Buyer address error for postage label

[solarshrimp]

Hello I am having problems printing an Address Label for a recent Sale. EBay sent me

a message with the Buyers completed Address Form. EBay message I received: If the address contains errors in the non editable fields, please cancel the order and ask the buyer to place it again, providing a correct address. Your Post to address contains some errors that need to be fixed before purchasing the label. Please note that you may not be covered by the eBay Seller Protection Policy if the changes you make are substantially different from what the buyer intended. The best option is to cancel the transaction; the buyer can then repurchase the item and check out with the correct postage address.

The Buyers Address Information has been put into Address Line 1

EBay have indicated “Please only use 35 characters “

I checked Line 1 and it has 44 characters including spaces & 39 without spaces- House Name/Street Name/Town Name

It looks like Address Line 2 should be Town Name – which would remove 8 characters from Address Line 1.

Your Post to address contains some errors that need to be fixed before purchasing the label.

Not Sure why I am seeing the Form when it can only be corrected by the Buyer.

Why were Address details accepted, if incorrect, by EBay?

I emailed Buyer and explained situation as I cannot print Label.

Should I wait for his reply?

Should I go ahead and cancel Sale and refund?

[tressygirl · Accepted solution]

The best way would be to cancel the order with the buyer's acceptance or you can select ' Problem with Buyer's Address'  This fully refunds the buyer and you can relist the item for the buyer to buy and pay again. That reason will not affect your seller performance.

Not sure why you received instructions how to change the address as only the buyer can do this on their account,  and should before they buy your item again.   There is an intermittent bug to do with addresses. 

 eBay say a delivery address must not exceed 35 characters including spaces on any line.  Copy and send those instruction you received for them to alter their address on eBay, and then ask them to save as a "new address". 

@solarshrimp 

[sunflowers4me59]

I had that a couple of months ago, I told buyer he could only use 35 characters in line, I cancelled sale. He said he's bought other things and it was perfectly alright and bought again without changing it. It still said the same and wouldn't give me label, so cancelled again, I couldn't do anything else. He left me feedback blaming me!! Luckily someone else has since bought item!

[solarshrimp]

Appreciate the quick responses to the Buyer Address error for Postage Label post.  EBay say I have until tomorrow to post the Parcel! I have sent the information to the buyer to see what they want to do, either change address format, if they can, or Cancel purchase.  I will wait until later this evening for their reply but if I do not get one I will accept your advice and go ahead and cancel the Order using ' Problem with Buyer's Address' as the reason.  Many thanks