Buyer provided old address and opened INR case

[highest_merch]

In short I sold my item + shipping (This transaction was over $50) I shipped the item within 1 day to the address provided through Ebay and paid for my postage through Ebay/paypal. The item arrived in the correct zip code on the label about a week ago and according to tracking it has been sitting at the post office since then and hasn’t been delivered. Tracking says “Alert. Forwarded. This is because of forwarding instructions or because the address or ZIP code on the label was incorrect”. I assume this means the package is on its way back to me.

The buyer has opened a INR case. In the details they put that they forgot to change their address in their profile after moving and if I happen to get the package back to please send it to [address in a completely different state].

I am not sure the best way to go about this now that a case has been opened. Feedback appreciated! 

[designforyou]

  I would call ebay and ask them to cancel the case while you are on the phone, as the buyer did not supply a correct address to begin with.  If ebay closes the case, and then the  buyer still wants the item, ask them to send the money to re-ship to your paypal account.  Make sure to verify the new address is on the their paypal account before shipping.

[orangehound]

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@highest_merch wrote:

I am not sure the best way to go about this now that a case has been opened. Feedback appreciated! 

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Respond to the return request with the tracking number and some statement such as "delivery was attempted ... buyer provided incorrect address".  This will help to ensure the INR case is closed in your favor.

Once the case is closed and if the item is returned to you, then here is how I typically handle it:

1. I contact the buyer to tell them that their item was undeliverable.
2. I give them two options.  The first option is to cancel the sale, and the second option is to ship it a second time at their expense.  (You cannot reuse the original label or get a refund for the original label ... that money is gone because of the buyer's mistake).
3. If they want it reshipped, then I invoice them via PayPal for the second shipping charge and reship it when they pay.
4. If they want a refund, I fully refund (cost plus shipping) and put them on my BBL ... I refund them fully because I don't want to deal with a case or a negative feedback.
5. If they do not respond to any communications within 60- days, I refund the cost of the item less shipping and put them on my BBL.

[2015mhfashions]

If they want a refund, I fully refund (cost plus shipping) and put them on my BBL ... I refund them fully because I don't want to deal with a case or a negative feedback.

An INR is already open,If the seller calls in and has the INR closed in their favor because of an incorrect address supplied negative feedback would be removed. I would not refund shipping for their mistake, invoice for shipping if they want it re shipped but ask them first to update their shipping address.