Buyer bought 2 items - 2 different addresses - wants both posted to same address

[styth2006]

Someone bought an item off me (item A cost £3) and then messaged me about combined postage / refunding postage. I said I refund additional postage for multiple items. So they bought another item off me (item B cost £10).

Problem both items are to different addresses. I messaged the person and they said post to address on first item (item A the cheaper item) and asked about postage refund.

What do I do? Because surely they can claim item B isn't delivered if I post to item A address? Thanks, sorry if didn't explain well

[susapric-68 · Accepted solution]

Cancel the second item with "problem with buyers address" as excuse and tell them to change the details on that one and order again. You will not be covered for the second item if you send to the first address. Explain you have to send to the registered address on the order and by changing it you will not be covered

[akemp1]

Exactly never post to any other address than on the ebay order it's not worth the risk.

Once they have reordered then make sure you enter the tracking reference into the order you don't buy the postage against so they both have the same valid tracking reference. That's best practice when combining postage across multiple orders.

[lucy_farmer]

'....make sure you enter the tracking reference into the order you don't buy the postage against so they both have the same valid tracking reference. ....'

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Ooo, first time I've heard that.... I thought that a tracking no. could only be used on the one order it was 'attached' to.

So a single tracking number can be used twice?

[akemp1]

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@lucy_farmer wrote:

Ooo, first time I've heard that.... I thought that a tracking no. could only be used on the one order it was 'attached' to.

So a single tracking number can be used twice?

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No idea once people get put on SD but under the old system I just copy and paste the the tracking from the order I bought postage against into the order I am not buying postage for using the add tracking button.

That way if they make a claim against that order then it already has a valid tracking number in improving my odds of ebay ruling in my favour depending on the circumstances. I think adding tracking also changes the status of that order to dispatched.

I think it's only required when combining postage across 2 orders not if they buy 2 items in the same order when you are just refunding the excess postage paid.

[lucy_farmer]

'No idea once people get put on SD but under the old system I just copy and paste the the tracking from the order I bought postage against into the order I am not buying postage for using the add tracking button.'

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Ah, I see!

(my brain just jumped into automatically assuming it was an S.D. problem. I'm hoping so much that S.D. sorts it's ridiculous problems out, that I'm seeing it everywhere 😵)

[akemp1]

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@lucy_farmer wrote:

(my brain just jumped into automatically assuming it was an S.D. problem. I'm hoping so much that S.D. sorts it's ridiculous problems out, that I'm seeing it everywhere 😵)

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I wonder if the work they are doing to enable combined SD orders will cover both when the buyer buys 2 items in the same basket/order and also when they place 2 separate orders? Being a pessimist my assumption is they will only cover the first situation and everyone will still have a problem if the buyer places 2 orders. I guess they would need a function that combined after purchase to refund the excess postage.

Maybe they will also deploy some of their amazingly guff AI to determine if by combining the items they will go up a shipping band. In a few months will we be reading about someone that bought 2 paperclips and had to pay 20kg postage? Ebay have really created a complicated and unpopular rod for their own back here.

I'm also keen to understand if they will enable combined buyer tax across an order to avoid buyers having to pay the fixed element multiple times. This works like a dream at the clothing marketplace who are miles ahead of ebay who seem held back by both their excessive greed and buggy implementations of overly complex logic.

[the-nutwood-collection]

I think adding tracking also changes the status of that order to dispatched.

Adding tracking used to change the status to despatched, but it doesn't seem to do so now.  I frequently add the same tracking number to multiple orders, but now I must 'Mark as despatched', otherwise the order just sits on the Seller Hub.

My surmise is that adding a tracking number doesn't mean that you've despatched the item - it could be waiting for collection by the carrier.  Dispatched means that it's been collected and on its way ... or am I ascribing too much cleverness and business-savvy to the eBay app design community?

[akemp1]

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@the-nutwood-collection wrote:

Dispatched means that it's been collected and on its way ... or am I ascribing too much cleverness and business-savvy to the eBay app design community?

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I understood ebay changes the status of an order to dispatched as soon as the label is purchased under the old system and similarly when I add the same tracking ref to a 2nd, 3rd, etc order that I am including in the same package.

I just printed an ebay label tonight and can see the order had changed to dispatched even though I will drop it off later tonight as I am going past a post office. I've always though this could be confusing for buyers if they didn't know how ebay works.

Unless that's changing under SD which I am avoiding like the plague for now.

I don't use Seller Hub just My Ebay so maybe it's different in how it shows?

[wellingnorth]

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@akemp1 wrote:

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I wonder if the work they are doing to enable combined SD orders will cover both when the buyer buys 2 items in the same basket/order and also when they place 2 separate orders? Being a pessimist my assumption is they will only cover the first situation and everyone will still have a problem if the buyer places 2 orders. I guess they would need a function that combined after purchase to refund the excess postage.

Maybe they will also deploy some of their amazingly guff AI to determine if by combining the items they will go up a shipping band. In a few months will we be reading about someone that bought 2 paperclips and had to pay 20kg postage? Ebay have really created a complicated and unpopular rod for their own back here.

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Definitely seems to me that simple delivery could use this kind of manual post order process where you can combine one or more items / orders into a package and adjust size / weight accordingly. To be fair I think V* has the same issue where you can't combine orders placed separately after the fact, only if you buy the items at the same time?

[akemp1]

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@wellingnorth wrote:
To be fair I think V* has the same issue where you can't combine orders placed separately after the fact, only if you buy the items at the same time?

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Yes but buyers at that place are very clued up on combining items into a single order because they only have to pay the fixed element of the buyer tax once and many sellers offer automatic bundle discounts (which can partly or entirely cover the buyer tax anyway depending on the generosity of the seller).

The hardest bit at both places is how to place an offer without it creating an unbundled single order if there are other things you want to buy from the same seller (at full price or via offers) at the same time.