Customer gave the wrong address when buying

Question

I have sold a product to a customer, they've paid for the postage and I have the pre paid label but haven't yet posted the item, however they messaged me saying their address is wrong and sent me their new one. Do I just let the post office know when I arrive or will the pre paid label not work?

Any advice would be appreciated.

**peaseblossom** · Accepted Answer

It won't work. You should cancel/refund the transaction with the buyer's agreement (via the dropdown menu arrow for the item on your orders list). The buyer must change address on their ebay account. Then you can relist the item for them to buy and pay again.