topic Buyer has moved in Selling

Buyer has moved

*bellee* — Wed, 15 Feb 2017 21:17:56 GMT

Australia Post returned a package that I sent indicating the addressee is not at the address provided. That was over a month ago. Messages to the buyer were unanswered until yesterday where they indicated they did indeed move and a new address was provided.

I contacted Ebay and they've suggested I send it because they have seen the buyer's reply with the new address. They've also indicated I would also have their protection for sellers because of the messages. Whatever that means. However, Ebay couldn't tell me if this protection also protects me against chargebacks and suggested I contact PayPal. So what protection is Ebay providing if I was to send it to the new address?

The advice had always been to send it to the Ebay / PayPal address provided on checkout. So I'm rather surprised Ebay suggested I send it to the new address! Anyone know what "security measures for sellers" they have and it actually means?

Re: Buyer has moved

springyzone — Wed, 15 Feb 2017 21:39:53 GMT

I don't know what protection you would have but what would concern me as a seller would be that you would be up for a second lot of postage costs. That doesn't seem fair to me for something that was not your fault.

Re: Buyer has moved

poshtag — Wed, 15 Feb 2017 21:58:29 GMT

Re: Buyer has moved

bakeandfry — Wed, 15 Feb 2017 22:01:45 GMT

Not your fault buyer changed address.
Send your buyer an invoice via paypal for them to pay for second lot of postage.
If buyer does not want to pay for postage i would see about canceling transaction due to there being an error with buyers address

Re: Buyer has moved

chameleon54 — Wed, 15 Feb 2017 22:29:31 GMT

I have had this happen a few times. In most cases the item was not worth a fortune, ( around $20-$30 ) and the postage was large letter rate. I just sent the item to the new address, wore the postage costs and crossed my fingers. I had this happen with an expensive item mailed in 3 kg. satchel once. It toured right around Australia as Australia Post did a great job of re-dirrecting and trying to find the recipient . After going from Queensland to Perth it returned to me three weeks later. ................I had plenty of profit margin in the item, so just sent that to the new address at my own expense with tracking. It got there eventually.

No its not fair but a lot of things on ebay ar'nt fair. My own attitude is if you sweat the small stuff here it just becomes too stressful to sell on the platform. Most of the time these things work out OK.

Having said that, I doubt that you would have a lot of protection from ebay. Everything is automated and the humans that are there just follow script and are not authorised to make rational decisions. Even if you do speak to a supervisor and get the whole thing sorted out eventually, it is usually more hassle and time wasted than its worth.

If this situation concerns you I would cancel the transaction due to " a problem with buyers address". This option should not give your account a defect. If you do this put the buyer on your BBL. as well as they may cause trouble in the future.

Re: Buyer has moved

*bellee* — Wed, 15 Feb 2017 22:38:08 GMT

Thanks for the replies. The item is over $200 so I sent it with signature at my own expense. And lucky I did because AP would have safe drop to the wrong person!

I don't trust what Ebay CS have said because we all know how well they look after sellers! 🤥 PayPal has confirmed that I can only send it to the address provided on checkout so I will refund and cancel the transaction.

Re: Buyer has moved

*bellee* — Wed, 15 Feb 2017 22:45:00 GMT

It's been too long! I can't cancel the order! I will be to refund through PayPal, but does that mean I can't get my fees back???!

Re: Buyer has moved

kopenhagen5 — Wed, 15 Feb 2017 23:38:07 GMT

The advice had always been to send it to the Ebay / PayPal address provided on checkout. So I'm rather surprised Ebay suggested I send it to the new address! Anyone know what "security measures for sellers" they have and it actually means?

Just to clarify, the stipulation is to always send to the address in the PayPal notification NOT ebay notification.

And if they differ, querie it with the buyer. Often buyers change their address in eBay but forget to renew the addy in Paypal.

Sending it to the address in PayPal email gives protection.

Re: Buyer has moved

phorum_junkie* — Wed, 15 Feb 2017 23:50:59 GMT

Once a buyer goes through checkout to get to Paypal the address in Paypal will be that which was showing in checkout so it is impossible to send to the wrong address unless you go by the item sold ebay notification sent as soon as the item is purchased.

I would not have contacted ebay, that just complicated the problem. You had, and still have, Paypal seller protection as long as you sent to the checkout address so if it were me I would ask the buyer for the cost of tracked and insured postage to resend it or the offer of a refund less original postage and ebay fees.

Re: Buyer has moved

curraone — Thu, 16 Feb 2017 00:09:38 GMT

@*bellee* wrote:
It's been too long! I can't cancel the order! I will be to refund through PayPal, but does that mean I can't get my fees back???!

I don't think this is the best choice. In the end the buyer has contacted you with the new address. I would send an paypal request for the extra postage, and if they pay, make sure you send it with signature on delivery. The buyer should be pleased that you have attempted to trace them.

Re: Buyer has moved

*bellee* — Thu, 16 Feb 2017 01:22:05 GMT

@curraone, this would void Paypal's seller protection? If the item was cheap, I wouldn't hesitate to send it to the new address. I can't afford to lose $200+ if this goes sour.

Re: Buyer has moved

curraone — Thu, 16 Feb 2017 01:35:07 GMT

IMO ebay seller protection no longer applies. In the first transaction, you sent the item to the correct address. It is not your fault they weren't there.

This is a new transaction, nothing to do with ebay. I would send it with insurance through Aust Post as PJ suggest ^^^

We should not get caught up in the ebay seller protection thing that we lose sight of the objective. The buyer has paid, still wants the item, has let you know his/her new address, and is probably open to paying more for new postage.

Re: Buyer has moved

clarry100 — Thu, 16 Feb 2017 01:48:27 GMT

@curraone wrote:
IMO ebay seller protection no longer applies. In the first transaction, you sent the item to the correct address. It is not your fault they weren't there.

This is a new transaction, nothing to do with ebay. I would send it with insurance through Aust Post as PJ suggest ^^^

We should not get caught up in the ebay seller protection thing that we lose sight of the objective. The buyer has paid, still wants the item, has let you know his/her new address, and is probably open to paying more for new postage.

I agree with this.

I would send a PayPal invoice to cover the extra postage. I'm sure the buyer recognises it was not your problem.

Then resend to the new address they gave you.

There is only one possible transaction they could raise any INR case against you and it appears you have that covered as you used the address provided by PayPal. The fact that you re-sent is not recorded within ebay or paypal.

Somewhere down the track if they should decide to do a chargeback once again you are covered by seller protection thru paypal.

Re: Buyer has moved

*bellee* — Thu, 16 Feb 2017 03:07:42 GMT

Interesting. So you think I'm still covered by PayPal seller protection when tracking says return to sender? I have the returned package, and have taken a picture for my records.

Paypal protection is as long as we prove we posted to the provided address, we are protected? Regardless of delivery?

Okay. You've convinced me I will post it provided the buyer pays for repost.

Thank you!

Re: Buyer has moved

allfixelectrical — Thu, 16 Feb 2017 11:05:55 GMT

If you send the buyer a paypal invoice for the additional postage you will be able to add in the buyers new address and leave in the notes why the money is being requested and the ebay item # and transaction ID if required can also be noted in the payment request.

When they pay and you resend the item you can add the tracking number to the transaction on the paypal site and you will definitely be covered by paypal for seller protection as they will refer to the new tracking information.

You can also add the 2nd tracking number to the ebay transaction in most cases but there may be a time limit on that.