INR & Funds on Hold

[brittanysmum2566]

Hi,
I received a INR and "Your Funds are on Hold" through eBay messages. I checked the tracking details through Australia Post and it stated "Item Undeliverable" Item being sent back to sender. eBay said that they will extend delivery to 25th August and not to do anything at the moment. I checked the address and found it was a huge block of units with shops underneath. I messaged the buyer and asked if this address needed a unit number, They replied with sorry, can you send it to U?? when you receive it back. Not sure what to do. The item will not be delivered to the buyer. Should i escalate the INR through eBay for incorrect address or just refund the buyer and use the problem with address and tell them to reorder with the correct address. I use free postage so will be out of pocket for delivery costs.
Thank you, Alice.

[lezned-toycollector]

I would upload the tracking to the request, and contact an agent via chat.

Based on what you have posted, the item is not eligible for cover under the MBG.

Just make sure the agent understands that the item is undeliverable due to the buyer providing an incomplete delivery address at checkout.

Provided they comprehend what you're telling them, once they see the tracking, they should close the case in your favour.

[davewil1964]

In addition to what lezned said, you will be out the postage cost if you refund.

If you follow the suggested path (and are successful) the 'buyer' will need to provide you with the postage cost to send it again, or you are out of pocket for their error.

[twyngwyn]

I have been successful before with a similar scenario - if they still want it, they will have to pay postage again, either to your PayPal account or bank a/c

[tralam1153]

Hi and thank you for your replies.

After speaking with customer service, they advised not to do anything and let the INR complete itself as it was covered by MBG. 

I received a message this morning:

We’ve reviewed your case and have decided to issue the buyer a refund of AU $15.00 without any impact to you.

This case is now closed. You’re not required to reimburse the buyer or eBay, and this case won’t be counted in your seller performance evaluation.

Thank you all who replied. 

Regards, Alice.