eBay

wjlyons22 · ‎01-11-2023

A customer provided the wrong shipping address, his old address, and the item went to the address provided. The customer is now upset "I" sent it to the wrong place. It has already been delivered. I have the shipping labels printed at the post office. The QR codes come from Ebay for the post office to scan. Any insight on how to handle this?

wastingtime101 · ‎01-11-2023

Hey @wjlyons22. You have a few options. You should decide which route you'll be taking and communicate with the buyer, but wait until the item is returned (and delivered) to you before you take any of the following actions.

You can refund the buyer the item cost minus original shipping and minus a portion of your eBay fees (fee credits are prorated on a partial refund so you won't get back fees on the shipping amount you withhold). Go to your orders page, find the transaction and select "send refund." On the next page enter the amount. After that, relist the item and if you still want to work with this buyer you can tell them to repurchase it with the correct name/address.
Have the buyer sort out their address issue then pay for re-shipping. Send them an invoice through PayPal or give them your PayPal e-mail. This is post-sale so it's OK to exchange e-mail addresses. It's also OK to ship to a different address because it's technically not tied to the original transaction. You would not purchase the shipping label through eBay or upload tracking to the transaction. You would purchase it from an alternate site like pirateship.com or paypal.com/shipnow and you can send the buyer the new tracking # through e-mail or eBay messages.
A different way to accomplish buyer payment for re-shipping is to create an eBay listing for the shipping cost (bumping it up to factor in eBay fees) and having the buyer purchase it, entering their correct address at checkout. You could purchase a shipping label through eBay for that transaction.
You can cancel the transaction "problem with address" which will trigger a full refund to the buyer and your FVF would be credited.
You can do nothing. The buyer's MBG protection is voided when there's a package delivery attempt. I don't recommend this because even though you'll win an INR (item not received) claim on eBay, there's nothing stopping that buyer from going to their credit card to file a dispute which would grant them a full refund from your account. I also think that handling it before it gets to this stage with a partial refund is the "right" thing to do if you're not going to make reshipping arrangements.

Also - might want to advise the buyer to update both their registration and shipping address on this page, and also check next time they purchase that no old address is coming up on the checkout page:

https://accountsettings.ebay.com/uas/addresses

GLORIOUS!

pickermall · ‎01-12-2023

Sounds like item was delivered... not being returned.

Buyer's error. He needs to figure out how to get his item!

ebooksdiva · ‎01-12-2023

@wastingtime101

In regard to the buyer filing a dispute with their CC. If the seller uploads delivered tracking into the case the seller will Win that also.

So far I had 2 INR payment disputes with financial institutions, uploaded tracking and I won. If the disputes were for Not As Described, then the buyer wins.

kensgiftshop · ‎01-12-2023

This one is on the buyer.

They provided the address to have the item shipped to.

As long as tracking shows it was delivered to the address they gave, you'll be covered if they file an INR.

Have a great day.

wastingtime101 · ‎01-12-2023

If the package has been delivered and is not being returned @wjlyons22, send the buyer a message suggesting they work with the current resident of the address entered at checkout so they can retrieve the package from them.

GLORIOUS!

wastingtime101 · ‎01-12-2023

You're assuming @ebooksdiva the buyer will file an item not received claim with their CC and not lie about the reason for the chargeback to force a refund.

GLORIOUS!

ebooksdiva · ‎01-12-2023

@wastingtime101 wrote:
You're assuming @ebooksdiva the buyer will file an item not received claim with their CC and not lie about the reason for the chargeback to force a refund.

Not assuming anything, merely talking about my experience. I'm well aware that buyers lie there's no mistaking that fact.