Unreasonable request from buyer.

[inhawaii]

Order did not get delivered because the buyer failed to update his address.

Buyer saying "Just send another one to..."

I guess he expects me to send him another one without even getting the first one back AND pay for a second shipping.   

Wouldn't any "reasonable" customer/person realize that this would not be fair to the seller?

Now I have to try and figure out how to delicately word a response to the buyer so that he will understand without p-ing him off.

[ittybitnot]

Order did not get delivered because...

@inhawaii 

Does the tracking suggest the item is on the way back to you?

[frodobagginskennedy]

I am so sorry you were not aware you needed to keep your address updated on E Bay.   E bay requires sellers to ship to the address on file when checkout occurs.  Hopefully the postal system will return the original item to me.  If/when I receive the original I will be happy to cancel the original transaction, relist the item so you can repurchase using the correct address.

If you do not wish to go forward I completely understand.    When the original item is returned I will refund you minus the original postage and any fees I have incurred due to the incorrect address.

[albertabrightalberta]

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@inhawaii wrote:

Wouldn't any "reasonable" customer/person realize that this would not be fair to the seller?

---

"Reasonable?"Not your buyer! Empathy and fairness for a seller? Not from your buyer!

"Dear buyer,

I'm sorry you erred in not updating the shipping address before purchasing from me. Unfortunately, per ebay policy, it's the buyer's responsibility to verify that their information is accurate and up to date. 

If and when I get the item back, I will refund your purchase price or if you'd rather I resend, I'd need payment for the shipping cost.

Be sure to update your shipping information so this doesn't happen again.

Sincerely,

Seller"

[b86fiero]

Don't cha just hate when buyers fail to provide a correct address?!  Geez, do they not see the incorrect address at checkout when they are paying for the item?

In the past when you could actually speak with an eBay employee they would read the message/s from the buyer and hold the seller harmless. You're a good seller, you shipped the item right away to the address they provided. eBay could (and often did) refund the buyer from corporate funds and allow you to keep the payment from the buyer. 

Now it's anybody's guess how these snafu's play out.  

The last one of these buyer fault incorrect address messes I dealt with I politely told the buyer that the item was shipped to the address they provided on such and such date and provided the tracking number. I told them to immediately go to their local post office and file a change of address to ensure they received it at their correct address.  I also told them that eBay requires buyer to provide correct addresses and they needed to fix that immediately so they could continue buying on eBay.

Never heard from her again.

[ittybitnot]

Now I have to try and figure out how to delicately word a response to the buyer so that he will understand without p-ing him off.

@inhawaii 

First off, diplomacy requires that you do not insinuate the buyer is an idiot and this is all his fault.  Even if it IS his fault, and he is an entitled idiot to presume you can just put another one in the mail for free.  

Dear buyer. 

So sorry there was a mix-up with the address. There are a couple of options available here, so let me know which one you prefer.  

You can purchase another and use the correct mailing address and I can send it right away (insert item number, no link because eBay will strip it out of the message even if it to an eBay listing).  When the original is returned to me, I will issue a refund for that transaction. 

OR

I can simply issue you a refund when the  product is returned.  

Let me know what you prefer.  
Sincerely,
You

[vintagecraze50]

So clarify that they need to repurchase another item and that unfortunately you merely did what you were told to do by the buyer by shipping to address on file. Under no circumstances do you just send another for free.  If package shows delivered, I imagine ebay would consider it delivered just like any other INR.

[vintagecraze50]

IF THEY LEAVE  a negative feedback you get it removed because it’s not your fault.

[evry1nositswindy]

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@ittybitnot wrote:

Order did not get delivered because...

@inhawaii 

Does the tracking suggest the item is on the way back to you?

---

Don't go by that.  Yesterday, I had an item that showed on the USPS tracking page that the name wasn't known at the address and the item was being returned to sender.  Today, it shows as delivered to that address.  Weirdness...

[inhawaii]

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@ittybitnot wrote:

Does the tracking suggest the item is on the way back to you?

---

Great question.

The tracking show's it's available for pick up at the post office.

The customer says that it's not, that per the post office its already on it's way back to the sender.

[12345jamesstamps]

Dear buyer,

Your item purchased is waiting for you at the old address. You can pick it any time.

Regards,

[titipeo]

Dear buyer, during your purchase process you confirmed the delivery address where the item was to be delivered 2X. That is the address used on the label. Had you provided or updated the address, things will be different. Did you submitted a forwarding address when you moved, they only last a few months. At this point, once the parcel gets returned, I will refund total cost - (shipping + eBay fees). Relist item and you can purchase again and hopefully you will provide the correct address. An error on your part does not constitute an emergency on my side. 

[mam98031]

I've had these types of transactions over the years.  I'm pretty consistent about what I do.  I send the buyer an email outlining their options.

Once I get the item back and if it is undamaged, I will refund the buyer less shipping and fees.  Or if the buyer prefers I can reship it.  I tell them that I can send them an invoice through PayPal for the new shipping charges.  Once they pay that, I will reship the item to their corrected address.

Couple things to remember if they choose the reshipment route.  Make sure you charge them enough on the reshipping to allow for the PayPal fees.  Also remember to print your new shipping label from the PayPal payment, NOT in Ebay.  Don't risk the system to suddenly give you a defect for late shipment.  

[dhbookds]

On the problem of billing for the postage to mail it back..........  someone not too long ago posted an interesting solution, that I thought I'd bookmarked, but apparently didn't.

They said they put a listing up in the Business section for the postage.......described it as resending item due to bad address.......the buyer would buy it.......seller could print a label with tracking, etc.    but I can't quite remember all the parameters......

If anyone saw it/does it........perhaps you could explain again.........

[ittybitnot]

The customer says that it's not, that per the post office its already on it's way back to the sender.

@inhawaii 

Thanks for the reply.  I suppose it really doesn't matter.  I asked that question of you before I wrote my suggestion for a "Dear Buyer" letter in message #6....if the buyer thinks it is on the way back, that will probably work out just the same. since he is only given the two choices in the message. 

Good luck, and let us know how it turns out.