Case returns

[iskatemc]

Recently I shipped something to someone who didn't receive it and she opened a case - she stated the wrong address was on it so it was shipped to the wrong address and wanted a refund right now.  Ebay told me I need to work with the buyer to make this right.  This person later said the address is correct, but USPS delivered it to the wrong address and that when it comes back to me to just ship it back using UPS.  Well, at whose expense?  She paid 53.00 to have this item shipped to her.  Shouldn't it be on her to contact her USPS to have them deliver it to the correct address?  AND now my money has been put on hold.  Even if the item comes back to me, I will have to refund her money to her - that means I am out the $53.00 it cost to ship it.  How is this right?  How can I protect myself?  When I call Ebay I talk to people who tell me whatever I want to hear and I still end up losing.  Do I have any options?  

[masim5393]

What does tracking say?

[dhbookds]

If USPS delivered to the wrong address....and it gets sent back to you, take it down unopened to the PO..........they've always resent free when that happens for me........in 2 different POs/states.........

[iskatemc]

Tracking says it was delivered.  

[stephenmorgan]

What makes them think the package will be returned to you?  Whoever received it may decide to keep it.  Do you even know who has package?

File an Insurance Claim with USPS and maybe they can get it sorted out and have the package delivered to the correct address.

[48hrs-clothing]

Note that your buyer advised you that USPS delivered it to the wrong address.

Please check this on USPS website for current status.

It is your responsibility to talk to USPS as you are the sender and USPS will not talk to her and would tell her to talk to you.

If status shows delivered and nothing else then it is an assumption that item is misdelivered and a further assumption that item will be returned to you.

My advice would be to check with USPS customer services who should have more details on their system as to exactly what happened with this item.

I can not ignore the possibility that your buyer is being less than honest and as she is asking you to resend it then it is likely that item was refused possibly by error at her address and this is how she knows that item will be returned to you.

If your postal delivery service provider made a mistake then they should refund your original postage and you can resend the item.

If track& trace website shows delivery attempted and failed or refused then you may consider the possibility that buyer is being less than honest and you can consider your options and all of them have problems associated with them.

1: Advise your buyer that there was no error on delivery and she must pay   postage to resend the item.

I don't expect a positive response from your buyer.

2: You pay return postage from your pocket and resend the item.

3: I assume your buyer has opened an INR case.

You must upload the tracking on the case itself otherwise eBay will close the case in favour of buyer with a refund and will debit your account. 

Please check the status on Track& trace and show this on the case as well.

Your buyer is either very inexperienced or is spooked because there was no need for her to open INR case as you were in communication and  she was asking you to resend the item.

4: If payment was by Pay pal then more than likely you are going to get an INR case opened on Pay pal which you will loose as item was not delivered to address as shown on their records. Pay pal do not take attempted or failed delivery into consideration.

I am sorry that you are put in this unpleasant situation through no fault of your but sadly events like this are part and parcel of selling online. 

[masim5393]

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@iskatemc wrote:

Tracking says it was delivered.  

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Enter the tracking # in to the case and call ebay

[releasethekraken_1]

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@iskatemc wrote:

Tracking says it was delivered.  

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Have you responded to the case with the tracking #? If not, you'd better do that right away, or eBay will force you to refund. That proof of delivery is what protects you.

[iskatemc]

Thank you.  Has anyone had any experiences with UPS?  Are they better to deal with?  

[iskatemc]

Yes, I did.  Thank you.  I hope this helps me.  If I have to refund, I'm out 53.00 no matter how you look at it and I did NOTHING wrong!

[calntom]

A conflicting story from the buyer concerning the address does not sound good.  

If the buyer opened a Item Not Received case, do as advised by @releasethekraken_1  and get the tracking entered into the case. eBay will close the case in your favor.  

This sounds like the buyer screwed up on the address. If so, that is owned by the buyer. Not your fault.

If the package happens to make it back to you at some point, then you can do something for the buyer.  

If the buyer opened another type of case other than INR, then you are in a bad situation. 

[iskatemc]

Why would I be in a bad situation if the buyer opened a case other than INR?  by the way, what is INR?

[calntom]

INR is Item Not Received

If the buyer selected one of 6 reasons that equals a Item Not As Described case, then you will be more than likely refunding the buyer.

What exactly was the reason the buyer picked for opening the case?

[iskatemc]

Thank you! 

She stated item was delivered to wrong address and that wasn't the address provided by her.   I did upload tracking so I do hope I'm protected.  I will also be contacting the post office myself to see if they can intervene. 

[pickermall]

If the "wrong" address wasn't provided by her, how did you send it to the wrong address? Make sure on all your listings you note that you will ONLY send to the Ebay confirmed address the buyer has on file.  I have had this happen a little in the past where a buyer says I sent it to the wrong place... my reply? "I sent it to the confirmed address you have on file with Ebay.. I had no reason to change that"

If they open a claim that they never received the item, Ebay will shut that down in your favor, since it shows delivered.