Buyer puts wrong address > Refund?

[rofos_36]

I am new business seller. My buyer purchased an item putting a wrong address. Shipping was free. The item came back to me as undeliverable, the street does not exist. The buyer later provided a correct address but by them, the item was already shipped. Now the buyer demands a refund. He opened a "non-received item" case. Do I need to refund the buyer at all? If I don't, will Ebay step in and refund the buyer forcibly? The tracking shows that the item was returned to me.

[titipeo]

It is the buyers responsibility to provide the correct address. As a seller you are not allowed to make changes to the address given, otherwise you will loose your sellers protection. You can submit the tracking details, and the case will close in your favor, since indeed tracking will show that delivery was attempted, and returned. I would refund the amount, and deduct a portion for the shipping. I know you mention "free shipping" but no, there is no such thing as free shipping, since you most likely added it to the item cost. 

[kensgiftshop]

@rofos_36 

Since you got it back, I would refund the buyer.

[uniwarehousewares]

Here is something important you have to know.

1 : if item is shipped and buyer ask you to change the address after you ship the item, then you are not responsible for it and just reply to buyer that you cannot cancel the order as item is shipped. do not write him more .if later he open item not received case and tracking shows item is on the way back to you and tracking also shows there was delivery attempt or buyer refuse the package then tell ebay about it. ebay will close case in your favor if it shows there was delivery attempt. 

2 : if buyer open case stating he didn't receive the item but tracking shows item already deliver back to you then at that point add tracking number in the case and call ebay right away before buyer call ebay and explain them if there was delivery attempt. if ebay say it delivered back to sender then tell ebay, there was delivery attempt first to buyer so as per policy case has  to close in your favor.

3 : some buyer place an order and right away ask to change the address, if they do that it could be trap for you, never accept that, cancel their order and ask them to update right address and then place new order for it.  if you ship the package on address which is different then the order, later buyer can open case with paypal or with bank and will take their money and seller will not be protected because seller is only protected for the address which is showing on order when buyer placed the order.

Good luck

[soh.maryl]

Refund the buyer the item price.  After all, you have it back and presumably can sell it again.

But not the shipping cost. 

[uniwarehousewares]

you should not misguide the member here, if seller receive the item back due to buyer fault then seller should not refund anything to buyer. if tracking shows there was delivery attempt so seller is not responsible for it. 

[pargran3]

Technically correct. Ethically stinko

[pjcdn2005]

You’re saying that it’s ok to keep the buyer’s money and the item?  

Regardless of eBay's rules, the right thing to do would be to refund the item price.

[rofos_36]

Thanks to all these helpful replies. What happens if the buyer asks for re-delivery to the correct address? I guess I would not be able to refuse the refund in this case? It seems that cancellation and relisting is the only way to forward the item to a new address.

[titipeo]

Buyer will need to purchase item and place the correct address to ship. Once a purchase is started, prior payment, you are given the option to where to ship item. Again, NEVER change address your self. You are to ship where it shows on order, 

[titipeo]

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i@pargran3 wrote:

Technically correct. Ethically stinko

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I understand the ethical part, as I myself suggested buyer to refund and deduct shipping, but we also need to see that as sellers, Technical and ethical typically tend to go out the window when it comes to eBay, seeing that buyers have better protection, and can do chargebacks as well. 

[stacy_pme]

Also, I had a buyer put the wrong address in (apparently down the street from his actual address), but missed the delivery of the item, attempting to get the mailman to give him the item, but the mailman wouldn't give it to him without an ID (and buyer apparently didn't have an ID).  So buyer couldn't gain possession of item.  The item was returned to me.  Buyer put in a INR case.  I showed proof, and case closed in my favor.  I did not refund that buyer and I did not send it out again to a different address.  Buyer knowingly put in the wrong address for reasons I don't need to know.  If a buyer is misusing the system, they do not deserve refunds.

[Anonymous]

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@rofos_36 wrote:

Thanks to all these helpful replies. What happens if the buyer asks for re-delivery to the correct address? I guess I would not be able to refuse the refund in this case? It seems that cancellation and relisting is the only way to forward the item to a new address.

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This relationship is over. Refund less shipping and move on from this transaction.

Block them and anyone else who provides an address with a street that doesn't even exist.