Buyer supplied incorrect address

[golfshippy99]

Hi, 

I sold an item and sent it Royal Mail 24hr insured delivery, the item

was undelivered as the buyers address was incomplete which the buyer admitted to. The item has now been with Royal Mail for a week and has been sent to the nation returns centre, I have been chasing Royal Mail daily and been in constant contact with the buyer, the buyer has now raised a not received claim and wants a refund but my point is I still haven’t received the item back and it’s of high value so don’t want to refund the money until I get the item back. How do I stand on this, I don’t sell many items on eBay so unsure of how it all works to be honest. TIA 

[*guinevere*]

If the item hasn't been delivered I am fairly sure you will have to refund, even if the address was incomplete.

Did you send it with tracking? if not did you not put a return address on the reverse of the parcel?

If the parcel has been at RM for a week could the buyer not have picked it up? Or would an incomplete address prohibit this?

[golfshippy99]

Hi, 

Yes sent with tracking and the return address was on the label, they couldn’t collect it as they RM attempted delivery twice it was down to be returned to sender but it hasn’t been sent back yet it is stuck in there returns centre, you can see all this on the royal main tracking app. 

[crg_music]

Time of year, it'll be back soon, everything moves slower.

Personally I'd refund it in the knowledge its on its way back shortly.

You've got 4 days from them opening the claim so you can make them wait a bit in the hope it returns but dont forget as if it goes to ebay to decide you get a black mark.

Annoying situation though, have had a few like this myself.

[ile136yz]

Does it say eBay 'Verified Buyer' on your sales records.  If it does / or should, did eBay verify the Buyers address?

I would contact eBay's CS to ask why this problem with the Buyer's address has occurred causing the item not to be delivered. I would also tell eBay the item has not arrived back with you, & how do they suggest the Opened Case for 'not received' can be sorted out.

[eastern-lights]

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@golfshippy99 wrote:

Hi, 

Yes sent with tracking and the return address was on the label, they couldn’t collect it as they RM attempted delivery twice it was down to be returned to sender but it hasn’t been sent back yet it is stuck in there returns centre, you can see all this on the royal main tracking app. 

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Open to correction but if tracking shows attempted delivery, the buyer should lose an "Item not delivered" claim?

[golfshippy99]

I will be happy to refund the money once I get the item back, my issue is if I refund the money and the item doesn’t get sent back I’m out of pocket for something which wasn’t my error. 
I will try and contact CS today and see where I stand as the buyer has sent me another message saying they want there money now. 

[golfshippy99]

It does say verified buyer, also they have a lot of feedback from sellers so my question is how did those items arrive if there address was wrong. 

[roger_roger_over_and_nowt]

oops,didnt read post properly

[ile136yz]

The eBayer/Buyer may have updated his/her address after it was verified, so it needed to be re-verifying. 

[golfshippy99]

Just spoken to eBay customer service and I can wait until I receive the item back before issuing a refund, because I did everything correctly and they can see the tracking info they would therefore close the case in my favour and the buyer will have to wait. 
thank you for everyone’s advise it’s much appreciated. 

[moldosgifts]

Its an easy case respond to the case with the tracking number, if as you say they attempted twice you will win.

If it returns to you refund at that point if it doesn't well at that point you have a choice to make.

It was a buyer fault not yours at the end of the day, but yes get ebay to call and explain how it happened.