USPS shipped package to wrong address, but buyer isn't even a resident of the actual address

[willkurr]

This is a complicated one.

I auctioned off an item for $232.50 to a buyer that had a US address, and their eBay profile mentioned that they were based in the US. I then shipped the item through USPS. About a week later, the item is shown as delivered on USPS, however, the ZIP code shown is wrong. The intended ZIP code was 33106, but USPS shows that it was delivered to 33172. In addition to this, the shipping status read "Delivered to agent." As a result of this, the buyer notified me that they did not have their package. However, in addition to this, they mentioned that they did not live in the US, and that the address they provided was for a company that ships packages internationally to people who can't get US packages in their country.

This was when things started to seem fishy (and complicated). I proceeded to reply to their message, saying that it's really hard for me to retrieve a package from USPS that is delivered to the wrong address since I live in a completely different state and place, and that their best option is to go to their local post office with the tracking number to GPS the package. There was a glitch in this: they didn't live in the US, and couldn't go to/contact USPS about a package if they didn't live at this address... They expressed their anger about this and threatened a case if I didn't locate their package. I replied to them saying that if they couldn't go to USPS to find their package, then they needed to forward my messages to the company that was supposed to get the package so that they could actually contact USPS about the matter.

At this point, the seller filed a request (which I assume equals a case) stating that they had not received the package. They said something vague in their message along the lines of "the company can't retrieve a package delivered to the wrong zip code" and "I contacted USPS on twitter dm's and they have not responded," which indicates to me that they did not follow my instructions to contact the company about the matter. I responded restating that (a) I practically can't get their package from USPS for them since I don't live there, and (b) they need to give instructions to their company in order to best insure that their package can be found. That's everything that's happened up to now.

What steps should I take to insure that I can keep my money? I don't think I'm in the wrong if it's USPS' fault and not mine, and in addition the buyer complicated matters by giving me the impression that they lived at the address they provided.

It should be noted that the package was delivered to the correct city, and the first 3 numbers of the zip code matched the zip code the package was actually supposed to be delivered to. Sorry about the length of this post, I'm just very concerned that I'm going to lose money on something I don't deserve to.

[beez5720]

Was the ORIGINAL shipping label made out to the CORRECT address?

If USPS delivered in error, you need to file a claim with them. I hope you insured the package for the amount of the sale, at least.

[a_c_green · Accepted solution]

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@willkurr wrote:

About a week later, the item is shown as delivered on USPS, however, the ZIP code shown is wrong. The intended ZIP code was 33106, but USPS shows that it was delivered to 33172. In addition to this, the shipping status read "Delivered to agent." As a result of this, the buyer notified me that they did not have their package. However, in addition to this, they mentioned that they did not live in the US, and that the address they provided was for a company that ships packages internationally to people who can't get US packages in their country.

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Okay, this is an issue (kind of) that's come up before. Your buyer is using a reshipper based in Doral, FL. It's considered part of Miami, but the reshipper has their own ZIP code for deliveries, and so while your package was delivered to the street address you were given, its Delivery scan is logged as being in 33172 rather than 33106.

What this means is that your package is not lost, nor is it misdirected, but it's only reached the reshipper (so far), and it will take a while longer to reach your buyer in another country. Assure your buyer that their package is still on the way.

If they have filed an actual Item Not Received dispute, you would normally just upload the tracking info that shows Delivered to the buyer's City and ZIP. In this case, unfortunately, that ZIP code weirdness means that the usual automated verification process may fail, and result in an automatic refund to the buyer. I'm not sure what to suggest at this point, but if an actual case has been filed, you might want to phone eBay and ask for an extension while the package reaches its final (international) destination.

[dtexley3]

brian@ebay 

Hi Brian,

Another situation where the buyer used the shipping forwarders business address as the delivery address.  The PO then delivers to the forwarding agents WAREHOUSE address because they "know" the difference.  Most of these forwarding companies are so large their warehouse facility gets it's own zipcode to expedite delivery.

Dishonest buyers know they can try the INR scam and frequently win.  I've stated before that eBay should track the dozen or so largest forwarders to help sellers avoid being ripped off this way.

What recourse does the seller have?  The item was "forwarded" by USPS but that information doesn't appear in the tracking history and while the item WAS delivered to the forwarding agent, the zipcode is incorrect.

[brian@ebay]

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@dtexley3 wrote:

brian@ebay 

Hi Brian,

Another situation where the buyer used the shipping forwarders business address as the delivery address.  The PO then delivers to the forwarding agents WAREHOUSE address because they "know" the difference.  Most of these forwarding companies are so large their warehouse facility gets it's own zipcode to expedite delivery.

Dishonest buyers know they can try the INR scam and frequently win.  I've stated before that eBay should track the dozen or so largest forwarders to help sellers avoid being ripped off this way.

What recourse does the seller have?  The item was "forwarded" by USPS but that information doesn't appear in the tracking history and while the item WAS delivered to the forwarding agent, the zipcode is incorrect.

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Hi @dtexley3, generally speaking, if we have proof that a buyer used a freight forwarder, such as in eBay messaging or confirming the address is for a known freight forwarding company, then the buyers Money Back Guarantee coverage is void. With that said, we would still look to ensure the seller shipped the item to the address provided by the buyer. As long as it's delivered to the correct location then the seller would be covered. It sounds like this case should close in the sellers favor based on the information provided by @willkurr. I'll have your case reviewed and you'll receive an update shortly with more information. Thanks. 

[dtexley3]

Thanks Brian!

I do remember now that this was the guidance before, but senior moments strike again and I had forgotten.

I believe that the majority of the time the buyer doesn't understand which address to use when purchasing, but there are the few that do it deliberately and file an INR fishing for free items.

[willkurr]

Hey! Thanks for reviewing my case, I’m glad I didn’t screw up anything. 

I do have one inch of concern though. USPS and eBay are showing two different tracking statuses, but what both seem to indicate is that USPS has the package again and that the package was “mis-sent.” This happened today. Does this mean that USPS might have actually shipped to a wrong address?