Shipped something to the wrong address.

[joefromplains]

Good Morning. I hope someone can help me with this. Today, I received an email from a customer in Cali. He advised I sent to the incorrect address. He noted the correct address in his communication with me. From what I can tell, his address in Ebay is not the same as the address he claims is his. What, if any, are my responsibilities and what can he do to rectify this issue with the occupant of the incorrect address. Thanks in advance...

[kensgiftshop]

@joefromplains 

As long as it was shipped to the address they gave when they paid, you are covered.

If the buyer knows who is at the other address, they can contact them and see if they can get the package.

If the person at that address doesn't refuse the package and send it back, not much you can do.

[divwido]

Their loss.  Choosing your address when you pay is the buyers responsibility.  You ship to the address provided by eBay and eBay is supposed to back you up 100%.   

If it comes back, you can refund the item cost, but you paid to ship and do not have to give that money back.

If it does not come back, then the package did what it was supposed to do-be delivered as addressed.  The address is not your responsibility.

[1tuna]

there is nothing to rectify with the occupant

this is your buyers problem and your buyers loss of shipping money paid..maybe more

if it comes back make sure you subtract shipping

[itsjustasprain · Accepted solution]

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@joefromplains wrote:

What, if any, are my responsibilities and what can he do to rectify this issue with the occupant of the incorrect address. Thanks in advance...

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He can and should go on-line to Usps.com and set up a forwarding order for his mail. (He should have done this anyway when he moved.)

[mtgraves7984]

Shipped something to the wrong address.

@joefromplains 

If you shipped to the address on the order, you shipped it to the correct address. You don't own this error...

[wastingtime101]

As others have said @joefromplains, you're covered. Suggest the buyer update his shipping address on eBay here so he doesn't have this problem with future orders. If he is able to contact the current resident he can try to make arrangements to pick up the package.

If he files an item not received claim after the package is delivered, add the tracking number to the claim and ask eBay to close it in your favor when you're able to escalate.

If the package is returned to sender by the carrier because of the address problem, then you'll 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 your eBay fees which won't be credited on a partial refund. 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 tell the buyer 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 it 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.
• 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.

[lesegouts]

In the old days before managed payments orders were paid through Paypal and as long as you used the address provided by Paypal you were fine. No chargeback to worry about. But that was then...

[cassandrgross0]

This is a great idea if its shipped via USPS but not everyone does. Also it is flawed as well, USPS change of address only lasts 12 months and doesn't apply to packages or marketed mail services.

Sorry but if you as the shipper sent an item without a tracking number or proof of delivery (via a customer signature) then eBay will ultimately hit you with the refund and there is nothing you can really do at this point. in the future when pricing adjust your price to include the signature service for what ever delivery service provider you use, then at least it was received and you have proof that you sent something to the address that they gave, even if it was incorrect.

Also, always provide a tracking number even if its on an envelope sized item that way if this does happen and the customer is on the level you can advise them to go to USPS, FEDEX or UPS and set up an account and then have the package redirected to their local post office, or other shipping location where it can be picked up with proper photo id to verify its them receiving it.

While this seams like it may cost you and your customers more it will ultimately discourage the scammers and save you money in the long run by keeping your sales profits in your pocket. 

[pjcdn2005]

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@lesegouts wrote:

In the old days before managed payments orders were paid through Paypal and as long as you used the address provided by Paypal you were fine. No chargeback to worry about. But that was then...

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It works the same way now.  If the seller sent the item to the payment address, the seller is covered as long as the tracking shows that the item has been delivered. That is true whether it is an ebay claim or a chargeback.

[itsjustasprain]

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@cassandrgross0 wrote:

This is a great idea if its shipped via USPS but not everyone does. Also it is flawed as well, USPS change of address only lasts 12 months and doesn't apply to packages or marketed mail services. 

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The OP is using USPS for shipments. Yes - a forwarding order does not last forever but at least the buyer knows that he has to get his address corrected on his Ebay account.

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@cassandrgross0 wrote:

Sorry but if you as the shipper sent an item without a tracking number or proof of delivery (via a customer signature) then eBay will ultimately hit you with the refund and there is nothing you can really do at this point. in the future when pricing adjust your price to include the signature service for what ever delivery service provider you use, then at least it was received and you have proof that you sent something to the address that they gave, even if it was incorrect.

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The OP is using USPS methods that all include tracking/Delivery confirmation for free. Signature Confirmation is not required by Ebay for sales below $750. Below that level Delivery Confirmation is all you need for seller protection against Item not received disputes.