What can I do about an international order with the wrong address?

[arsere-0]

Hi, I am a seller in this specific case. Recently within the past 2(?) months I made a sale outside of the US, shipping is taking a bit to the buyer and they *just* informed me they accidentally put in the wrong address and still haven't received the order. According to tracking it's in their country and in a major city's processing center.

I have no idea what to do, I have no idea if I can somehow contact the facility and see if they can find the package and correct the address so it gets delivered to the buyer. This isn't a situation I have been in before and I already feel bad the buyer has waited long as is. Please help.

[12345jamesstamps]

Buyer is responsible in putting in correct address.

Item is mailed...item might get returned to you. I would not refund unless item is returned.

If buyer opens a claim as item not received you need to input the tracking.

You are assuming buyer is honest about "accidentally put in the wrong address"...and "still haven't received the order".

Check your tracking and when "expected date of delivery" is expected on the date item was purchased.

And just email the buyer of details. 

This is not your fault and you shouldn't "feel bad".

[simba6]

Not much.   Save all their messages  and  shipping info they provided.  You will need it if they file a case.  Advise your buyer to contact the shipper in their country and see if it can be redirected.  Do not assist in that however. Your required to ship to where the buyer said in the order.

[arsere-0]

I checked the tracking, the item only just reached the destination country and cleared customs. So it hasn't actually been delivered just yet, I'm currently in communication with them to see if they are far from the address they accidentally entered in, I just want to see all my possible options to try and correct the situation on my end.

[arsere-0]

Good to know! Hopefully they will do that, I am currently in contact in messages

[1786davycrockett]

@arsere-0 

If you shipped the item using eBay International Shipping (EIS), your responsibilities to the buyer ended when your shipment was confirmed to be delivered at the EIS shipping hub.

At this point, the buyer needs to communicate only with EIS, since you are no longer "in the loop."

The shipment may be returned to EIS;  but you will not be penalized by EIS for the buyer's mistake, and EIS will assume responsibility for the returned item.

[steady2304]

@arsere-0 

It looks like you use eBay International shipping. If that is what you used for this item your responsibility ended when the package was delivered to the EIS consolidation hub in Glendale, IL.

Your buyer would need to contact eBay as eBay handles the international leg of the shipping. Your buyer is responsible for having the correct address when making payment. All you can do now is let the buyer know that they need to contact eBay and see if eBay can do anything for them.

Your buyer may try to open a case, but eBay should take care of it and you should get to keep the funds from the sale.

[12345jamesstamps]

Cool, but if package is refused by the address that  is stated...it will be returned to you.

No options really. It's a buyer's problem and mistake.

We assume buyer is telling the truth with incorrect address...but what if it isn't?

Check buyer's feedbacks...how new buyer is...even google buyer's address to see where it is actually going and where it is suppose to be going.

[steady2304]

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@arsere-0 wrote:

Hi, I am a seller in this specific case. Recently within the past 2(?) months I made a sale outside of the US, shipping is taking a bit to the buyer and they *just* informed me they accidentally put in the wrong address and still haven't received the order. According to tracking it's in their country and in a major city's processing center.

I have no idea what to do, I have no idea if I can somehow contact the facility and see if they can find the package and correct the address so it gets delivered to the buyer. This isn't a situation I have been in before and I already feel bad the buyer has waited long as is. Please help.

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@arsere-0 

It really depends on if you shipped this directly to the buyer yourself or if you used eBay international shipping (EIS)'

Looking at some of your sold items you show both methods on a couple of them.

If you shipped with EIS, then your buyer will need to contact eBay for a resolution as your responsibility ended when the item arrived at the eBay consolidation hub

If you shipped directly to the buyer via USPS, then you will have to deal with any claim the buyer starts on their end and probably get eBay involved at some point since the buyer used the wrong address..

[1786davycrockett]

@12345jamesstamps 

"but if package is refused by the address that  is stated...it will be returned to you."

Umm -- not necessarily.

If the OP shipped using EIS, the shipping label (either DHS, or Asendia, or FedEx, or whatever) provides a return address of eBay in Glendale Heights, IL -- and NOT the OP's address.

And it's anyone's guess what will happen when the package is delivered to the old address:  will the current resident actually return the package, or decide to keep it.

If the package IS returned, it will be returned to EIS -- and NOT the OP.

Whether EIS returns the package to the OP is debatable:  This may be another one of those interesting EIS "quirks" where EIS confiscates the return, which then somehow is purchased by a different buyer.

Since the OP has already been paid, it is unlikely that EIS would attempt a "clawback" from the OP, in order to return the package to the OP.