Buyer provided wrong address. Item was delivered and is not being returned to sender

[kevinchase]

Title says it all.  The buyer provided me with the wrong address.  Immediately after placing their order.  I printed a shipping label, packaged the item along with other orders I had and drove off to the UPS Store. 

The buyer did send me a message afterward stating they messed up the address and provided me with a new one.  But I did not see his message until after I already shipped the item.

The tracking shows it as delivered and doesnt say that it is being returned to me.

Now he wants a refund because he thinks its my fault that I didnt see his message with the correct address which he sent after.

What am I to do in this situation?   It is not my fault that he provided the wrong address.  I was on a time crunch to get all my orders shipped for the day and did not see his messages.  

Am I at fault?  I also told him multiple times that the "Receiver"  can have a package rerouted via the UPS website, but he did not do this. 

[lamber9347 · Accepted solution]

@kevinchase You will be fine. It's the buyer's responsibility to have an updated and correct shipping address, not the seller's responsibility. Buyer cannot open an item not received as tracking would show it was delivered. Buyer cannot open a return as they have nothing to return. Stop messaging back as the buyer will not understand. You've done nothing wrong and did your part. Buyer is at fault here. Nothing else for you to do in this case. Expect some negative feedback but come back to this forum if that happens and depending on what they write you may have alternatives at that point. Best of luck to you.... 

[wastingtime101]

Buyer,

It's unfortunate, but since the package was delivered to the address you provided my hands are tied. I cannot arrange re-shipment when the package isn't returned to me. I suggest reaching out to the current resident at that address to see if you can make arrangements to pick up the package.

When you sent the message about changing your address, it was too late as I had already shipped the order. eBay does not permit sellers to change a shipping address. The only option is to cancel the order and a buyer would need to re-purchase, entering their correct address before paying.

You can go to this page to ensure your addresses are all correct and future purchases aren't sent to the wrong location: https://accountsettings.ebay.com/uas/addresses

Seller

Sellers are not responsible in this situation @kevinchase. If he opens an item not received claim,  just upload the tracking and after a few days you can ask eBay to step in and it will be closed in your favor.

[kevinchase]

Thank you!

[1tuna]

tell the buyer to use the money back guarantee or MBG with ebay and you will be fine

there is no more need for further messaging wit the buyer

@kevinchase 

[sportay24]

Hello!  This exact thing happened to me.  The buyer paid, I shipped, once the package was delivered the buyer wrote me that I had put the incorrect address and that I was to return her money.  I asked Ebay to step in but aside from the confirmation email that I asked them to step in 2.5 weeks ago, they did nothing to my knowledge.  Today I received a message in Ebay that the buyer opened "a request" that she didn't receive her package. The only options I am being given are

1) Update tracking

2) Refund Buyer

3) Send the buyer a message. 

I sent the buyer a message that I have no control over the address that prints on the Ebay shipping label. Which of course I already told her weeks ago.  Ebay is holding my funds but I have no idea what I'm supposed to do.  Thank you!

[janet9988]

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@sportay24 wrote:

Hello!  This exact thing happened to me.  The buyer paid, I shipped, once the package was delivered the buyer wrote me that I had put the incorrect address and that I was to return her money.  I asked Ebay to step in but aside from the confirmation email that I asked them to step in 2.5 weeks ago, they did nothing to my knowledge.  Today I received a message in Ebay that the buyer opened "a request" that she didn't receive her package. The only options I am being given are

1) Update tracking

2) Refund Buyer

3) Send the buyer a message. 

I sent the buyer a message that I have no control over the address that prints on the Ebay shipping label. Which of course I already told her weeks ago.  Ebay is holding my funds but I have no idea what I'm supposed to do.  Thank you!

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UPDATE TRACKING info in response to the claim.

[sportay24]

The tracking info hasn't changed.  When I clicked on Update Tracking it was greyed out.  The UPS tracking number is showing with a delivered status.  There isn't any option to actually do anything further.  Thank you for your reply.

[wastingtime101]

You need to respond to the non-receipt request. You can do that in one of 2 ways:

1. Click the option to add tracking. Tracking will be grayed out because it's delivered, but you can still click the 'save and continue' button as shown in the screenshot below.

2. You can use the option to send buyer a message through the request. Just state you shipped to the address on the eBay order and copy/paste the address.

The bottom line is you must respond through the request in some way. If you ignore it then eBay will consider that an unresolved case and may force a refund to the buyer. By responding to the request your seller protections for the non-receipt claim will remain intact and eBay will find the claim in your favor.

[kh-belma]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.