Received Funds but item returned

[bapol_5090]

Hi everyone, 

I recently sold an item and the purchaser gave me an address which ended up being incorrect. They then gave me another address and I amended this with the courier. The courier attempted to deliver to the new address but someone at that property rejected receipt of the package. As a result, the item is now being returned to me. 

Ebay have, however, made payment for this item into my bank account. I just want to know what the process is here. I obviously want make sure the buyer is reimbursed, but not sure what to do if ebay have paid out and deducted their fees. Any help would be greatly appreciated. Thanks

[tressygirl]

Once your item is returned to you you need to cancel the order citing Problem with Buyer's  address.

This refunds your seller fee and your seller performance is not affected.

I would also send the buyer a message to explain there was an issue with the address,  the item has been retutned to you,  and you have fully refunded them.

As a tip, never send an item to any other address than the one eBay send to you on the order details after confirming the buyer has paid.

[john1297576]

As said you only ever send to the address given with the payment details.

Doing it the way you have buyer will eventually end up with a full refund, and you will be out of pocket by all the fees you have paid to couriers.

[bapol_5090]

Thanks so much for your response. 

I used the address on the order confirmation, so there is a full tracking history but thanks for the heads up in the future. 

The package is now here and its now marked as delivered, I can't see anywhere to now cancel the order now. Sorry to bother you again but any suggestions with this scenario?