Will requesting USPS to change the address at a buyer's request void my seller protection?

[musicissilver1]

Buyer is asking if I can reroute their shipment to a new address. Will me requesting USPS to change the address be in alignment with eBay's policies? If the buyer were to open a dispute, would I still be entitled to seller protection in this case? I am not able to have a phone call with eBay support. Thanks.

[sin-n-dex]

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@musicissilver1 wrote:

Buyer is asking if I can reroute their shipment to a new address. Will me requesting USPS to change the address be in alignment with eBay's policies? If the buyer were to open a dispute, would I still be entitled to seller protection in this case? I am not able to have a phone call with eBay support. Thanks.

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No, you have to ship to the address on the sales record, or you won't be covered in case of dispute.

If the buyer needs to change address, you will have to cancel and relist. Be sure though before cancelling and relisting the person messaging you is the actual buyer of the item. Some scammers message sellers of recently sold items to try and get them redirected.

C.

[oldwestgold]

You must ship to the address provided by eBay. Never delay or change that and you should be covered. Tell the buyer they should have put in a change of address.

[musicissilver1]

I'm seeing everyone's replies here and while I respect them, upon contacting eBay support, they told me that I would still be protected in this scenario. Does anyone know where exactly in eBay's guidelines this is addressed?

[yourcomicbookshop]

You have to ship to the original address to be protected.

[inhawaii]

You were misinformed.

Besides that, once you ship the item, you can't ask the USPS to change the ad⁴dress.

[ebooksdiva]

@musicissilver1 

I can tell you that customer service has misinformed you. 
According to eBay's Money Back Guarantee a seller must ship to the address given in the order details in order to be protected against the buyer opening an item not received case. 

You also can't have USPS reroute the package that is something the buyer has to do including put in a change of address with the post office or placing a hold on mail being sent to their old address. That is all the buyers responsibility not the sellers.

[wastingtime101 · Accepted solution]

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@musicissilver1 wrote:

I'm seeing everyone's replies here and while I respect them, upon contacting eBay support, they told me that I would still be protected in this scenario. Does anyone know where exactly in eBay's guidelines this is addressed?

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That used to be the case, but as of 2019 (reference link) eBay no longer offers seller protections when the address is changed, even when the buyer's request is visible through eBay messages @musicissilver1 . ebooksdiva provided the policy link above.

The procedure is to ship to the address on the order, or advise the buyer you can cancel (select the reason problem with address) and the buyer can place a new order, entering their correct address before paying.

If you want even more direct confirmations from eBay you can view this and this and this.

Hi devon@ebay - can you have this CS contact reviewed for coaching? We don't want sellers losing their protections based on faulty info from CS. Thanks!

[musicissilver1]

Thanks for a truly "glorious" answer 😎 👍 💛

[musicissilver1]

Thank you so much for that!!