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Simple Delivery - returned to sender, buyer tried changing the address 6 days later
Summary: f3verdog discussed a situation where they sold an item on eBay and posted it using "Simple Delivery." The buyer realized late that they had provided an incorrect address and filed a dispute for not receiving the item. The delivery was returned to the seller due to the wrong address. tobiasd4 reassured f3verdog that eBay typically handles such disputes in favor of the seller if tracking shows an attempted delivery. Eventually, f3verdog received a notification from eBay that the case was closed without a refund to the buyer, although the process left them confused about shipping expectations and potential future actions by the buyer, such as pursuing a chargeback.
So I sold and posted something a week ago, a small £35 parcel with "Simple Delivery" The item listing included the postage cost into its price, so the actual amount to me was around £32 approx
It was posted on the 10th. The person late last night, so 6 days later messaged saying "sorry old address my address is <redacted> will pay for repost" and this morning has filed a not received claim with Ebay.
Now obviously the person has not updated his address books, not my fault of course. The ebay email I received says "We’ll take it from here" as its tracked with simple delivery.
On checking the Royal Mail tracking, its showing as going to be returned to me the seller as shows Monday attempt marked as "Recipient not at address. Returned to sender."
So the question is what likely will happen now? I have no ability to add anything to the dispute. Will ebay find in the buyers favour, even though obviously this was his fault? Assuming they refund him, as the tracking will show as "delivered" but to my address as the Return To Sender, does that mean ebay will also charge me the postage cost in his actual refund so I'll be down a few quid due to their own mistake?
On checking the not received dispute, all the person has done is written his new address in the notes to it, but I assume that disputes are automated and rarely ever looked at by a human who may read and see the 2 addresses do not match?
f3verdog
OP2 weeks ago · EditedAn update on this. The case has now been closed with the following email
On the latter point about shipping on time, thats totally wrong, item was bought 9th Sept at 14:50. I generated the shipping code at 10am on the 10th Sept, and then shows Accepted at Parcelshop at 3:08pm same day......It was over 24hrs technically by 18mins if they class that as being from the exact time???
On its main point, well the item ISNT in transit and HASNT been delivered to the buyers address
So I'm a bit confused at what I should do now really, as this was all done without my even being able to be involved. He should probably have been given a partial refund from ebay, but minus the postage costs and his protection costs, as he has not received the goods. He may perhaps go to his credit card company to claim a chargeback or something, so wonder how that will affect me even though I've had no say in the matter? I could technically reach out to him and offer him the partial refund but obviously that wouldn't be the full amount paid, and without his postage cost and the buyer protection fee, which he likely would not understand and think I'm short changing him, so damned if I do and damned if I don't
tobiasd4
Mentor3 weeks agoSellers must only post to address supplied by ebay when informed buyer has paid.
It is up to buyers to ensure address is up to date, they can also change it at checkout.
As tracking shows attempted delivery, you shouldn't have to refund.
If you used simple delivery, ebay will sort and won't charge you.
f3verdog
OP3 weeks agothanks, I dont have objection to issue a refund for only the parts itself, but would be very unfair if I'm expected to take the hit on his postage charge too.
As timing has it, it has just arrived at my doorstep now. The tracking now says "DELIVERED Today at 1:24pm"
so I guess I just have to sit on it and see what happens, as I cant even put any info into the dispute itself. 3-4 quid postage loss if it does come back to me thanks to sellers mistakes, and ebays often flawed system isnt the end of the world, at least I have the product back itself, but its just annoying.
papso22
Mentor3 weeks agoThe fact that tracking shows it has been returned to you complicates matters a bit. Please let us know what ebay does.
f3verdog
OP3 weeks agoyeah I can do nothing but wait and see. The dispute itself just says "eBay Customer Support has placed the case on hold until 27 Sep 2026 to allow time to provide additional documentation". If automated and they just see the item as "delivered" that may be that and the buyer is refused, but I don't even have an option to intervene.
I posted the same question elsewhere, and someone wrote "eBay considers it delivered already with the "Recipient not at address - Return to sender" notification. Same if a buyer refuses an item at the door.". Will be interesting to see what happens, I've often been stung at ebays/buyers misuse of orders, but this one a scenario I've not had.......completely the buyer at fault...but despite "protections" using simple delivery, because its been returned to me may they come back to me for the full amount including the extra charges, partial amount, etc. Or then in the past I had chargebacks too, where Paypal/ebay then wanted to levy admin fees against me if I dared to dispute it (and that was something like £18 chargeback fee for an item that cost £8...I was livid)
f3verdog
OP3 weeks ago · Editedon a side note, it looks like the funds that are on hold on my account, include the postage cost itself!! as £32.98 on hold vs the £29.60 I actually received for the item after postage cost was deducted that I withdrew the other day
john1297576
Mentor3 weeks agoin other words, from what you say buyer paid you for the postage.
f3verdog
OP3 weeks agoon checking what the listing actually was set at. it was £35 total price, including the buyer protection fees.
Order total
£35.00
eBay collected from buyer
Buyer Protection fee
-£2.02
Selling costs
Transaction fees
£0.00
Postage label
-£3.38
Order earnings
£29.60
So then, if ebay do decide that to refund out of my pocket then I'm down the postage costs because of the buyers own mistake of not being able to read a shipping address