Sold item returned to sender due to issue with address, what do I do now?

[swbaird167]

I sold an item a few weeks ago and just had it delivered back to me today. USPS marked it as Moved Left No Address. I contacted the buyer and they told me they moved but thought they had setup forwarding; they gave me their new address in messages. Can they still leave feedback? What am I supposed to do now? If relevant, my order earnings on this sale were $1.67 .

[swbaird167]

Thank you, you pretty much exactly described my initial thoughts. What's the rationale behind the "cannot refund them minus the first shipping cost"? I agree the policies are vague and seems like eBay has removed their live chat function to get any sort of "official" clarification. INR case is here and as of now seems like eBay is on my side saying the tracking number shows delivered to correct address. Sit and wait the case out?

[fashunu4eeuh]

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@swbaird167 wrote:

Thank you, you pretty much exactly described my initial thoughts. What's the rationale behind the "cannot refund them minus the first shipping cost"? I agree the policies are vague and seems like eBay has removed their live chat function to get any sort of "official" clarification. INR case is here and as of now seems like eBay is on my side saying the tracking number shows delivered to correct address. Sit and wait the case out?

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Hi @swbaird167 No don’t wait, you will need to respond to the case within 3 business days by uploading the tracking number  to it and explain the buyer gave an incorrect address. Below is the link to eBay’s Help page on how to deal with an Item Not Received case. 

There is some info in this thread that is not correct, and i am sorry if this has been disruptive to your getting assistance. (Am a 15+ year seller, long-time forum volunteer. This is a posting ID.) once a case is opened, a partial refund is usually taken off the table. However, you should prevail in the case since this is the buyer’s fault the package did not arrive. The tracking should reveal the Return to Sender status that will indicate you sent the item to the address given by the buyer and it could not be delivered. Good luck and again my apologies.

https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116

[ebooksdiva]

The seller has the buyers contact info that includes a phone number. That would be how to give PayPal info or obtain an email address to send an invoice for reshipment. Not through eBay messages. 

[redmodelt]

Please update your post as the OP you were tagging changed their post. Thanks

[gloryglorygifts]

Since everyone else is responding to the address, forwarding and refund info, I'll answer your other question.

Yes, they can leave feedback, as they are a verified purchaser. 

[krazzykats]

I think I would simply cancel the order and relist the item(s).

If the buyer is still interested, then they can rebuy it with their corrected shipping address.  Let them know and even send them the listing's new link. 

You may lose the original shipping cost.

I like simple.  That's what I like.

ᓚᘏᗢ

[highdesignerfashion]

Definitely call eBay customer service and sent pics to protect yourself and your Seller rating.

[mam98031]

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@bad_box1 wrote:

Here's the link from Kyle at eBay explaining it truthfully and in all its awful state:

https://community.ebay.com/t5/Returns/Am-I-Allowed-to-Deduct-My-Original-Shipping-Cost-from-Refund/t...

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That is a different situation and doesn't apply to the OP's issue.

[mam98031]

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@krazzykats wrote:

I think I would simply cancel the order and relist the item(s).

If the buyer is still interested, then they can rebuy it with their corrected shipping address.  Let them know and even send them the listing's new link. 

You may lose the original shipping cost.

I like simple.  That's what I like.

ᓚᘏᗢ

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@krazzykats 

Cancelling an order after it has shipped is not what the cancellation process is meant to do.

An order cannot be canceled if:

• The seller has shipped the item or the item has been collected in person
• The buyer has reported that the item hasn't arrived
• The buyer has opened a return request
• It's more than 30 days since the order was placed

https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298

[luckythewinner]

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What am I supposed to do now?

You are not "supposed to do" anything unless the buyer files a dispute. But my personal ethics would dictate that I refund the transaction (less shipping), relist the item, and ask the buyer to purchase it again with the correct address. 

If relevant, my order earnings on this sale were $1.67 .

IMHO they are not relevant to me nor to the buyer. 

[mam98031]

@swbaird167 

I know I'm a bit late to the conversation and it is highly likely you have already taken care of this.  But I just thought I would give some information that does not appear to have been previously shared.

When this happens, the seller is completely protected as long as they followed the Seller Protection rules.

1.  Ship to the address on the order payment notification.

2.  Ship with tracking and if you use a different service for your shipping labels, make sure tracking is uploaded within your stated handling time on the order.

