What is the right thing to do?

[Babiease]

I received an order from South Korea and it went out without an issue. Now about three weeks later I receive a convo that she hasn't received her order because she didn't give me the right address. She expects to ship another order to her. That would be a great loss to me. I'm suspicious of her already. Any advice?

[Former_Member]

She gave you the wrong address, if she expects another order to be sent, she should pay for another one. I wouldn't expect someone to send me something for free if it was my fault.

[StuckOnSilver]

I'd share this with etsy admin.

[Babiease]

What is the best contact etsy admin?

[Former_Member]

I agree with Annette.

[LIMASCRAFTS]

I agree with Annette, you don't have to pay for other people's fault

[hipposdream]

Correct , it had the same.
I contacted the customer , explained and she was more the willing to pay the extra shipping cost ( the other package returned to me).
Of course I waited up untill return ( I sell vintage items and it was a unique peice). I even received positive feedback afterwards.

[TerraRhapsody]

Eek. Makes me want to run a mile. Contact an admin and also let your customer know that you do not replace items for such reasons.
If you've not got anything in your policies about such an eventuality, i.e. the customer being at fault in such a way , then be sure to add a policy regarding it- making sure of course that it covers you completely.
Best of luck!

[MogsTogs]

Yes I would say that if she gave the wrong address you will wait for the item to be returned to you and then you will resend it once she has paid the additional shipping. Alternatively if she would like to purchase the items again that will be fine.
I'd also suggest that she goes to the other address and asks about the package.

But good idea to contact admin.

[WebAndRock]

It seems to me that this is a personal decision on how to run your business; Etsy is a selling venue, not sure why administration would need to be involved?

I agree with others that it is not unreasonable to expect the customer to pay for a reshipment.

[twowhiteowls]

Might be a scam. If she does purchase again make sure she has corrected her address on etsy and on paypal (if she paid thru them). I just read this thread ystd: https://www.etsy.com/teams/5002/etsy-success/discuss/12616224/page/1/

and there is a link to this article: http://etsyentrepreneurs.blogspot.com/2011/06/latest-scams-etsy-feedback-system-that.html

Apparently, if you send a shipment to an address other than the one on etsy and paypal and they report it lost. You will have no recourse and will have to give hem a full refund.

[Former_Member]

I'm not really sure how to handle the situation, asking etsy, I think, is a good idea.

More than anything, whenever I've had issues come up (very few thank goodness) I've taken them as learning experiences and have made sure to mention various policies in my policy section to protect the buyer and myself.

Good luck and hope it all works out!

[TreeCraftDiary]

Did you ship with tracking number? Maybe you could track what is the current status of the item.

[threestonebirds]

I'm confused as to why everyone is suggesting she contact an admin since I don't see that they could do.

I would simply tell the customer that since the mistake was on her part, she will have to repurchase the item. You worked with the information you were given, and can't be expected to correct her mistake.

[Former_Member]

My very simple solution is this.

If I've made an error in shipping, I'll reship at my expense.

However its up to the customer to provide me with their correct address. I'll reship the item in these cases but the customer will have to pay for it, product and all.

[PrairiePrimitives]

Yes, if the customer has admitted giving an incorrect address, she should not be expecting you to send another item ... and have you lose $ on the transaction. Always, always, ALWAYS ship to the address provided by PayPal or Etsy Checkout.

[MythOfTheWild]

Scam.
I've read about this.
Paypal states that under no circumstances are you to reship the product unless they pay you for it. If it was a real error then they should be willing to pay for it to be reshipped. If they're not then they'll probably try to get their money back through Paypal, leaving you without product and without pay.
Be careful with this one.

Ask them to pay for the item to be reshipped. But also think: was your address on the back of the package? If it was then it should surely be returned to you. Personally, I'd wait for a week, then reship it, explaining that you'd like to give the parcel the chance to return to you before replacing it so that you don't lose money yourself - you're a business, afterall.

3 weeks is an awfully long time to suddenly say you changed your address. It's the sort of thing you notice after a day or two, not 3 weeks.

[rhodyart]

I did that once with an off etsy vendor. I had recently moved and hadn't yet changed my address in my account. I didn't realize this til I saw my email receipt. told the vendor, they tried to catch UPS but the item was left at my old address and there was no way I could retrieve it. I didn't ask them to give me another order, it was my error. I reordered the stuff. If this person is asking you to resend without her paying for it it's a scam especially since she waited so long.

[MorganRalstonArt]

I recently had a similar issue with a customer. I was certain everything was correct when I added the shipping address to the package but accidentally put the wrong state abbreviation in a follow up email. The customer caught this mistake in the email and took advantage of the opportunity to receive a second item. Everything in the address aside from the state abbrv was correct including the zip code the package should have arrived without issue.

I somewhat reluctantly sucked it up and sent out a second item. I shouldnt have because in the message the buyer continued to insist it was for a painting not a print. Which sounded some alarms for me.

In your case the buyer made a mistake, not you. Though it's tough to say it's the customers mistake and therefore their responsibility, it is the right thing to do. Negative feedback can be removed. Item costs and shipping fees likely won't ever be returned to you.