Tracking Shows buyer sent return to wrong address, what happens next? Ebay support dont seem to care

[bryce8787]

I have a current situation where the buyer has requested a refund due to item damage which was not caused from postage/shipping (sun damage).

I checked my photos and the photos the buyer uploaded of the damage. I reported to Ebay i suspect the buyer of abusing the return policy as there appears to be no damage in the photos. I have also had the item in storage since about 1 month after I bought it new from the store about 4-5 years ago, so I am suspicious to say the least.

Ebay sided with the Buyer advising the photos were not clear if there was damage or not, which I disagree with but I accepted this thinking atleast the item will be returned and I can explore other avenues after, or so I thought.....

The tracking information shows the item has been delivered to another town/suburb. I have checked with Ebay to confirm I provided a correct postal address. This town/suburb has 3 postal collection offices so no reason for it  to be sent to another town 40 mins away.

I contacted Ebay through online chat but they seem to be ignoring the issue advising it is my responsibility to ensure I follow up and receive the item. This is so hypocritical because as a seller if I posted an item to an incorrect address I would be at fault and responsible to follow this up.

I have contacted Ebay through online chat but they dont seem to understand. I have tried to find similar cases on this board but all the ones i noticed had no resolution. 

Does anyone know what is likley to happen in this situations and what steps can I realistically take?

Thanks in advance for any help! 

[vintagecraze50]

If you know where the package was delivered call the destination P.O and have them try to research if they can where this package was delivered and also to ask who it was delivered to. You have a record I assume that the buyer started a return request with a tracking number on Ebay right? Where ebay can see that tracking number.

[alseyf-73]

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@bryce8787 wrote:

Ebay sided with the Buyer advising the photos were not clear if there was damage or not, which I disagree with

The tracking information shows the item has been delivered to another town/suburb.

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By "eBay sided with the buyer" @bryce8787 do you mean eBay was asked to step in and forced a refund as soon as tracking showed the return was delivered to the wrong address?

Or did you accept the return, issue a return label, and now have 2 business days to examine the return you have not received?

[kensgiftshop]

Did they use the return label supplied by Ebay, or did they purchase their own.

[berserkerplanet]

Edit: You are in Australia and didn't disclose that. What I posted here applies to returns within the US, and I have no idea if you are talking about an international return or a return within Australia, or if the ebay  policies there are different. For US sellers, the responsibilitys I mention below are the same for domestic or international returns.

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Since this sounds like it was a SNAD case, I assume eBay provided the buyer a return label that you were charged for.

The official eBay stance is that the label purchaser is responsible for the return. If you paid for the return label and it is lost, damaged, destroyed, misdelivered, eaten by a dinosaur, whatever, it is your problem. Once the return tracking shows thebuyer turned it over to USPS, it is all on you.

If the buyer buys a return label, such as in a remorse return case, or ignores the SNAD case protocol and purchases their own return label, they are responsible for it getting back to the seller until tracking shows delivered (or attempted delivery).

I'm afraid you may have a problem here. As others advised, it would behoove you to try to track the package down yourself. If you are able to find out where it is and obtain it great. Otherwise, if you can get detailed info from the Postmaster or PO where it ended up you can determine if the buyer pulled a fast one and modified the address on the label*. If so, and if you can get documentation of that from the PO, you may be able to use that in an eBay appeal if (when?) they side with the buyer and refund.

*I believe there was an instance of that here a while back.

[bryce8787]

Hi All,

Thanks for the replies.

Just to clarify, yes I am in Australia. eBay has decided to refund when the item shows as delivered. 

Just a quick update, I followed up with eBay and spoke to a manager who advised the buyer has provided incorrect tracking number.