Buyer changes address after item has shipped

[oemaussieparts]

Good evening all,

Though this is my first post, I have been lurking around for some time reading up and finding answers to my queries.

I have a buyer who, after the item was shipped and outside of business hours, requested to change the shipping address. 

Who is responsible to contact them to make this change - myself or the buyer? My understanding is that once the item leave our premises we are unable to change delivery details, and that it is the receiver's responsibility to change the address as long as they have a con note number.

I replied suggesting they contact Toll directly, quoting their con note number and ask what can be done about changing the delivery address, as it is obviously in transit now. (Our office is closed so we can't change the details ourselves, even if we are able to, until Tuesday)

What do you guys think? Would you have handled it similarly or differently?

Thanks in advance,

Dann

[digital*ghost]

Even if you had been able to send it to a different address, it would not have been recommended unless you refunded the buyer and they paid again using the correct address during checkout (I'm presuming that the item is of high enough value in total for Seller Protection to be an issue - if you send to an address not on the payment notification, you do not have protection).

It is the buyer's responsibility to ensure the correct address is used during checkout, and now that the item has been shipped, personally I would have done the same as you did. 

[oemaussieparts]

Thanks for your response, Ghost, I don't know why I questioned myself as I too am aware it is buyers responsibiility to provide the right address. I guess its just the my want for the customer to receive their item in a timely manner, and for it to be a favourable transaction all round, but where ones responsibilities begin and end have to be drawn somewhere I guess.

With regard to the SP aspect, the value is ~$55 + $11 post.

[digital*ghost]

It could be a relatively easy process from the buyer's end - I haven't dealt with Toll before as a sender or receiver, but I did recently have to do something similar with another company (a UPS package sent to my PO box address, which was undeliverable), and it only took a couple of minutes on the phone. Hopefully your buyer will have access to a similarly (easy) option. 

[oemaussieparts · Accepted solution]

I ended up changing the address for them on Tuesday as I had noticed via Toll's tracking that it had been undeliverable, so they'd obviously not changed it themselves. Item was delivered this morning.
So buyer is happy and I have one less worry.