How do I do a resend on a returned package?

[Anonymous]

I have looked everywhere and cannot figure out how to do this.  I shipped to the address on eBay but it did not have the buyer's apartment number so it was returned.  The buyer wants me to ship it back and is willing to pay the postage.  How do I do that?  If I reprint a label, it will print the same wrong address.  The buyer said they corrected the address on ebay and paypal, but it won't show on a reprint.  And how do I charge them postage through paypal or ebay?  I am totally lost.... can anyone help?

[nh7235]

Ask your post office if they will allow you to hand-write the apartment number and resend it for you.

Otherwise, buy a new label at http://paypal.com/shipnow and send your buyer a money request through PayPal. Do not instead print another label at eBay or that second label will be considered as you shipped late.

[richard1rst]

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@nh7235 wrote:

Ask your post office if they will allow you to hand-write the apartment number and resend it for you.

I had a similar case recently. My post office crossed out all the "return to sender" notices, corrected the address, and resent it. The next day it was back in MY mailbox. Oops - since the P O Computer had the tracking number as a "return" package the sorting machine did just that.

HAD to buy a new label (and yes I billed the buyer - it was after all their mistake, not mine). They paid, I reshipped with a new label and they got it just fine.

[Anonymous]

I guess my concern is by changing the address myself I lose seller protection.  Thank you for your help. 🙂

[charity_scents]

I cancel the sale due to address issues, refund less shipping (and communicate politely with the buyer about how it needs to be resolved)
Have buyer repurchase if they still want it with the corrected address. 

[Anonymous]

I like that idea better.

[orangehound]

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@Anonymous wrote:

The buyer wants me to ship it back and is willing to pay the postage.  How do I do that?

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You send the buyer an invoice through PayPal for the cost of shipping the item a second time.

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If I reprint a label, it will print the same wrong address.  The buyer said they corrected the address on ebay and paypal, but it won't show on a reprint.  And how do I charge them postage through paypal or ebay?  I am totally lost.... can anyone help?

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You can edit the address in the shipping interface.   Look below the buyer's address, and you will see an "edit" link.  Click on that and add the apartment number.

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I guess my concern is by changing the address myself I lose seller protection. Thank you for your help.

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First, the chance that your package will be lost is very small.  Second, eBay will consider the messages from the seller in making a determination should there be a problem ... if the seller wrote in messages to ship to a particular apartment, and your label is edited with that apartment number, then you are covered by eBay.

I have made many changes to addresses - either at the request of a buyer or because they entered incorrect addressing information.  It happens from time to time, and it is good customer service to be flexible for our customers and accommodate them when they make an error.

[orangehound]

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@charity_scents wrote:

I cancel the sale due to address issues, refund less shipping (and communicate politely with the buyer about how it needs to be resolved)

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I haven't cancelled a sale in a long time ... but, can a seller cancel a sale and give a partial refund?  I don't think that is an option in the eBay interface.

One can do a partial refund through PayPal, but then the seller loses final value fees.

[berserkerplanet]

I just did one.

Buyer send a cancellation request (to the PayPal payment email address) a couple of hours after the item was already mailed. Moved conversation to eBay messaging, told them to refuse delivery, and I'd refund original purchase price minus original shipping (since it was their mistake).

Item finally made it back, partially refunded via PayPal, then called eBay, and got FVFs credited no problem*

Did not cancel order - there is no way to do so in the eBay flow without fully refunding that I can find.

*no problem except that I had to call back 5 days later and do it all over again when the first CS rep screwed it up (or the system did) and no credit showed up after the "up to 72 hours" I was told to wait. Second time the (offshore) CS was really on the ball, and FVF credit showed up within an hour. So the system works, just have to play CS roulette and hope it only takes one call. (maybe that's by design - sort of the "let's offer a mail in rebate that only 20% of people will redeem, but will buy the item thinking they are going to")

[nh7235]

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@orangehound wrote:

eBay will consider the messages from the [buyer] in making a determination should there be a problem ... if the [buyer] wrote in messages to ship to a particular apartment, and your label is edited with that apartment number, then you are covered by eBay.

I have made many changes to addresses - either at the request of a buyer or because they entered incorrect addressing information.  It happens from time to time, and it is good customer service to be flexible for our customers and accommodate them when they make an error.

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@Anonymous wrote:

When a buyer has provided the incorrect address at checkout, we recommend that you cancel the transaction and have them purchase again. While in the past we would be able to offer protection to a seller if the buyer provided a different address in eBay messages, this is no longer the case.

[scga912]

Editing the shipping label by adding one line with an apartment number won't affect Seller Protection.  They look at city/zip match.

Or you can take a Sharpie and write the apartment number on the new label.

I had one come back not too long ago for the same reason.  I edited, re-purchased, wrote in Sharpie too, and sent it on its merry way.

[Anonymous · Accepted solution]

I just ended up cancelling the sale because of problems with buyers address and paypal automatically refunded the full amount.  Then I relisted it 4 dollars higher to cover partial postage and told the buyer what I did and if they want to buy it again they could.  They bought it, I printed the label and their updated correct address printed, and I mailed it back today.  YAY.  Thank you!