sale/contract nullified?   Thanks in advance for any replies.  

[toomuchstuffagain35]

No, the contract was that the buyer would furnish a correct mailing address.

If they want it reshipped they'll have to pay the additional postage.

Or you can refund them the item cost (minus the original shipping unless it was free shipping).

[albertabrightalberta]

You have seller protection when the address supplied by the buyer is invalid or incomplete. 

Since you received the item back, IMO, the honest thing to do is to issue a partial refund, deducting any costs (shipping, fees) you incurred but won't get back. 

If you want to do business with the buyer, you can relist the item and when the buyer purchases it, they MUST make sure their shipping address is accurate before submitting payment. 

[albertabrightalberta]

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@toomuchstuffagain35 wrote:

Or you can refund them the item cost (minus the original shipping unless it was free shipping).

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In this case, the seller would be allowed to retain the original shipping since a refund wouldn't be required for an invalid address. The seller is doing the buyer a favor by issuing a refund (even if it's the right thing to do). 

[mr.emk]

Thanks for the insight.  This buyer is a real pain.  Endless messages.   Replied back to a few of them with photos of the package with the returned to sender sticker.  If a full refund is issued can this buyer still leave feedback for the item?  

[stuff4divas · Accepted solution]

@mr.emk  Since the buyer decided to be a jerk, even after your generous offer of the full refund, and the fact that it was their mistake for not supplying the proper address, I would refund minus the shipping cost and fees incurred, cancel the transaction due to problem with address and block them.

[soh.maryl]

And, when you refund the buyer (minus the shipping), can you suggest to him/her that maybe they need to have a forwarding order in place with their new address so that this doesn't happen again? 

[dbfolks166mt]

No, the contract was that the buyer would furnish a correct mailing address.

If they want it reshipped they'll have to pay the additional postage. No way for the buyer to do this and it has the potential to create additional issues. 

Or you can refund them the item cost (minus the original shipping unless it was free shipping). There is NO such thing as free shipping. Seller paid to ship the item regardless of whether the listing indicated free shipping or not. 

[mr.emk]

Thanks for the reply.  Yes, I've suggested the buyer update their shipping address on eBay to avoid future mailing issues.   

[prestigeautoparts1]

 ALWAYS ship it to the address the buyer provided when purchasing the item. Never ship to an address they give you afterwards.  You are not covered under seller protection 

[ms.rodriguez*]

Refund everything but the shipping fee.  Tell the buyer that the ebay contract requires them to have the correct address on file and if the item is forwarded, they lost their mbg.  They are darn lucky to get the refund minus the shipping.  Block the buyer.  For now, do NOT list that item.  You don't want them buying it again.

Do NOT reship this item. If you still want to sell it to them, refund minus the shipping fee.   THen relist the item but tell the buyer to fix the address BEFORE they pay.