Package Sent to old Address

[WildflowerSalvage]

I need a little advice...
I recently mailed out a substantial order to the address that was given to me at check out. I added tracking to this order. The customer contacted me saying she did not receive the order. The tracking said the item had been delivered 4 days prior. After many questions, she then asked where I shipped the order. I sent her a copy of the receipt with the shipping info on it. She responded that she hadn't lived at that address for 3 years. She also said she had ordered something else on Etsy and it found her just fine. I believe she contacted her old address and they said they shipped this back to me....
I have yet to receive the item, I am sure shipping will be due, and she wants me to reship. Obviously I can't do this without additional shipping. Any advice. I really do not want any bad feedback, but do not feel this is my fault in any way.

[Former_Member]

Was this address the one listed in Etsy as her shipping account?

[ParadiseChicJewelry]

That's too bad, I am not sure what to tell you, because if that is the address she had the last time she ordered something I would think the same thing would of happened. I have heard that some have a different addresses in the paypal versus on Etsy, but I am not sure how that works.

[Former_Member]

I've got a package that's come back to me once already in SouthernTwisted, and I think it may be coming back again. I've left it up to her as to whether I try one more time or just refund her money.

Sometimes you gotta go the extra mile, even if it means losing money. I had a problem over Christmas in this shop with a stolen package. I made a new one and off it went. I may have gotten bilked, or I may not have - the second one had signature confirmation on it, though. :P

And it is THEIR responsibility to change their address in PayPal - Etsy doesn't automatically update that one. The other package got to her because the seller saw the address discrepancy and sent it to the Etsy address, not the PayPal one.

Always double-check the addresses, and if you have a question, convo or email the customer. It'll save a lot of hassle.

[LittleBitsOFaith]

I have no answers or advice...just hopes that you can resolve this simply....I would think if that were the address on the etsy/paypal, she would be responsible for extra shipping charges....I really do wish you the best....

[WildflowerSalvage]

There wasn't a difference in shipping addresses. Both showed the same address.

[WildflowerSalvage]

I always use my Etsy invoice for shipping! I shipped to the address on both the Etsy receipt and the paypal receipt. I also do not see any feedback, and am a little unsure if there was another Etsy purchase or if this was just said. Shipping was $15. Coming back will be $15 and resending will be $15. Shipping total $45. Yikes...

[MythOfTheWild]

This is entirely her own fault. Did you use the address that Etsy gave you, or the address Paypal gave you? I always use the address from Etsy - maybe that's a mistake - but as a buyer and a seller - hell, as an internet shopper - it's your responsibility to update your details when they change. This is so far from your fault it's unreal. Just wait and see if the items return to you. If they don't, either issue a refund, send replacements, or contact the place that you sent it to. Some people are evil and keep things that don't belong to them. Not many, but some, and when things arrive at someone's door with their address on it, some people seem to think it's theirs, despite the name being different.

[Former_Member]

Wow, that's a tough one. You have a copy of the receipt with her old address on it so it's clearly her fault. If the people at the old address refused the package (sent it back without opening it) will you still be charged for return shipping? I've done that myself but don't know if the sender gets charged by the post office for returning it. I'd tell her she's responsible for a second shipping charge because she failed to update her address. Seriously - after 3 years she still hadn't done it?

[Former_Member]

Then you can tell her you'll cancel the sale and refund her the money, unless she wants to pay you again for the second shipping. I mean, be nice about it, but suggest it to her.

And I wasn't trying to give you a lecture so much as just let you know what to do in the future - this sounds like it's totally her fault, and you shouldn't have to eat that much shipping. If she won't pay up for the shipping, kindly but firmly tell her you will be refunding her money and cancelling the transaction. Sometimes people pull this stuff to get free items or just to leave negative feedbacks. Don't stress too much - I've had some seriously weird situations turn out just fine.

[WireHearts]

This is a difficult one...Just a suggestion...what if you offer to split shipping cost? That way you don't have to pay everything and she might feel you are accommodating her too. You'll still loose money, but you might keep a customer and hopefully good feedback.

Good luck.

[WildflowerSalvage]

What do I do if the item is not returned to me. I sell vintage and this is a $70 item?

[Former_Member]

If the item isn't returned to you and she claims she hasn't gotten it, you have to refund her. If she paid with Paypal, she can file a claim and they will refund her money whether you want to give her a refund or not. It sucks but that's how it works.

[Former_Member]

Ugh. Someone claiming a different address than what matches both PayPal and Etsy? Sounds like a scam. :(
I would tell her that you shipped to the address as listed (on both accounts).
Let her know that when the item gets back to you, you will message her and see if she wants it shipped again. I would also let her know that you always ship to the address as listed. And that she should updated those prior to you shipping again.
Good luck!!!

[JaneStaufferPaperCo]

Bring Paypal into this. They have a resolution page where it can be a friendly exchange regarding problem.
The buyer has to respond too.

I used it on something I did not receive and made it clear from the start that I did not suspect the sender was being dis-honest.
All turned out well...and I gave my seller a positive on the sale...and made no mention of the lateness of the product which was due to overseas mail slowness.
Try it!

[Former_Member]

I suppose this is as much a question as answer...If they pay with PayPal and you send it to the address verified on the PayPal receipt doesn't the seller protection kick in? If you sent it to the address she provided on her PayPal account and obviously had to verify at least once while checking out, you should be protected by PayPal if the delivery to that stated address is confirmed by USPS (or whatever service you used)

Is that correct or am I mistaken?

[TheWhimsicalMuse]

Katrina Laflin from AnandaBijoux says

I suppose this is as much a question as answer...If they pay with PayPal and you send it to the address verified on the PayPal receipt doesn't the seller protection kick in? If you sent it to the address she provided on her PayPal account and obviously had to verify at least once while checking out, you should be protected by PayPal if the delivery to that stated address is confirmed by USPS (or whatever service you used)

Is that correct or am I mistaken?
___________________________

That's my understanding. You as a seller get to decide what the right thing is for your business in a situation of this nature.

[Former_Member]

If you're still really confused, call PayPal and ask them - they'll help you. SEriously, they're pretty great.

[WildflowerSalvage]

Thank you much for your help. My customer is being very kind and not demanding anything, I just want be ahead of the game in the event things change. I do not plan on refunding unless my item is returned. I have a confirmed delivery to the address that was supplied by the customer. I don't know of a business that refunds confirmed deliveries without the product being returned. As of now, my customer is just hoping it finds its way back to me..

[Former_Member]

I had this happen to me as a buyer just recently and I was the one who caught the mistake which was my own. My paypal account had the wrong address and it too was over 3 years old. I told the seller that IF the item was returned Iw oudl pay shipping to have it reshipped to the updated address. IF not, to please make another for me and list it and I would buy it again as it was totally my fault that my address was wrong.

As a buyer, its her fault, let her pay shipping. As a seller, I would offer to ship it to her again if she pays for shipping again. It worked out nicely for me and the buyer.

I would NOT ship it to another address at my cost. I dont care if you lose that customer. Its not worth it to spend $30 on a $75 item. If she cant be responsible enough to make sure her address is correct and then to make sure she offers to pay the extra shipping, its not worth your time. But thats just my opinion and you may find your buyer is just as understanding and sheepish as I was.

Good luck in any event!