Getting a buyer's address to re-send and item when simple delivery used

[clunk.-4]

So, I forgot to send a case for an item that I sold. I had forgotten that I had listed it with a case, it had been on for many weeks. My fault entirely. When I realised what I'd done, I messaged the buyer who, hadn't contacted me about it, and they didn't respond.  I packed up the item, went to the post office, thinking I could just use the address from the old label, and got there and there's no address. I can only see their name. There's a thing to copy full address, but it only copies their name.

I message the buyer again, and ebay is telling me that the buyer reached out to me but they are dealing with it. So at this point, I owe the buyer this case. I have no idea if they are seeing my messages, and I'm not seeing anything from them. I don't see their address anywhere, or any way to obtain it, so what do I do? 

In the past, if something like this happens, we just go to the order details and get the address, but now there isn't anything there.

What to do here? Thanks.

[department28]

Unfortunately, this sort of situation is much harder to sort out, since Simple Delivery. Also, eBay have started sending these 'automated' message about postage queries, which is causing confusion. Other sellers have reported that their buyers are not getting the messages they have sent about postage etc.

Your buyer probably hasn't seen the messages you've sent. I think eBay are blocking direct messages about postage. If the buyer wants to contact you about the missing item, eBay will 'handle it', so you will probably get an automated message from the buyer. 

Hopefully someone who has been in this situation will have some advice for you.

[clunk.-4 · Accepted solution]

Thanks, yeah it's not very simple at all.

I found a workaround, in the meantime. I went to the buyer's profile and sent them a message, not related to an item, asking for their address, and they replied with it. So that still works.

What a mess.

[department28]

Thanks for reporting back - it's good to know it's still possible to contact a buyer 'normally', via their profile. I wasn't sure if eBay would block any messages to do with postage. I don't know why they are making these things more difficult...

Hope your buyer has been ok about the situation. 😊

[geosacha007]

When I send a buyer a message about simple delivery ebay also send me that message. "Your buyer has reached out and we will deal with it."  So I thought ebay had prevented me seeing the buyer's message.  But it turned out that the buyer had not sent a message at all at that point. 

[clunk.-4]

Just another complication to navigate in simple delivery. It really doesn't compute in my brain, how a company as massive as eBay, could continually get it so wrong. You'd think they'd at lest have one or two people with common sense on their teams.