Conflicting mailing address

[shellco2010]

Please, suggest a reasonable solution to a situation re buyers mailing address.

The parcel with purchase has been sent Via Express Post to the address indicated on PayPal and Ebay.
This morning I received a message from the buyer with a question as to whether his parcel was sent to “the correct address” and indicates a completely different address.

This afternoon, I received back (“Not at this address”) package which was opened, secure packing removed, goods damaged. I can’t sell my item again.

Agent from Live Chat ….” you're not obliged to refund or send a replacement. However, you can still go after AustPost and have them pay for the damage. By then, you can just refund the buyer.” 

I guess that the parcel was opened by someone from the delivered address. In this case I can not blaming AustPost.

What would you do in this situation?

[zelly888]

IMO this is 100% the buyers fault not yours as you sent the item to the address that was asked of you to send to by PayPal,so there for as you said this isn't APs fault either but the buyer should by working something out with PayPal and Ebay as this is who the buyer has gotten their details incorrectly informed with.

[phorum_junkie*]

If it was sent in an express satchel then you may have left yourself open to a Paypal claim for non receipt even if you have sent to the correct address, express satchels only show as delivered to the nearest mail centre.

It is definitely up to the buyer to ensure that the correct address is displayed in checkout as that is the address that is exported to Paypal and is always the one you should post to if you are using a service that qualifies for seller protection.

If it was opened by someone at the buyer's old address and then given to the PO to return then AP should have made sure it was re sealed correctly, of course you can have no idea where or when any damage occured.

What would I do? Probably send them an email outlining the procedure for making sure the correct address is given to Paypal and that you are very sorry but as the item was damaged during the return you are unable to re sell or resend the item so are unable to help.

If they then opened a Paypal dispute saying they had not received the item I would defend it because I would have used click & send and I would almost certainly win. If I had used a prepaid satchel other than an ebay branded one I would just refund as I would probably lose the dispute anyway unless it had signature required.