INR - Incorrect address

jwil

Hi all,

I sold an item to a buyer in Portugal (low feedback). The address they provided did not look quite right - it looked incomplete to me. I asked the buyer to confirm, and they sent the same address.

I posted it (tracked) and the buyer has now opened up a case for not received. According to the tracking it has been returned to sender for incomplete address.

The buyer is still adamant that it's the right address.

Further to this, the tracking is now showing that it's gone to Germany from Portugal and has had two delivery attempts there! I've no idea why that would be the case as my return address was printed on the parcel. Nothing has been updated since so I have no item and guess I can't claim from RM as the tracking shows it is in Germany and that the address was wrong.

Any idea what I can do? Can I appeal the case given that I asked the buyer to check their address as it looked wrong? The messages were done through ebay.

Just looked at the order details on ebay - this says it was delivered on 7th October - that is the day the RM tracking says it was returned to sender.

It's not a high value, but I already spent extra on postage sending it tracked because of the address concerns.

Spoonie_Turtle

I don't know the eBay part of your question, but I had a tracked parcel sent to Germany, couldn't be delivered (the address was correct) and the tracking showed returned to sender after the first failed delivery attempt. Two weeks later it had a further two delivery attempts, so clearly it hadn't actually been returned! After that it got lost so I claimed after the required time had elapsed - with tracking to Europe it's something like 21 working days. I'd heard horror stories about RM being a pain to get refunds but about 5 days after submitting the online form I got a cheque through for the entire cost, no problem whatsoever.

theonlywayisup

For protection purposes it doesn't matter what the buyer gives as an address in any messages, you need to use the one the checkout/transaction.

Unless you can show delivery, which you can't, then you will lose the INR.

Make sure you deal with the INR case correctly to avoid losing anything further. Refund it as soon as you can and do not allow it to be escalated.

Claim from Royal Mail for the lost parcel.

Report the buyer for incorrect/invalid address.

That's about all you can do.

jwil

Spoonie_Turtle wrote: »

I don't know the eBay part of your question, but I had a tracked parcel sent to Germany, couldn't be delivered (the address was correct) and the tracking showed returned to sender after the first failed delivery attempt. Two weeks later it had a further two delivery attempts, so clearly it hadn't actually been returned! After that it got lost so I claimed after the required time had elapsed - with tracking to Europe it's something like 21 working days. I'd heard horror stories about RM being a pain to get refunds but about 5 days after submitting the online form I got a cheque through for the entire cost, no problem whatsoever.

Thank you, that gives me hope I might get something back!

theonlywayisup wrote: »

For protection purposes it doesn't matter what the buyer gives as an address in any messages, you need to use the one the checkout/transaction.

Unless you can show delivery, which you can't, then you will lose the INR.

Make sure you deal with the INR case correctly to avoid losing anything further. Refund it as soon as you can and do not allow it to be escalated.

Claim from Royal Mail for the lost parcel.

Report the buyer for incorrect/invalid address.

That's about all you can do.

Thank you. I did send to the address in paypal, it just looked to me like a house name/number was missing hence querying it before posting. I'm not going to send to an address I know is wrong. I would have cancelled the transaction or asked them to correct it first.

I will do as you suggest.

It's just so frustrating that it appears there's no way of ebay stepping in when it's clear that the error is on the buyers part and I've made efforts to prevent the problem happening in the first place!

custardy

jwil wrote: »

Hi all,

I sold an item to a buyer in Portugal (low feedback). The address they provided did not look quite right - it looked incomplete to me. I asked the buyer to confirm, and they sent the same address.

I posted it (tracked) and the buyer has now opened up a case for not received. According to the tracking it has been returned to sender for incomplete address.

The buyer is still adamant that it's the right address.

Further to this, the tracking is now showing that it's gone to Germany from Portugal and has had two delivery attempts there! I've no idea why that would be the case as my return address was printed on the parcel. Nothing has been updated since so I have no item and guess I can't claim from RM as the tracking shows it is in Germany and that the address was wrong.

Any idea what I can do? Can I appeal the case given that I asked the buyer to check their address as it looked wrong? The messages were done through ebay.

Just looked at the order details on ebay - this says it was delivered on 7th October - that is the day the RM tracking says it was returned to sender.

It's not a high value, but I already spent extra on postage sending it tracked because of the address concerns.

Ive seen this before.
I wonder if its some GLS process (part of RM) that generates false tracking points on RMs tracking.
IIRC it was a Polish incomplete address item that like yours flagged up in Germany with delivery scans against it.

theonlywayisup

jwil wrote: »

It's just so frustrating that it appears there's no way of ebay stepping in when it's clear that the error is on the buyers part and I've made efforts to prevent the problem happening in the first place!

I agree, it is incredibly frustrating.

The rules is the rules. Address in the transaction. Regardless.

I have had High Street Anytown (no number) or High Street (with no town but a county and an incorrect post code).

Sadly, the only way to deal is to check the address, make a judgement and refund if it's "incorrect by any sort of human understanding".

There was a glitch years ago (probably still going) where addresses had the number/name omitted. I can't tell you how many 20p (as it was then) transaction fees I lost in refunds.....

In answer to your question - ebay/paypal rules say the address on the transaction. So no help for the seller. But, nothing stops you trying to point out the error and ask them to fill the money void.

jwil

custardy wrote: »

Ive seen this before.
I wonder if its some GLS process (part of RM) that generates false tracking points on RMs tracking.
IIRC it was a Polish incomplete address item that like yours flagged up in Germany with delivery scans against it.

Thank you for this :T I googled GLS and put the tracking number into that website and that's got a lot more info on there. It's been to Portugal, Spain, Germany and supposedly back to London on 28th. Hopefully that means it's on the way back to me.

theonlywayisup wrote: »

I agree, it is incredibly frustrating.

The rules is the rules. Address in the transaction. Regardless.

I have had High Street Anytown (no number) or High Street (with no town but a county and an incorrect post code).

Sadly, the only way to deal is to check the address, make a judgement and refund if it's "incorrect by any sort of human understanding".

There was a glitch years ago (probably still going) where addresses had the number/name omitted. I can't tell you how many 20p (as it was then) transaction fees I lost in refunds.....

In answer to your question - ebay/paypal rules say the address on the transaction. So no help for the seller. But, nothing stops you trying to point out the error and ask them to fill the money void.

Thank you. I've refunded the buyer. If I can face it, I'll get on live chat later and see if I can get any joy. I'm hopeful it's on the way back now, so fingers crossed we won't be completely out of pocket.