How do you handle undeliverable address ?

[lyl797]

I recently have been bombarded by undeliverable shipping address from eBay and AMAZON. ...
Just like to learn how you guys handle these messy cases.

I did put down "we do not accept changing shipping address" in my listings.
But still, buyers keep getting in and ask for shipping address change.
A guy from eBay placed an order, shipping address is in FL, he asked to change shipping address to CA, and claim he does not know who the paypal account owner is, neither the payer's address?
I cannot change the shipping address for him because the order was shipped out.
So he filed a PP dispute and fight, I explain to PP, this guy is not legit because he claimed he does not know who the PP owner is, I cannot change shipping address for him.
An guess what? PP decide in his favor so I have to eat the loss.
This is just one case, and I don't want to bore you with more cases.

AMAZON is a nightmare without saying, when a package is undeliverable, refund is the only way to do.

Buyers always miss Apartment number, suite number ... etc
Are these buyers resellers? they purchased on eBay/AMAZON and resell the items? Use eBay/AMAZON sellers to do the dropship ?

Do you guys have the same messy situation and what's your strategy to handle this mess ?



-

[BigCJ]

Well, for eb/pp I usually put that I will only ship to confirmed addresses.
And that if they want me to ship to another address, they need to go into their account and change it to ensure that its confirmed.
Then I take a screenshot of the email(s) requesting the change of addy, the seller protection as well as the change of address and the address they had on file prior.

Explain to them that you understand that people move, but its against ebay/paypal rules for you to ship anywhere but to where they have it on file.

If they get belligerent or leave negative, then you have fuel to win the dispute simply because its against ebays rules to do so. (Buyer asked to ship where I do not ship too. Or something like that)


As for amazon, I have no clue.

[invince]

Get these around 1 in every 100.
Usually they contact me after I sent it as i send within 24 hours.
Items just return to me and half of the time buyer will complain and ask for refund.
And the other 50%, the buyer didn't even contact me.
I guess they disappeared...

[JamesNorth101]

I do get this with some eBay buyers. I just tell them that I can only ship to the address registered on eBay for insurance reasons.

[Dmshark25]

For Ebay when they ask I tell them I can only shipped to their Paypal address and they need to change it. I had one person on AZ give me a wrong address and than complained they never received the package but admitted they gave the wrong , address

In the end if the customer is not happy regardless of any fragile rules in place , I just eat the loss and move on , it's all a cost of doing business, and I do everything to keep 100% feedback .

As long at the end of the day I'm making money I just put this stuff in a category as just another business expense , and never get worked up over it, I don't even skip a beat. Customer wants a refund I send it to them and even let them keep the item, and turn an almost def negative feedback into a positive , their happy I'm happy everyone wins

[rsot]

@lyl797, moving forward - a good tip (up to you to accept or not) is if you get these kind of change in address orders, cancel them and move - msg the buyer that you cant risk the loss / problems this may cause - you might lose some business and get some irritated buyers but you need to focus on your profit margins...these cases and losses do add up

Just wait a bit more...some more heavy hitters will come in with replies...just you wait

[lyl797]

I really apprecite all the responses from you guys !!!
You guys are the greatest !


-

[JamesNorth101]

We try

[x2ruff4u]

This should be covered in the terms of the listing. This way no one gets confused or upset.

Originally Posted by rsot

@lyl797, moving forward - a good tip (up to you to accept or not) is if you get these kind of change in address orders, cancel them and move - msg the buyer that you cant risk the loss / problems this may cause - you might lose some business and get some irritated buyers but you need to focus on your profit margins...these cases and losses do add up

[rsot]

Originally Posted by x2ruff4u

This should be covered in the terms of the listing. This way no one gets confused or upset.

Good point - can clearly write it out.

[john456]

My case is slightly different. I receive a complaint or an insult that they did not receive the package. First thing I ask if their address is correct.... and I get the typical "I moved but paypal did not save my new address"

I usually eat up the loss and resend an item for free. The lost item sometime get returned 3 to 6 months later.

If the address seem funky I also send them an email to confirm address before shipping.

J.

[newjerseymax]

I have had this a 3 times turn into a ebay dispute recently. 2 of 3 they issued a refund, however my account was not charged and the 3rd I lost.

[rsot]

What happened in the 3rd case that you lost?

[GreenBean]

Originally Posted by john456

If the address seem funky I also send them an email to confirm address before shipping.

J.

So important to do that.

Funky can mean a lost parcel.

That means a loss for me.

I try to avoid that.