Wrong Address From Buyer Left Negative Feedback

[auntginnyj]

I sold a pair of eyeglasses and shipped last week to address the Zero feedback buyer provided. Today the buyer apologizes for wrong address and asks what he should do. Tracking number shows package is attempting to be delivered to address provided. I haven't replied to him yet but see he left negative feedback which I just requested to be removed. 

Am I correct in saying I'll refund the purchase if and when USPS delivers the package back to me?

[mam98031]

Sometimes it is simply mind boggling how people justify things to themselves.  Sometimes people just are incapable in accepting responsibility for their own errors.  I'm so sorry you are having to deal with this.

Did you use the automated function to request the feedback be removed?  If so, please post when you get a response, it usually doesn't take long to get a response.

Just so you know, you are doing fine.  You've done NOTHING wrong.  You did exactly what you were suppose to do and ship to the address the buyer gave you.

While Ebay will not require you to refund the buyer a penny, even if the item comes back to you or if the buyer files an INR [you will win it], of course personally I always say to refund it.  

But NEVER the full amount.  I only refund the buyer the amount they paid [not sales tax, Ebay will do that] less the original shipping, any return shipping fees and the per transaction fee [40 cents] that isn't refunded.  You should not be out a single penny but of course no profit either.  At least that is what I do.

[12345jamesstamps]

"Zero feedback"...could be a guest on eBay which wrong address on buyer comes into play.

Would I email buyer anymore...no.

Wrong address...buyer should have an address forwarding maybe if moved...and still might receive it.

Do not refund...you can refund if eBay gets a claim to do it... but sounds like it's not your fault.

Already got that negative feedback so I wouldn't refund buyer unless eBay states it...even if package is returned...I would ask for a revise feedback from buyer first before giving a refund.

[inhawaii]

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@auntginnyj wrote:

Am I correct in saying I'll refund the purchase if and when USPS delivers the package back to me?

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You are correct, sir.

Some sellers will give the buyer a full refund.

Some sellers will give the buyer a full refund less shipping.

After all, you did have to pay for that shipping label.

I hope you can get that undeserved negative removed.

(It actually makes the buyer look bad, not you.)

[robbie31415]

I'd block this person ASAP.

Gave you negative feedback when they admit they provided you with an old address.

Now... a return to sender voids eBay's MBG, so you aren't obligated to refund anything at all.

SO, how would I handle this to get that feedback removed? 

Tell them to open an INR. Contact eBay and have them check the tracking to see 'Return to Sender'. And quote the policy that RTS is NOT covered. (Edit, before Mam corrects me RTS for non seller fault reasons. Undeliverable, wrong address is buyer fault')

eBay will close in your favor. Since the case closed in your favor then all negative feedback related to the transaction will be removed automatically.

Now since I'm nice after the case is closed in my favor, I'd issue them a partial refund outside of the case subtracting shipping costs and 13% fee of the shipping cost.

[mam98031]

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@12345jamesstamps wrote:

"Zero feedback"...could be a guest on eBay which wrong address on buyer comes into play.

Would I email buyer anymore...no.

Wrong address...buyer should have an address forwarding maybe if moved...and still might receive it.

Do not refund...you can refund if eBay gets a claim to do it... but sounds like it's not your fault.

Already got that negative feedback so I wouldn't refund buyer unless eBay states it...even if package is returned...I would ask for a revise feedback from buyer first before giving a refund.

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Guest buyers don't set up an account as far as I know.  If they set up an account, they aren't a guest, they are a member.

[auntginnyj]

The negative feedback was removed. Blocked him as a buyer. Yesterday he opened an INR and my funds are on hold. The tracking shows the item was processed for Return To Sender.  I haven’t received it back. 

Buyer request: Buyer still wants item 

Buyer message: sent to incorrect address 

I’d rather not have any more correspondence with him. Do I wait out the respond by date and let eBay get involved?

[kalyoth]

Make sure you fully respond to every inquiry from ebay on data. The fact it tracks as non-deliverable/return to sender means you should win (95%) the INR case. How much was the item? Because now, you will learn how far they push the refund from you.

[jerseyboymusic]

Make sure you upload the tracking info to the INR!

[mam98031 · Accepted solution]

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@auntginnyj wrote:

The negative feedback was removed. Blocked him as a buyer. Yesterday he opened an INR and my funds are on hold. The tracking shows the item was processed for Return To Sender.  I haven’t received it back. 

Buyer request: Buyer still wants item 

Buyer message: sent to incorrect address 

I’d rather not have any more correspondence with him. Do I wait out the respond by date and let eBay get involved?

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@auntginnyj 

You should contact Ebay and get them to close the INR in your favor as the item was returned to you and the tracking shows this.

You are NOT required to reship the item to a corrected address the buyer gives you.  In fact I would strongly advise you not to do that.  

Before you go any further, you should put this buyer on your BBL if you haven't already.

Be proactive and contact Ebay now to try and resolve this.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

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

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[mam98031]

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@kalyoth wrote:

Make sure you fully respond to every inquiry from ebay on data. The fact it tracks as non-deliverable/return to sender means you should win (95%) the INR case. How much was the item? Because now, you will learn how far they push the refund from you.

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Where did you get that percentage?  Per the Seller Protection rules, this seller in question is covered and the INR should be ruled in their favor.

What "inquiry from Ebay on data" are you referring to?

I am sorry it seems as if you may have had a bad experience in a similar circumstance.  But I've never personally experienced Ebay trying to force me to refund in a situation like this nor have I helped another member through a similar situation where that happened.  You had an unusual experience, I'm sorry.

[auntginnyj]

Thank you so much. Finally the ordeal is over.

[brightlightbookseller]

It's worth noting that eBay has changed the INR process and you can't edit the tracking info or reenter it if it shows delivered. I'm not sure if that applies if it shows RTS, but I wouldn't be surprised.  That does change the classic advice on the boards here (which was true once, but no longer in every case).

[sextons-sweet-deals]

let it ride and do nothing for now. The package will be returned to you in time. 

[albertabrightalberta]

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@auntginnyj wrote:

The negative feedback was removed. Blocked him as a buyer. Yesterday he opened an INR and my funds are on hold. The tracking shows the item was processed for Return To Sender.  I haven’t received it back. 

Buyer request: Buyer still wants item 

Buyer message: sent to incorrect address 

I’d rather not have any more correspondence with him. Do I wait out the respond by date and let eBay get involved?

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Respond to the case with the tracking number and in the comments section, state that package is being RTS because the buyer provided an incorrect shipping address.