Buyer made mistake entering shipping info
Summary: delbooh sold an item on eBay, shipped it via Canada Post, but had it returned due to "no such address." delbooh is unsure how to proceed with reshipping without changing the address in eBay or incurring extra costs. ricarmic and reallynicestamps suggest creating a new listing specifically for the buyer to cover reshipping costs, while dinomitesales recommends refunding the buyer less the original shipping and having them repurchase the item. treasurechest0114 warns that Canada Post might charge for return shipping, and another participant indicates that buyer protection may be void if a delivery attempt was made to the original address, suggesting verifying this with eBay.
Now, the Item just got returned saying “no such address”/return to sender. I am contacting the buyer to confirm their shipping info. But my question is, how do I ship the item to the corrected address? I won’t be able to change her shipping info within eBay (usually they need to cancel the order to do that), and there is no way to charge the buyer for an additional label, as far as I know. Also, if I ship outside of eBay, the price triples (the lite option is only available within eBay).
How can I resolve this problem?
Thanks in advance.
6 comments
ilikehockeyjerseys
·1 year agoIf there was a delivery attempt already made on the tracking, and it was refused or returned to sender, the buyer protection should be void. This assumes you sent it to the exact address provided by the buyer on the invoice.
That means that you should be able to send it a second time to a different address, because the buyer no longer has the right to open an INR or INAD case. You SHOULD verify this with eBay before doing it.
Assuming the above is still correct, how you should resolve it is up to you. Most people would probably ask the buyer to cover the extra label if it was their mistake. You can either create a generic eBay listing for the cost of the label, or you can exchange Paypal/eTransfer info. eBay does technically allow you to exchange payment info with actual customers to resolve things that cannot be done through eBay's system, but some people do caution against doing that out of fear that eBay's "AI" might flag it as you trying to take the transaction offsite (I've never heard of this happening in this kind of scenario).
treasurechest0114
·1 year agoAccording to eBay policy it is up to the buyer to provide the correct address so you have no obligation to ship out again.
Having said that most good sellers want to make things right and will either reimburse the purchase price less fees or as others have said find a solution - PayPal or another listing.
Here is where you have to be careful. I had the exact same thing happen to me and I was surprised to see Canada post charged me an additional shipping fee for the return of the item. This put me in the hole on any refund or any reship scenario and there is no way the buyer would compensate me plus pay an additional shipping label.
The label fee for the return shipping hit me within a weeks time. It made me realize why eBay has this policy about no obligation to ship it again!
Maybe someone else can comment as I've only ever had a return once due to an incorrect address....although I may experience it again as my buyer has not picked up their parcel and Canada post will return it soon.
dinomitesales
·1 year agoCanada Post will often charge you for return shipping on domestic orders that were refused or unclaimed, yes. Usually they'll just hold it at the post office and ask you to pay to pick it up, but if you're saying they billed your eBay account for the return shipping charges then that's officially the first anecdote I've ever heard of that happening (but it's not surprising). If you notice the return shipping charge right away you can factor it in to the buyer's refund, but if it was charged to you a week later I can understand how that would complicate matters.
International shipments (especially those from the US that were shipped via Small/Tracked Packet service) will not incur any return shipping charges. At least, I've never seen nor heard of it happening. I've recevied one anecdote from a seller that a Tracked Packet from Europe was charged return shipping (asked to pay at the post office to retrieve it) but that seems like an outlier or anomaly.
dinomitesales
·1 year agoIf the buyer agrees to re-shipping it at their expense I would just give them a refund on the current order (less original shipping costs) and then re-list the item and have them repurchase it as a completely separate transaction. Then you can ship it again with Expedited Lite.
If Expedited Lite wasn't a contributing factor in the equation I would just ask the buyer for their email address and send them a PayPal invoice for additional shipping costs (you can exchange personal information with a buyer once a sale has already taken place, as eBay has already received their cut of the transaction).
reallynicestamps
·1 year agohttps://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?...
While eBay does not require any refund on Undeliverable shipments, most sellers will refund the purchase price. Shipping and taxes are not usually refunded.
When the Seller will be reshipping it is the Buyer who pays for the shipping cost.
I have set up special listings from time to time, but use ONLY the buyer's ID, since "special lot" and "private auction" can attract smartalecs who will scoop those deals up from under the intended customer's feet.
In this case the price of the listing would be your shipping and handling cost, which you lost when the buyer gave you the wrong address.
ricarmic
·1 year agoYou could list an item as "special lot for XXXXXX" with generic/empty pictures so nobody else buys it (I picture the back of a stamp). The value of the "item" is simply the shipping cost to resend it.
When they buy it using the corrected address, everything is normal process wise.