Returned package, where do I stand?

Just received a package that I mailed a couple of weeks ago saying it had insuffiecient address. I have checked and it is the exact address given on the sale. I don't feel that I should have to pay the shipping again, it was a tracked package. I am not sure where I stand in a situation like this.

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Returned package, where do I stand?

I think, but I might be wrong that if you shipped tracked to the ebay address and it comes back that "by the rules" the buyer is toast, but I may be corrected on that.

 

In my own world, about 50% of my sales are to repeat customers. So I like to think of this as an opportunity to provide customer service instead of simply a cost.

 

I pay for the cost of resending out of the cookie jar insurance and I don't charge the customer.

 

I have acquired some very good repeat customers who well remember the freebie I gave them when they had the wrong (usually old) address in eBay.

 

We all have our own styles of course but that's how I do things, what works for me might not work for others.

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Returned package, where do I stand?

marnotom!
Community Member
Keep in mind that occasionally the post office mucks things up on addresses. Have you tried seeing how Canada Post’s Address Completer deals with the address you were given?

https://www.canadapost-postescanada.ca/ac/
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Returned package, where do I stand?


@triber wrote:

Just received a package that I mailed a couple of weeks ago saying it had insuffiecient address. I have checked and it is the exact address given on the sale. I don't feel that I should have to pay the shipping again, it was a tracked package. I am not sure where I stand in a situation like this.


@triber 

 

Have you been in touch with customer to see if something was afowl at their end?

 

-Lotz

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Returned package, where do I stand?

Take a photo of the package with the Canada Post returned to sender reason and the address both visible.

 

Contact the buyer and politely explain what happened. Ask them to confirm whether their address is correct. Attach the photo to the eBay message just so the buyer and any eBay CSR who might need to see the message can see it is legitimate. 

 

From there, verify with eBay customer service whether the buyer is still protected. This is important to know, because if you choose to re-send it to a different address and their buyer protection is still valid, that means you lose your seller protection by sending it to a different address than the one on the invoice. While unlikely, this could make it so the buyer can open an Item Not Received case and keep both the item and a refund, even if tracking marks it as delivered. 

 

If the buyer isn't protected, the ball is in your court to do what you think is right or fair. Either refund fully, refund minus the original shipping, re-send at your cost, or re-send at their cost. 

 

If the buyer is still protected, you may have to consider refunding the item and asking that they purchase it again with the correct address. I don't know if you would be able to hold back the shipping cost or not. Although, holding back the shipping cost with a refund may upset the buyer and make them unwilling to purchase the item again.

 

If this was the fault of Canada Post, and the address was not wrong, I would cover the cost of resending it. I would look at it the same way as if I send someone something and Canada Post destroyed it in transit. Was I the one who crushed the box? No, but Canada Post was working on my behalf so I am responsible for resolving it. There might be an avenue with Canada Post's customer service for you to get the original label refunded, but I am not sure. 

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Returned package, where do I stand?

If the address is verified as correct, you can also try going to a postal outlet.  It will really depend on the Manager but if they are an experienced hand they may ship it without another charge.

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Returned package, where do I stand?

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

 

You don't owe a buyer who supplies an "Undeliverable" address a single penny.

Even if we still had pennies.

 

The buyer can correct his address and pay for reshipment.

You can refund his payment but not the shipping.

You cancel the transaction as Undeliverable.

You cancel the transaction as Undeliverable, refund the buyer all or part of the payment and allow him to repurchase.

You can add the buyer to your Blocked Bidder List.

 

Your choice.

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Returned package, where do I stand?

Still waiting to hear. My computer crashed a few weeks ago and all my info. was supposed to be reinstated, but I am missing quite a bit, so this has made things more difficult. No contact from the buyer at all, so I am just waiting.

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