Item not received after buyer inputted wrong address. what should i do?

Hi, this is a new one to me.
I recently sold something to a buyer (low price item £6 with £3 post)
I sent it through eBay (to the address they gave me) shipping 2nd class small parcel.  After about 10 days i get a message from the buyer saying.

"Sorry, but when i went to complete the purchase of this item, my address Auto-corrected to the wrong address.
The item is being returned to you, can you please send it to me when you receive it."

OK i thought, a bit strange but took it on face value.
So i replied, yes, that is fine however, i would need you to change your address on your eBay account and pay for the re-delivery.

He agreed that was fine and we left it at that.

Anyway another ten days has passed and i have received nothing from RM so cannot forward the item.

Now i have received an item not received claim from the Buyer where he states he wanted the item but "Contacted seller already. Have had no response since. Now just want refund. "

I responded to this message saying "I have still not received this item back. If you would like a refund once i have received the item all i can offer you is the item price, as i paid £2.99 to send to the wrong address by no fault of my own. "

Now since i sent that message about 4 days ago i have had no response but the claim end date is tomorrow.

should i wait it out or will he just end it and get a full refund? or should i give a partial refund minus the £2.99 i had to pay for postage.

Anyone had an instance like this before?
Where the !!!! has the Shrug gone! :confused: just doesn't cut it... :huh::think::huh: and these don't come close

Comments

  • olgadapolga
    olgadapolga Posts: 2,263
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    edited 26 September 2023 at 7:42PM
    chompie said:
    Hi, this is a new one to me.
    I recently sold something to a buyer (low price item £6 with £3 post)
    I sent it through eBay (to the address they gave me) shipping 2nd class small parcel.  After about 10 days i get a message from the buyer saying.

    "Sorry, but when i went to complete the purchase of this item, my address Auto-corrected to the wrong address.
    The item is being returned to you, can you please send it to me when you receive it."

    OK i thought, a bit strange but took it on face value.
    So i replied, yes, that is fine however, i would need you to change your address on your eBay account and pay for the re-delivery.

    He agreed that was fine and we left it at that.

    Anyway another ten days has passed and i have received nothing from RM so cannot forward the item.

    Now i have received an item not received claim from the Buyer where he states he wanted the item but "Contacted seller already. Have had no response since. Now just want refund. "

    I responded to this message saying "I have still not received this item back. If you would like a refund once i have received the item all i can offer you is the item price, as i paid £2.99 to send to the wrong address by no fault of my own. "

    Now since i sent that message about 4 days ago i have had no response but the claim end date is tomorrow.

    should i wait it out or will he just end it and get a full refund? or should i give a partial refund minus the £2.99 i had to pay for postage.

    Anyone had an instance like this before?

    The short story is, if you cannot provide tracking information that indicates delivery to the address given by the buyer (wrong or otherwise) you will lose the case if/when the buyer escalates it to eBay.

    You won't win this one so, if I was in your position, I would just refund and move on.

    If you plan on refunding, you need to do so before the buyer is able to escalate it  to eBay, otherwise you'll get a nice little "defect" on your account which may affect your sales going forward.

    If you've got proof of posting from Royal Mail then you can possibly claim from them for the loss of your item, if it's not returned to you.
  • chompie
    chompie Posts: 2,409
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    Like i said, the postage was paid for via eBay and there is tracking that says it couldn't be delivered due to incomplete or incorrect address.

    eBay have provided me this address so there is no way i will accept a defect or loss of money.
    What i don't want is to not only lose the money for the post but then find the item is not returned (it should be as the address is on the label.
    Where the !!!! has the Shrug gone! :confused: just doesn't cut it... :huh::think::huh: and these don't come close
  • chompie
    chompie Posts: 2,409
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    Also there was no Warning that you usually get when there is an issue with the Address.
    Where the !!!! has the Shrug gone! :confused: just doesn't cut it... :huh::think::huh: and these don't come close
  • olgadapolga
    olgadapolga Posts: 2,263
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    edited 27 September 2023 at 4:46AM
    chompie said:
    Like i said, the postage was paid for via eBay and there is tracking that says it couldn't be delivered due to incomplete or incorrect address.

    eBay have provided me this address so there is no way i will accept a defect or loss of money.
    What i don't want is to not only lose the money for the post but then find the item is not returned (it should be as the address is on the label.

    As far as I'm aware, the "eBay provided address" is entered by the buyer. eBay don't check it at all, they don't even require a buyer to enter the postcode first and then select the address according to the postcode. For the postage labels, eBay just copy the information across, be it correct or incorrect. Personally, I check every address provided as buyers do get things wrong, often when they've just moved house.
  • soolin
    soolin Posts: 71,859
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    If it doesn’t show as delivered with the eBay delivery confirmation you will lose the INR, but as they have admitted the address was wrong I’d phone eBay on this occasion.

    You need the case closed in your favour , if you allow it to go to escalation you will lose, your fu ds will be returned and you won’t get your FVFs back either. You also get a seller warning. You need to get this dealt with, if there’s any chance, before it escalates.
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected] views are my own and not the official line of MoneySavingExpert.
  • is £9 worth the hassle? to sort it out you will need to call eBay, and if you get through to one of the foreign ones who just seem to read off a script there's a very small chance they will even understand what you are telling them, let alone be able to sort it out
  • https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr

    Exclusions and special coverage when the buyer doesn't receive an item
    The buyer provided an invalid or incorrect address at checkout
    Not covered

    The problem is getting eBay to acknowledge this, worth a chat with eBay, for £9 they might simply cover the refund to keep everyone happy. 
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