changing address after shipping

[tropicalmaster]

I have request to send item to Ecuador.

I sent the item on 21st of September using EMS from local post office.

A week later, they informed me that the package is halted and will be reshipped using DHL because the post office don't have own shipping network to Ecuador.

I explain it to the customer. However, he doesn't want post office to send the item using DHL since it will charge him a really high taxes and wants to change shipping address to his US address instead.

I have put tracking information in ebay (to Ecuador).

What's the best way to solve this issue? changing the address or cancel the transaction?

Is it possible for the customer to change address via eBay?

I also paid ebay invoice already. If I refund the transaction, should I get my money back?

Thanks guys!

[disneyshopper]

You are located in Indonesia.

Can you RECALL the package from the postoffice/DHL?  Once you do that, then you can reship to buyer's address in USA.

You need to get the item back.  If you file a Cancellation, you will be out the money and your item.

Is it possible for the customer to change address via eBay?

Yes, but you still need to send to the SHIP TO address attached to the Paypal payment.  Once you get the item back, you can refund the buyer.  Then the buyer changes the SHIP TO address, and then you reship.

[tropicalmaster]

Thank you veru much for your response!

Can you RECALL the package from the postoffice/DHL? 

yes, fortunately, I can.

Once you get the item back, you can refund the buyer

Do I accomplish this by using refund feature on Paypal?

Then the buyer changes the SHIP TO address

Could you help me understand about how to do this? Should I relist the item and send the link to the buyer?

Or are there any specific features that buyer can use through Ebay dashboard? 

And one more question, I paid ebay invoice regarding this transaction already. Will I get refunded from Ebay as well?

Thank you very much.

[disneyshopper]

Yes, go to your Paypal account, locate the payment, scroll down to ISSUE A REFUND.

Does it cost more to ship to the USA than previous address?  The buyer then pays again using PAY NOW, and this time, clicks the CHANGE option when s/he sees the SHIP TO address.   I believe the shipping is recalculated (I assume you ship to USA in your listing) and your buyer can then pay again, and you then print out the shipping label and ship.

ebay has already charged you the 10% on item price, so ebay is not going to charge you again.  Why would ebay refund you for anything?

[missjen831]

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@tropicalmaster wrote:

Thank you veru much for your response!

Can you RECALL the package from the postoffice/DHL? 

yes, fortunately, I can.

Once you get the item back, you can refund the buyer

Do I accomplish this by using refund feature on Paypal?

Then the buyer changes the SHIP TO address

Could you help me understand about how to do this? Should I relist the item and send the link to the buyer?

Or are there any specific features that buyer can use through Ebay dashboard? 

And one more question, I paid ebay invoice regarding this transaction already. Will I get refunded from Ebay as well?

Thank you very much.

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I don’t believe you can simply issue a refund through PayPal and then have the buyer repay through eBay. You’ll have to cancel the transaction and relist it. 

[tropicalmaster]

I have refunded the buyer and I will ask the buyer to do this.
Hope everything is going to be resolved in no time.

Thank you!

[lja440]

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@tropicalmaster wrote:
I have refunded the buyer and I will ask the buyer to do this.
Hope everything is going to be resolved in no time.

Thank you!

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You should not have refunded the buyer until you had the item back. Also you are out the postage that you paid to shi it the first time. 

Your buyer really doesn't make much sense because now they owe you additional S/H and if sent to a reshiper in the US they will have to pay them and they will still have customs fees to pay either upon delivery or paid through the reshipper. 

[fern*wood]

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@tropicalmaster wrote:
I have refunded the buyer and I will ask the buyer to do this.
Hope everything is going to be resolved in no time.

Thank you!

---

Did you get the package back?

[creoleorchid]

I have a feeling he’ll be back in a few days.

[tropicalmaster]

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@disneyshopper wrote:

Does it cost more to ship to the USA than previous address?  The buyer then pays again using PAY NOW, and this time, clicks the CHANGE option when s/he sees the SHIP TO address.   I believe the shipping is recalculated (I assume you ship to USA in your listing) and your buyer can then pay again, and you then print out the shipping label and ship.

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From where should he repay the transaction? Is it possible to go through from previous transaction? 

Or should I relist the item?

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@disneyshopper wrote:

ebay has already charged you the 10% on item price, so ebay is not going to charge you again.  Why would ebay refund you for anything?

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Sorry I don't quite get it. If I have to relist the item, then ebay will charge me further right? cmiiw

Or they can simply re-pay the previous transaction with changed address?

Thank you very much.

[tropicalmaster]

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@fern*wood wrote:

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@tropicalmaster wrote:
I have refunded the buyer and I will ask the buyer to do this.
Hope everything is going to be resolved in no time.

Thank you!

---

Did you get the package back?

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yes, I have it now. I managed to recollect it from local post office.

[missjen831]

Cancel the transaction using the reason “problem with buyers address” & relist. Let the buyer know you are doing this & send him a link to the listing so he can repurchase with the correct address. 

[green-night]

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@missjen831 wrote:

Cancel the transaction using the reason “problem with buyers address” & relist. Let the buyer know you are doing this & send him a link to the listing so he can repurchase with the correct address. 

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JMO, but I would ask the buyer to file an INR.   I like to memorialize refunds like this. 

[missjen831]

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@green-night wrote:

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@missjen831 wrote:

Cancel the transaction using the reason “problem with buyers address” & relist. Let the buyer know you are doing this & send him a link to the listing so he can repurchase with the correct address. 

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JMO, but I would ask the buyer to file an INR.   I like to memorialize refunds like this. 

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I thought of that but would the buyer be able to? I don’t think the latest delivery estimate has passed? I could be wrong though

[tropicalmaster · Accepted solution]

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@missjen831 wrote:

Cancel the transaction using the reason “problem with buyers address” & relist. Let the buyer know you are doing this & send him a link to the listing so he can repurchase with the correct address. 

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So it's all now settled. This was exactly what I did.

I managed to reach the buyer and arrange the repurchase by relisting the item.

eBay also refunded my previous transaction.

additional note: I believe we can not change price for cancelled items. We need to relist the item.

Steps are:

- make sure the item is recollected / able to be recollected from the post office

- refund buyer from paypal

- cancel transaction from ebay (to get your transaction fee refunded)

- contact buyer to arrange buying time and relist item

Thanks guys for all responses. Appreciate it a lot!

Warm regards,