Ship to section had two addresses unable to print label

[mlsbooks_videos]

Yesterday I had a new buyer purchase an item and in the ship to section are 2 different address to the same state. I think one is a home address probably for credit card and the other is place of work. But that is an assumption. Address line 1 has an address with city, state, and zip all on one line and then address line 2 has another address.   In all my years selling I have never had this happen before and am not sure how the order was able to go through since I am unable to print a shipping label. I have emailed the customer stating I am unable to print a label due to the two addresses and don't know which one is correct. I also encouraged them to double-check their shipping information so they don’t have further delays in the future. I have not heard back from the customer. I have a 2-day handling. If I don’t hear back from the customer tomorrow (Friday) is ut best to cancel the order since that is when I need to ship by.   

Thanks for the help. 

[a_c_green · Accepted solution]

I would say that's a textbook case for canceling due to Problem With Address. (If you corrected it to be one address, I could see the knucklehead filing an Item Not Received for the other one.)

This is the buyer's problem to resolve. I would not make it yours.

[ebooksdiva]

Cancel using reason problem with buyers address. If the buyer wants the item they will need to repurchase with their address corrected. 

[selforfun]

It sounds like you're facing an unusual situation, but you’re on the right track in terms of communication. Based on eBay's policies, if you're unable to print the shipping label due to conflicting or unclear address information, it is appropriate to cancel the order if you don't hear back from the buyer in a reasonable timeframe.

Answer 1 is a safe and compliant choice: Cancel the order using the "Problem with buyer's address" reason. Since eBay typically recommends contacting the buyer first and allowing some time for a response, if you don’t hear back by your handling deadline, canceling with this reason is ideal. If the buyer still wants the item, they can repurchase with the corrected address.

Additionally, it’s worth noting that sometimes address issues arise when the address is too long for the input fields or when eBay's address box splits into two lines incorrectly. In these cases, you can often fix the issue by cutting and pasting the relevant parts from one address line to the next, provided the address is otherwise correct. It’s not uncommon, especially with international addresses, for the system to misinterpret longer or more complex addresses (for example, in countries like Nigeria). In my 26 years of experience, I’ve resolved these issues by adjusting the formatting and ensuring the address matches exactly what's on file with the buyer's account.

eBay encourages clear communication with the buyer, so letting them know the issue is likely a small formatting mistake can also help clear things up. If the buyer has a strong account standing, like positive feedback, they may simply be purchasing a gift or making an error in the address setup. In such cases, providing them the opportunity to resolve the issue directly can often avoid delays or cancellations.

In terms of your handling time, eBay allows a reasonable window for you to cancel an order due to address problems, but it’s best to make this decision promptly to avoid late shipping and potential complications like "Item Not Received" cases.