Buyer changed address but I have booked the courier

animalhouse

I have booked next day delivery for an item costing £75.00, using the address provided by ebay on the completed order.
My buyer has contacted me this morning to say that this address is not correct and can I use a completely different one to the one on ebay.
It's too late to change the delivery address with my courier and will cost another £10 to rebook.
I feel the buyer should pay this extra £10, but I listed the item as postage included.
What should I do?

soolin

animalhouse wrote: »

I have booked next day delivery for an item costing £75.00, using the address provided by ebay on the completed order.
My buyer has contacted me this morning to say that this address is not correct and can I use a completely different one to the one on ebay.
It's too late to change the delivery address with my courier and will cost another £10 to rebook.
I feel the buyer should pay this extra £10, but I listed the item as postage included.
What should I do?

The eBay address is immaterial, it is only the paypal address that matters- is that the old address or the new?

Have a read of the postage sticky thread about seller protection, regardless of cost you should only be sending to the paypal address that they say is 'OK to send to ' , but obviously there is no point in just sending it off blindly if no one is going to be there to take it in.

So have a read of the sticky thread as this might take some negotiation with the buyer about repaying with the correct address or cancelling the sale.

fishybusiness

If the 'new' address is not Paypal confirmed you should not send it there. You will lose any protection Paypal give you if a delivery dispute arises.

If it happened to me I would either say no, can't do that because of Paypal delivery rules and regs, and reaffirm you will send to the confirmed address, or say you will cancel the order and refund.

In the past I have refunded buyers so that they can add a new address to Paypal, repay using their new address as the delivery address and all is good. That won't help your rebooking fee. Could cancel the courier and use a different courier should you need to rebook.

animalhouse

Thanks, the paypal address is the one that I used, but the buyer says that that address was set up for a gift that he sent to friends. The new address is approx 18 miles away from the listed address.

I'm feeling really unhappy about this as I had it happen before, and the buyer left me a negative feedback when I cancelled the sale.

I'm going to try and cancel the courier and get my tenner back - I really can't afford to lose a tenner either.....

animalhouse

Thank you.
I've refunded the buyer and said that I'll hold the item while they change their paypal and ebay address.
Hopefully myparceldelivery will let me cancel the courier, but I'm not holding my breath.

animalhouse

Good news, myparceldelivery have cancelled the collection and refunded me.I'm sure that the buyer is honest and hope he understands my need to have paypal protection.
Thanks for everyone's advice, it's much appreciated.

soolin

animalhouse wrote: »

Thank you.
I've refunded the buyer and said that I'll hold the item while they change their paypal and ebay address.
Hopefully myparceldelivery will let me cancel the courier, but I'm not holding my breath.

Sorry to be a doom and gloom merchant, but refunding means you probably have a defect now unless the transaction is also cancelled. There is no way round this, I don't think the defect is removed even if buyer repays - it might be though as nothing seems completely clear on ebY nowadays.

I do think this is something that eBay needs to address .

19lottie82

soolin wrote: »

Sorry to be a doom and gloom merchant, but refunding means you probably have a defect now unless the transaction is also cancelled. There is no way round this, I don't think the defect is removed even if buyer repays - it might be though as nothing seems completely clear on ebY nowadays.

I do think this is something that eBay needs to address .

I thought there was an option for cancellation "there is an issue with the buyers address", that didn't lead to a defect?

soolin

19lottie82 wrote: »

I thought there was an option for cancellation "there is an issue with the buyers address", that didn't lead to a defect?

Yes there is if transaction is to be completely cancelled, I beleive OP wants to go through with the sale though.

Frankly though if eBay want to play silly games I can't see why OP can't now cancel using the 'buyer address' reason but still ask buyer to pay. After all , buyer doesn't need to repay now if they choose not to , seller can't do anything anyway. Cancelling the sale doesn't change that and sometimes we have to find ways to work round ebays punitive defect punishments.

Has anybody else got a view on this?

TKPeters

Providing you've cancelled it through eBay "first" using the buyers incorrect address option, you will not get a defect.

Send the buyer a Paypal invoice & tell them to select the correct delivery address

It always makes me wonder how they select the wrong address when its shown on the checkout

chancesare_2

fishybusiness wrote: »

If the 'new' address is not Paypal confirmed you should not send it there. You will lose any protection Paypal give you if a delivery dispute arises.

If it happened to me I would either say no, can't do that because of Paypal delivery rules and regs, and reaffirm you will send to the confirmed address, or say you will cancel the order and refund.

In the past I have refunded buyers so that they can add a new address to Paypal, repay using their new address as the delivery address and all is good. That won't help your rebooking fee. Could cancel the courier and use a different courier should you need to rebook.

Just to be clear, Paypal will tell you if there is protection or not on each transaction. Confirmed (or verified) addresses are irrelevant.