mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@wheatress19bb wrote:This happened to me for the first time about a month ago. After trying several things that didn't work, I called and spoke to an eBay rep who fixed the address in the system, but only because the buyer stated in eBay message system the address he meant to ship to. Hope that helps!
This can be a bit tricky. Ebay's rule is that you have to ship to the Address on the Ebay purchase OR the address that appears on the Payment Notification. Or if the buyer emails you within the Ebay system and requests shipment to another address, Ebay will still cover you under Seller Protection if you ship to that address. So the CSR you spoke to really didn't have to do anything in the system, you are just allowed to do this in Ebay.
HOWEVER the PP rules are NOT as generous. PP's rule is that to be covered under Seller Protection on PP you MUST ship to the address on the PP payment notification.
So while you retained the Ebay seller protection, you are not covered under PP for this particular transaction.
@csbbct wrote:
@mam98031 wrote:
@csbbct wrote:
@mam98031 wrote:I email my buyer, let them know I will refund their payment in full, then they will need to resubmit their payment and I ask them to make sure that the ship to address is correct on the new payment as that is the address I'm required to ship to.
I do not cancel the transaction. This has always worked out just fine for me. And it is the easiest on the buyer.
Has anyone had to do this since Paypal has changed their policy to keep their fees on refunds? I'm wondering if this is a case where they would reimburse since it was not the fault of the seller and the fees would be collected again when the payment is resubmitted. On high-priced auctions the fees can be significant.
PP decided NOT to implement that at this time. They were suppose to start doing this on May 7th, but as of today they have not started it and there are no plans that I'm aware of to implement it.
It would however still cost the seller 30 cent as the transaction fee is still not refunded to the seller.
I thought Paypal was going to start doing it some time around the end of June. I've been lucky enough not to have any refunds since then so I haven't experienced it yet.
Nope. It was originally May 7th. If there has been some other announcement, I have not seen it. I did a partial refund just this morning and I got the appropriate fees refunded to me.
@wheatress19bb wrote:
Actually, for me to print out a shipping label with the buyer's preferred address, the CS had to change the address in the system as the seller cannot change it and the buyer was unable to after the transaction, and considering I had a written request to change the address I don't imagine PayPal would have had an issue either.
Sellers can change addresses. There is an blue Change button on the label page. So you can edit addresses as needed in Ebay.
@janet9988 wrote:Ebay policy is that if there is a valid process for a the refund then you need to use it ..for service metrics purposes.
There is a valid service metric reason to use the cancel transaction........
You cancel the transaction using problem with the buyers address.
So ebay wants you to use it so they can better track these things.
I also a was under the impression that you will receive a defect for just refunding the buyer with no cancellation ..but you would have to call to get it removed if you can prove it via messages. Well who has time to call????..It is easier to follow the prompts since there is one specifically for that reason.
It is late now Later I will try to research where I read this months ago.
That is NOT Ebay policy. That is Ebay's recommendation. There is a difference.
The Service Metrics does not track, measure or count Cancellations. It is only about INRs and SNADs.
NO. You will NOT receive an OOS defect IF you have an email between the buyer and seller outlining why the full refund is happening. This is just something that keeps getting passed around on the threads from time to time, but it is INCORRECT.
@janet9988 wrote:This is the RECOMMENDED thing to do so that is what I stick with.
If the item has not been shipped yet, we recommend cancelling the transaction and having the buyer repurchase with an updated address.
And that is absolutely your right and not a darn thing wrong with that.
It just isn't the only alternative. And not following an Ebay recommendation doesn't mean the seller [or buyer] is doing anything wrong or outside the system. It simply means they have chosen a different route to handle their issue. As long as it is within the rules of Ebay there is NO issue.
You need to do what works best for you, it is just important to remember that it may not be the only way to accomplish the same thing.
