Classic example.

One of my best customers. Item returned to me  by Australia Post as "RTS No Longer At This Address".  Fair enough so I message them to say its been returned to me and and when they let me know the correct postal address I will repost it. Easy.

A couple of hours later I get this.

A request is open in the Resolution Centre

....let us know that they haven't received ... and has requested a postage status update.If you don't reply, or if the buyer isn't satisfied with the outcome by 08 Apr, 2015, the buyer can escalate the request

So its easier to open a request than to change your postal address.