INR case when buyer had incorrect address

[dylan11235813]

So I got a case opened for INR and on confirming the delivery address with the buyer they had failed to update their address details when they moved. They went to the old address and the people there have told the buyer that they sent the order back. All this has been messaged through the case messaging system. There is no tracking for the order in either direction.

I have told them that I am happy to send to the correct address when the order arrives back to me, but they don't seem to be willing to close the case even though it has been established that they are the ones at fault and the order had indeed been delivered. I have also received a defect today for the open case.

Has anyones had a similar thing happen that can give some advice on how to proceed with this?

[phorum_junkie*]

No I haven't had a similar thing happen because if a buyer says they haven't received an item that had no tracking I just refund or replace (with tracking) regardless of any other circumstances, I only send without tracking if I can do that without it costing me more than a few cents for a non arrival.

[clarry100]

Hi Dylan,
I'm sorry but I fear you will lose the INR case simply because you don't have tracking. Regardless of other facts.
So if/when you receive your item back don't resend it until the case is closed ad I think EBay will issue s refund. At least then you will still have your item. If the buyer really wants the item they can rebuy but I would be inclined to block them anyway as you have received a defect thru their error not yours. I doubt that EBay will remove the defect either.

[curraone]

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@dylan11235813 wrote:

So I got a case opened for INR and on confirming the delivery address with the buyer they had failed to update their address details when they moved. They went to the old address and the people there have told the buyer that they sent the order back. All this has been messaged through the case messaging system. There is no tracking for the order in either direction.

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I reckon every defect must be fought, they will pile up on you and some good sellers have lost their selling rights because they ignored it - what you have is an email from the buyer confirming in fact that the item was delivered to the address given on their paypal payment - should be worth giving a shot with ebay.

In the meantime, the buyer is probably reluctant to close the case until you get the return, send it to their address, and they receive it.   Just keep the lines of communication open with them until that happens.

[dylan11235813]

Thanks everyone.

To PJ. I do usually refund or resend if an order does not get delivered, and before that happens I confirm the address details with the buyer for this very reason (I have had it happed before, but it was before the MBG). Tracking is required to establish that the item was delivered to the address, the buyer has confirmed that it was delivered (although by hearsay) . If I had tracking the buyer would loose their money and item but I guess I would be covered.

[digital*ghost]

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@dylan11235813 wrote:

Has anyones had a similar thing happen that can give some advice on how to proceed with this?

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No, but it wouldn't be the first time I've seen on these boards where a buyer realised they had an item sent to an incorrect address, and forced a refund from the seller anyway, just because they could (I remember one instance in particular where the buyer said something along the lines of "it doesn't matter I gave the wrong address, it's still the seller's responsibility to make sure I get the item"). 

This is actually something I'm very curious about, because I couldn't find any provision in eBay's MBG for what happens in cases like this. What say you send an item with tracking, but because the address is incorrect, it's not delivered - I wonder if eBay would force refund? 

Personally, I would probably refund after I got the item back - if they're not amenable to closing the case, anyway, because I wouldn't be willing to resend and still have an open case for an item where there's no tracking to prove delivery. 

[dylan11235813]

I should also add that they have also said that they would order again if the item had gone missing (I presume after they closed the case) and they have apologized. But since they have been to the old address and the people there have told him that the order had been sent back I don't think they are willing to do this.

It might still turn up back here though. I think I am just going to refund them and block, and move on after I hear back from them tonight. I don't think I should be refunding in this sort of case though.

[dylan11235813]

Just an update. The buyer has closed the case. At least there are some decent people around that understand who is at fault.

[clarry100]

I would certainly try to get ebay to remove the defect in this case.

You might have a snowballs chance in hell. LOL

Hope so anyway.

[dylan11235813]

It would seem that ebay have removed the defect when I demanded it via email.