Undeliverable due to insufficient address

[diannescurations]

Good morning.

I sold a handbag and shipped it to the customer. I always follow tracking on my sold items and saw that the package was on its way back to me due to insufficient address. I googled the address.  It's an apartment building. I Googled the buyer's name and saw that she works in the office there. I messaged the buyer and she told me that she always has items delivered there and that the address should have included "office", which it didn't. I checked Ebay and PayPal. 

She still wants the item. It just arrived at a post office in my state so it's very close.  Should I refund the entire order plus shipping and just reinvoice her for the total amount again? She feels badly and was going to update her address on PayPal. She is a highly rated buyer.

This is a new one for me. 

Thank you!

[jbjbj_7 · Accepted solution]

If the buyer is cooperative just ship it to them again when you get it back. If they open an item not received case there is documentation that the package was shipped, it was undeliverable and you got it back so you sent it again. You can ask her to pay for shipping again but if it wasn't that much I would just pay it again to keep this nice customer happy. 

This type of situation is only a problem when the buyer is an idiot or using a freight forwarder in Doral, FL or New Castle, DE.  It sounds like the buyer is a normal human being you can work with. 

[diannescurations]

Thank you so much. We've had open communication. She's been very good. Shipping was about  $14. I'd rather not eat it but I think it will work in my favor as a seller and she will be a happy buyer. 

[redlmc]

If you ship to any address other than the provided address the buyer used on their payment method, you are not protected.  At least that is what I have understood.  

I had a similar situation; the package was returned to me due to an insufficient address provided by the buyer.  The buyer sent sketchy messages to me regarding wanting the item and would pay for expedited shipping with a revised address.    This was a 0 feedback user.  I refunded the buyer and re-listed the item. 

Sometimes buyers are sincere, other times not.

Hope this works out for you and your buyer.

[wgonzales]

I have had this happen in the past. Because it was sent USPS Priority Mail, when i received the item back my PO simply resent on the same postage because of the circumstances.  IDK if this is regular procedure for Priority Mail, but if you have a good relationship with your post office, it could be worth a try. 

[diannescurations]

Thank you for your feedback. She left off one piece of info on her address which shouldn't have mattered since she has worked at the address for years. Her postal carrier would have known her anyway. Very odd.

[diannescurations]

I was wondering if I could do this. Thank you and I will find out. I'd rather not have to pay to reship. I can easily add the necessary change to the existing shipping label.

Thank you.