Shipped, sent back, and cannot contact customer.

[bearman.417]

I had a customer purchase an item for $147. I mailed it to her. A week later it came back to my house. It said there is no known address. The next week, she purchased another item with same address. I have tried to contact her twice about the problem with no response. What should I do? Should I wait for her to respond? Or is there something else I can do? After all, she paid for both items.

[lakefor94]

Have you tried calling the phone number listed in the order details? I usually leave a voice mail if they don't answer and also send a text.

[ms.rodriguez*]

I would refund the first one except the postage cost that you spent.  Email her  or call her and let her know that she would have to rebuy that item and re-pay the shipping again .  At the same time, confirm the address exactly like Ebay has it.  If she says that it's correct, ask her if the # on the front of the house is missing. Sometimes, a new carrier will not leave a package if they do not see a house #.   If the address is slightly wrong, cancel the sale with the problem with buyer's address .    The buyer will have to re-buy this one and make sure that the address is correct before they pay.

[12345jamesstamps]

Wait for her to respond. You don't know what is happening. I have had a few items returned to me. People move. I had someone I guess departed....Israel buyer...got returned to me...PO Box even....opened and re-taped...expensive item....maybe relative opened it and didn't collect stamps.

I would not call the buyer....I would wait. I would not email either. Just mail second package out like on the eBay buyer's address only....no new address in an email from the buyer.

I would refund if a claim has been open. Might you got stuck refunding it again? Never take the chance.

I have been around the block a few times by selling a little...

[wastingtime101]

Hey @bearman.417 . This is what I would do.

1. Cancel the new order citing 'problem with buyer's address'.

2. Send the buyer an eBay message letting them know you canceled the new order because the first one was returned.

3. Use the 'send refund' option on the first order and refund the buyer for the item cost less shipping and the prorated eBay fees on ship cost that you won't get back. Are you required to refund on a bad address? No, this is one of the instances where eBay policy will cover sellers - if  they have tracking confirming attempted delivery. But I think refunding less fees/shipping is the 'right' thing to do.

4. This step depends on how much you want to put into this. Either block the buyer and move on. Or call the buyer's local PO to ask why the package was returned. Was it USPS error? Was it a missing unit number? Generally speaking, I'm against looking up buyers online, but in a situation like this I'd throw the buyer's name and city/state into google to see what comes up. You can generally see what you need on the search results page without clicking any links. The idea is to identify an obvious issue like the buyer entered 72 Main St when they live at 27 Main St.