eBay

lupitalamos · ‎04-08-2013

I sent an item to buyer, but it was returned by Canada PO with the reason of "Incomplete address".

Buyer asked for full refund before I receive the returned package.

What should do to resolve this problem?

Any help or suggestion will be much appreciated!

Thanks in advance!

oskye · ‎04-08-2013

I don't know why the buyer would expect a refund.

Was the incomplete address your fault? Then simply resend the package to the corrected address at your expense. And apologise for the confusion. Be prepared for therm to get all whiny and threaten neg feedback due to the delay. (Hopefully they will be much more reasonable than that.)

Was the incomplete address the buyer's fault? Then request the buyer pay to cover the reship, and resend the package.

lupitalamos · ‎04-09-2013

Hi,

Thanks for your reply!

Well, we have no idea whose fault to cause this problem. I am sure I sent the package to the correct address which is same as PayPal registered address. Buyer also insist that the address is correct.

So, we are hard to define who have to pay for the postage.

I suggested that we pay half each for the resend postage and I agreed I will resend it once I receive it. But he refuse that and ask me to refund full amount if we I want him to pay the resend postage.

In this case, what if I do not receive the package and if buyer file a INR case, do I have to refund full amount?

If I can provide the tracking number to proof that the item was returned by the Canada PO, do I have to refund?

thank you and regards

oskye · ‎04-09-2013

Hi lupitalamos

Well - a little tricky.

According the eBay policy:

The buyer is responsible for the additional shipping fees - including what you had to pay for the return postage.

"If you shipped the item to the address on the eBay Order details page or the PayPal Transaction details page, and it was returned, please contact the buyer to work out a solution. If the buyer still wants the item, he or she will need to ...send the buyer a PayPal invoice for this cost. When you ship an item, be sure to use tracking and em...

See:

http://pages.ebay.com/help/pay/shipping-problems.html

So, in your case - I'd wait for the package to arrive. Check the address. If it IS exactly what was on the eBay order detail or in PayPal (make sure the buyer hasn't gone in and changed or updated it since this problem occurred!) - then it is completely the buyers responsibility. They owe you for the returned postage. And they must pay the resend amount. You do NOT owe them any sort of a refund.

Now, if it appears you did make some sort of error in printing out the address (or whatever), then simply resend tghe package at your expense. Again - no refund necessary or appropriate. Unless the buyer doesn't want the item anymore and you don't want any further issues. Then you could refund the money (and even cancel the transaction to wipe it away).

If the returned package never arrives, so you cannot check the address, nor resend - then it may fall into the seller protection area.

https://www.paypal.com/ca/webapps/mpp/security/seller-protection#paypal_protects_you

https://www.paypal.com/ca/webapps/mpp/security/seller-protection-learn-more

The tracking number, along with the notification you got from the Post Office that the item had an incomplete address and is being returned, is your proof that you did send the item. You also have your email trail with the buyer regarding the issue and your attempts to resolve it. All these are reviewed if and when a case it opened.

|If the item comers back, and you discover you had the right address, but the buyer had entered it incorrectly, and yet the buyer refuses to pay the extra costs (and even threatens you with a DNR case and/or neg feedback), you have grounds to open a case of your own.

I hope some of this helps and you are able to resolve this amiably. Suggest it might be useful to send the buyer the above info and ebay policy link regarding the buyer's responsibility in terms of return postage and additional shipping costs. This may soften his somewhat belligerent stance.

Good luck!

lupitalamos · ‎04-11-2013

Hi,

Thanks a million for your reply and solution provided!

This is really useful for me! I will wait for the package arrived and only do the rest of action to prevent he change the address or any other issues.

I will wait and see who should responsible for this case.

Thanks a million again!!