3.  If the total order is $750 or more, signature confirmation is required upon delivery.

So that means if the buyer were to request you just send it to the corrected address, do NOT do that.  You will lose your Seller Protection if you do not do step ONE.  

If the buyer files an INR, they will lose because the tracking will show delivered to the address they gave you.  Ebay will NOT make you refund the buyer in any way or for any amount.

Now I always recommend to voluntarily refund the buyer for the original purchase less the original shipping costs plus the FVFs and the 40 cent per transaction fee that you will still incur because of the amount you kept.  But first I recommend to contact the buyer and let them know what has happened.  I give them two choices.  I can refund less my original shipping and non refundable fees.  Or if they still want the item, I can bill them through PayPal for the reshipping charge which will include the fees paid for using PayPal.  I also remind them if they choose that option to make sure they give me the correct ship to address.

Now this is really important.  DO NOT under any circumstance create the new shipping label in Ebay.  Go to the PayPal transaction and create it from there.  If you do it from the original transaction you risk over writing the original tracking and you do not want to lose those details.

Doing this is NOT against the Ebay rules.  Ebay is well aware that they do not have a vehicle for sellers to correct this kind of issue.  So you will be just fine.

Oh and your feedback should be fine, no matter which option the buyer selects.  If for some odd reason they were to post bad feedback, it is highly likely it could be removed.

[onefootflipper1]

I have a "don't know where they live" shelf for these items. When they show up, I put them on the shelf, I don't open them, I don't try to track down the buyer. I don't do anything. Any action I take will result in me losing money when it was the customer's fault, not mine.  Once a year I open them all up and relist them.

I have never once had this happen with an item of any real value, I think the most expensive thing ever to end up on the shelf was $8. Usually it is trading cards.

[mam98031]

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@onefootflipper1 wrote:

I have a "don't know where they live" shelf for these items. When they show up, I put them on the shelf, I don't open them, I don't try to track down the buyer. I don't do anything. Any action I take will result in me losing money when it was the customer's fault, not mine.  Once a year I open them all up and relist them.

I have never once had this happen with an item of any real value, I think the most expensive thing ever to end up on the shelf was $8. Usually it is trading cards.

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That is incorrect as I explained in my earlier post.  As long as you followed the Seller Protections rules [which I outlined], you would not be out any money whatsoever.

So while this is your procedure, you are keeping money that does not belong to you for reasons that are not correct.

[broto_64]

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@swbaird167 wrote:

Buyer has opened an INR case requesting a refund. eBay says "Your package with the tracking number .... was delivered to the correct address. You've done everything you need to do right now. If the buyer doesn't close this request by 27 Jun 2025, you can ask us to step in and help." Seems odd that I don't do anything? My concern with any sort of partial refund is that they won't be happy they didn't get all their money back and also that it could complicate the case. I have not found anything about the buyer being able to leave feedback as that's my concern right now.

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You need to access the case, and enter the tracking number in the corresponding area.
Then you can wait for the case to close out, in your favor.

As for the refund, I have perused the policies in these regards and I act appropriately for what is my business model, perhaps you may wish to do the same.

[powell-collectibles]

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@mam98031 wrote:

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@onefootflipper1 wrote:

I have a "don't know where they live" shelf for these items. When they show up, I put them on the shelf, I don't open them, I don't try to track down the buyer. I don't do anything. Any action I take will result in me losing money when it was the customer's fault, not mine.  Once a year I open them all up and relist them.

I have never once had this happen with an item of any real value, I think the most expensive thing ever to end up on the shelf was $8. Usually it is trading cards.

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That is incorrect as I explained in my earlier post.  As long as you followed the Seller Protections rules [which I outlined], you would not be out any money whatsoever.

So while this is your procedure, you are keeping money that does not belong to you for reasons that are not correct.

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Disagree on this one.  So, under your scenario, seller is AT BEST not out anything.  So, not making money, not losing money.  When seller gets the item returned he should refund the cost of the item, less shipping and fee?  And less the shipping materials?  And less the mileage expense to the post office?  And less the time he spent packaging the item and bringing it to the post office?  

okay, seems to me that seller should just keep the item and the funds.  If the buyer doesn’t care to have a valid address or even communicate with seller of there is an issue, I’ll just keep the item and the funds.