Sold to buyer with a different mailing address

[parkwo_85]

I am a seller (in this case) and a buyer purchased my item and within 30 minutes of payment they stated they wanted me to mail the item to a different address than his eBay account address.  So I've already purchased a label thru eBay and told him that I would mention the address change to the USPS.  Well they said they would forward the item if he changed his address properly thru USPS.  Off the package went in one business day. Three days later item was confirmed delivered and I was paid out.  Two days later the buyer said he did not receive the item.  So I tracked the package to his doorstep and responded to his inquiry with the proper tracking info.  Later on he opened a claim INR.  After I repeatedly checked with USPS on three occasions and they said it was CONFIRMED DELIVERED. He then made a claim for eBay to step in and ebay favored on my behalf and I was paid again.  Meaning my other funds from a different sell were on hold until this claim was met.  It was met and I was released to be paid.  Some 4 weeks later here I am with funds deducted from my payouts because INR claim was revaluated and ebay favored on his behalf this time.  Now I'm without my item and my money.  My account has been suspended and I can't even get due process involving this matter with customer service or message the buyer.  Now my 266 dollars in sells is on indefinite hold until the suspension is lifted.  How can ebay favor in a buyer's favor when my item was confirmed delivered and I responded to the buyer within the 3 day window with tracking and told him manually that I had screenshots of the USPS uploaded tracking from the office that I sent him proving my validation???   Help because I'm now without my money and my account is frozen. 

[reallynicestamps]

Write the whole problem down with dates and amounts, including the tracking number and the Messages you got from the buyer.

Then contact eBay through the employees assigned to social media.

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.



The social media Chat accounts are covered by trained eBay employees with some authority.

And you get a transcript so you can compare what you heard with what you were told.

I responded to the buyer within the 3 day window with tracking and told him manually that I had screenshots of the USPS uploaded tracking from the office that I sent him proving my validation??? 

It's possible that the problem is that you did reply to the buyer and not to the eBay Claim. Maybe?

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[parkwo_85 · Accepted solution]

I most definitely replied to ebay on this matter as well.  The csr told me I had nothing to worry about because he looked it up and the dispute was going to be (in his opinion) favored in my direction because I uploaded the proper confirmed delivery info within the 3 day allotment.  I touched base with the buyer over the course of a week and a half trying to help but it never worked out.  eBay has just hacked my money up and now they're charging me underpaid shipping label fees and whatever else they can to eat my remaining 200$ up.  This is an absolute conspiracy!  LoL 

[dbfolks166mt]

     There is something missing or incomplete in your story. INR's are the easiest eBay cases/claims to win if you can prove delivery. From the looks of things you failed to upload the tracking/delivery information to the eBay case or the buyer never would have been able to ask eBay to step in after three days. 

     You indicated you "responded to the buyer" which is different than responding to the eBay case/claim. You can try to appeal the decision and upload the tracking information showing delivery but not sure that will help at this point. You probably also received a ding to your metrics for "Cases closed without seller resolution" since you did not resolve the matter and eBay had to step in. Not sure what the csr was looking at or told you but something is missing. Customer support at eBay at the moment is abysmal and they will tell you what you want to hear to get you off the phone even if this means lying to you. Their "opinion" means nothing it's the eBay policies that matter. 

[parkwo_85]

I most certainly did upload the tracking when first asked. You must not have read the entire message but ebay favored with me when this buyer first made his case and paid me out my held monies because the item was confirmed delivered via USPS.  I had all the bases covered but for some odd reason when my account got suspended his "new" claim of INR was given to him and he was refunded the total amount paid plus he's not required by ebay to return my "undeliverable" item back to me because of the suspension.  CSR said if all of my items that I sold up to the suspension were questioned then all items would be refunded and I would not get any of those items back because ebay doesn't require buyers to return items for refunds to a suspended account seller.  This is the fact of the case and I promise I'm not making this crap up.  eBay has cut me off and my account is locked and my monies are on hold and they are hitting me with this fee and that fee left and right now and I can't do anything about it.  This is such **bleep** and I'm already getting legal representation to move on this after the holidays.  

[dbfolks166mt]

I most certainly did upload the tracking when first asked. You must not have read the entire message but ebay favored with me when this buyer first made his case and paid me out my held monies because the item was confirmed delivered via USPS.  I had all the bases covered but for some odd reason when my account got suspended his "new" claim of INR was given to him and he was refunded the total amount paid plus he's not required by ebay to return my "undeliverable" item back to me because of the suspension.  CSR said if all of my items that I sold up to the suspension were questioned then all items would be refunded and I would not get any of those items back because ebay doesn't require buyers to return items for refunds to a suspended account seller.  This is the fact of the case and I promise I'm not making this crap up.  eBay has cut me off and my account is locked and my monies are on hold and they are hitting me with this fee and that fee left and right now and I can't do anything about it.  This is such **bleep** and I'm already getting legal representation to move on this after the holidays.  

     This is the first time I have seen a situation like yours with so many pieces. Unsure why they suspended you but the legal representation at this point is probably the best, if not the only, route. There is something wrong here and I wish you the best with the legal action. Please return and let us know how this works out. 

[slati_2013]

No, No, No, No! Never ship to any address other than the address eBay gives you. If the buyer wants the item shipped to a different address, cancel the order using "problem with address" and then tell the buyer to change his address on eBay to the one he wants the item shipped to and then buy it again. You were scammed.

[dbfolks166mt]

I most certainly did upload the tracking when first asked. You must not have read the entire message but ebay favored with me when this buyer first made his case and paid me out my held monies because the item was confirmed delivered via USPS.  I had all the bases covered but for some odd reason when my account got suspended his "new" claim of INR was given to him and he was refunded the total amount paid plus he's not required by ebay to return my "undeliverable" item back to me because of the suspension.  CSR said if all of my items that I sold up to the suspension were questioned then all items would be refunded and I would not get any of those items back because ebay doesn't require buyers to return items for refunds to a suspended account seller.  This is the fact of the case and I promise I'm not making this crap up.  eBay has cut me off and my account is locked and my monies are on hold and they are hitting me with this fee and that fee left and right now and I can't do anything about it.  This is such **bleep** and I'm already getting legal representation to move on this after the holidays.  

     I should have added in my other response that you should begin to collect and save all the documentation, shipping information, item postings......... from eBay and USPS to a file on your computer in preparation for the legal action. A lot of information is temporary on eBay and in USPS and you do not want to loose anything. 

[ittybitnot]

and a buyer purchased my item and within 30 minutes of payment they stated they wanted me to mail the item to a different address than his eBay account address.  

@parkwo_85 

Was the ID that messaged you for the address change, the same as your buyer of record?