topic Re: Buyer moved in Seller Central

Buyer moved

acdc9 — Thu, 04 Jun 2026 10:20:42 GMT

I sold an item contacted by buyer. They had moved not left forwarding address. Royal mail attempted delivery put ? mark on site. ebay still deducted amount from me. Does that mean buyers can put in any address then claim refund even if they get the item. I'm confused. in addition rcvd red card from royal mail I wasn't in. thought that was it contacted post office they said no they haven't got it. Went down to sorting office they said it was sent to post office. Still I didn't know what it was. Went back to post office in shop. Said it was sent showed card. The guy in charge found it straight away. Tried to contact royal mail useless they will probably keep it. Its cost me over 64.00.

Re: Buyer moved

str11p — Thu, 04 Jun 2026 11:23:22 GMT

If the item you sent has tracking showing delivery or attempted delivery to the address provided on the order, then ebay should find any Item Not Received case in your favour, as I understand it. What does the case resolution say?

Re: Buyer moved

4_bathrooms — Thu, 04 Jun 2026 11:39:07 GMT

@acdc9 wrote:
I sold an item contacted by buyer. They had moved not left forwarding address. Royal mail attempted delivery put ? mark on site. ebay still deducted amount from me. Does that mean buyers can put in any address then claim refund even if they get the item.

Did the buyer open an "item not received" case? Also, did you voluntarily refund the buyer?

@acdc9 wrote:
in addition rcvd red card from royal mail I wasn't in. thought that was it contacted post office they said no they haven't got it. Went down to sorting office they said it was sent to post office. Still I didn't know what it was. Went back to post office in shop. Said it was sent showed card. The guy in charge found it straight away. Tried to contact royal mail useless they will probably keep it. Its cost me over 64.00.

What did the guy in charge in the Post Office actually find; was it the package?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 15:59:02 GMT

Buyer opened a case when I said received red card, no idea what it was. I couldn’t offer refund no idea where it was. Post office said not there. Sorting office said post office had it. Went back to post office, they found it straight away after royal mail said they had got it. It wasn’t item not received. Now awaiting item redelivery, they’ll probably deny it again cost me 64. How can i refund if I don’t know.

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 16:08:56 GMT

First closed case in my favour then reopened it deducted from me. All because i got red card for something else. post office said not there sorting office said not there at post office never mind petrol costs. lost 64 now ill have to pay more.

Re: Buyer moved

sml192 — Thu, 04 Jun 2026 16:16:22 GMT

@acdc9 wrote:
Post office said not there. Sorting office said post office had it. Went back to post office, they found it straight away after royal mail said they had got it. It wasn’t item not received. Now awaiting item redelivery, they’ll probably deny it again cost me 64. How can i refund if I don’t know.

Sorry, struggling to understand what you are saying here. If the Post Office found it then why are you waiting for redelivery? What does 'It wasn't item not received' mean? Do you mean it was a different item that was at the Post Office and you are still waiting for the item you sent to be returned?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 16:14:09 GMT

in answer no, then recent case on tv who do you believe?

Re: Buyer moved

4_bathrooms — Thu, 04 Jun 2026 16:14:59 GMT

@acdc9 wrote:
Buyer opened a case when I said received red card, no idea what it was.

So, you received a red "Something for you" card? The card should tell you where the item is.

@acdc9 wrote:
I couldn’t offer refund no idea where it was

Where Simple Delivery is concerned eBay are responsible for refunding the buyer if there is a problem with delivery. You shouldn't refund the buyer yourself unless you have the item back.

@acdc9 wrote:
Sorting office said post office had it. Went back to post office, they found it straight away after royal mail said they had got it.

What was it they found straight away at the Post Office; was it the item you sent?

@acdc9 wrote:
Now awaiting item redelivery, they’ll probably deny it again cost me 64. How can i refund if I don’t know.

Redelivery of what to where? Are you awaiting redelivery of the package you received a red card for?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 16:17:09 GMT

sorry confused so am i. parcel i collected was not the item returned.

Re: Buyer moved

sml192 — Thu, 04 Jun 2026 16:25:38 GMT

@acdc9 wrote:
First closed case in my favour then reopened it deducted from me. All because i got red card for something else. post office said not there sorting office said not there at post office never mind petrol costs. lost 64 now ill have to pay more.

If the red card you received was for a completely different unrelated item then it would have had no bearing on the eBay case.

Does the tracking for the item that you sent show as being returned to you?

Re: Buyer moved

4_bathrooms — Thu, 04 Jun 2026 16:23:55 GMT

@acdc9 wrote:
First closed case in my favour then reopened it deducted from me. All because i got red card for something else. post office said not there sorting office said not there at post office never mind petrol costs. lost 64 now ill have to pay more.

So, if I've got this right...

The buyer didn't receive their item because they forgot to change their address on eBay. This was most likely a Simple Delivery label so you should not have been held responsible for refunding the buyer if there were any problems with the delivery.

At some point later you received a "Something for you" card from your postie. It sounds like you assumed this was the item being returned to you and you mentioned this to the buyer who then opened an "item not received" case. eBay initially decided in your favour due to the tracking but the buyer appealed believing you had the item back. It sounds like eBay believed the buyer and changed the outcome of the case holding you liable for the refund.

When you finally managed to retrieve the item you had received a card for it turned out to be a different item altogether; i.e. it was not the item you sent to the buyer.

Is that what happened?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 17:13:43 GMT

All fantastic. except I haven't got item back. Haven't received a red card for it. The item I received card for was a charger I'd bought on ebay. So looking at what you've said i agree still waiting out of pocket anyway due to the costs all because the post office said they hadn't got item so I didn't know buyer said it had been returned so i thought it was what i got card for. who do you blame? whose fault or c'est la vie. is it like recent case who do you believe?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 17:16:53 GMT

Its closed they settled in buyers favour the only thing i can think is i said too much to buyer. Who do you believe?

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 17:22:24 GMT

hi i don't know how I mislead the red card was for a charger I bought of ebay. The post office lied they had received it but I didn't know what it was. I missed post its who you believe ebay believed the buyer not me. the buyer said it had been returned so i thought it was what the red card was for, it wasn't.

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 17:27:45 GMT

Hi most covered all i want to know is what i did wrong or who did wrong the how to avoid in future or was it just fait.

Re: Buyer moved

acdc9 — Thu, 04 Jun 2026 17:35:07 GMT

Yes, a charger, but how do i solve it. ebay believed the buyer. nothing i can do now just hope!

Re: Buyer moved

4_bathrooms — Thu, 04 Jun 2026 20:43:14 GMT

@acdc9 wrote:
Hi most covered all i want to know is what i did wrong or who did wrong the how to avoid in future or was it just fait.

By mentioning the Royal Mail card in the case you caused confusion. The buyer believed you had either received the item back or were going to receive it back; when they appealed the original case decision eBay sided with them based on what you had posted in the case.

What does Royal Mail's tracking state about the item you sent to the buyer? You might be able to appeal eBay's decision but if you do you will have to be much clearer in your appeal than you were in the case and in this thread.