Help • USPS returned package "no such number" but buyer says it is the correct address, what do I do

[kdk8]

I recently sent an item a buyer purchased through eBay priority mail by USPS. The postal service said "No Such Number" and returned the package to me. The buyer finally responded to my messages and said they don't (usually) have any issues with delivery and that the address they gave is the correct address. Can someone help me on what to do next? How do I re-send it without paying for shipping again and how do I resend it to the same address if it may be returned to me again? I'm baffled. Thanks for your time and assistance! Kate

[soh.maryl]

It seems like your buyer needs to contact his local USPS and find out why they believe his address does not exist.  Does he not receive mail at that very same address? Is there any possibility that the buyer gave the wrong number, for instance?  

[wastingtime101 · Accepted solution]

I would give the buyer's local post office a call @kdk8 and ask them why the package was kicked back. If it was due to USPS error (which happens on occasion) then you can probably peel the RTS sticker off the label and, assuming they didn't scrawl RTS on the actual label, drop the package in a blue bin at the post office or leave it out for carrier pickup and send it back in the buyer's direction.

But if there was a legit reason why the package was rejected for a bad address then you'll have to work things out with the buyer. Below is the general advice I give out in that situation:

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.

[kds99]

Take it to your local PO. Sometimes they will resend for free if they agree the address is good.

[kdk8]

Oh my gosh! This seems so complicated! Thank you for all your notes!

[kdk8]

Ok thank you. The buyer said it is a correct address. I will ask them to try to find out why it was not delivered. 

[wastingtime101]

It's probably the length that makes it seem complex, but just read the options one-by-one. They're pretty straightforward. You have choices so choose the one that works best for you.

[kdk8]

I confirmed with buyer they gave the correct address. I will ask them to contact their post office but they are not a great communicator. Took them over a week to reply to my messages about this and they reply with very short answers. Uhg

[wastingtime101]

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@kdk8 wrote:

I confirmed with buyer they gave the correct address. I will ask them to contact their post office but they are not a great communicator. Took them over a week to reply to my messages about this and they reply with very short answers. Uhg

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Call their post office yourself.

[deserdog]

I have had this happen several times, and anytime that I have had a package returned: "No such Address" but the address was in fact correct, the post office has redelivered on their dime.

[kdk8]

Ok thanks. I've been on the phone with the main USPS operator for over a half hour now and it is not really helping. The post  offices where I live don't answer their phones. Phones ring and ring then disconnect. It feels like a miracle when they do answer. I'll try to track down her local post office. With all this time I'm spending, there goes all my profit! haha

[kdk8]

If it is their error, how do they pay for the second shipping costs?

[kdk8]

I just called the buyer's local post office. He said they made the mistake and there was no way for them to pay for the re-shipment. I would have to go on the main USPS website and file a claim. This is ridiculous. So frustrating. I kind of want to cry right now.

[kdk8]

I spoke with the buyer's local post office. They admit they made the error but said they would not pay for the re-shipment and I could not resend it again with the same label, that I would have to buy more postage, then file a claim to get it reimbursed. That sounds so painful.

[wastingtime101]

Why don't you follow the advice in my first post on this thread where I said:

I would give the buyer's local post office a call @kdk8 and ask them why the package was kicked back. If it was due to USPS error (which happens on occasion) then you can probably peel the RTS sticker off the label and, assuming they didn't scrawl RTS on the actual label, drop the package in a blue bin at the post office or leave it out for carrier pickup and send it back in the buyer's direction.

I know the buyer's PO said you could not use the same label, but if the label is unblemished you really can put it back in the mail stream. Just don't take it to the post office counter clerk - put it in one of the bins instead.