what do you do when customer puts wrong address?

[lippybrand]

Hi, What do you do when customer gives wrong address?

I sent the package and it was returned to me. I politely asked if she has a updated address and she instantly responded with an address only.

Do I just resend it and pay for the 2nd shipping myself?

[LovgrenandDaughter]

My suggestion is not to read into her message. She may have not read your message and was texting in the supermarket.

Just send a nice message saying, that you have already sent the item once and the second shipping price is $____. and ask her how she wanted to handle the additional postage. Or, depending on your profit margin, is a loyal customer you might create worth the shipping price?

I would probably vote that trying to collect a second $3.95 not worth the time and hassle and send it to her again.

let us know how it goes :) K

[MerceryMerceryMe]

She may have felt silly for not giving you the right address.

I agree with Kristin; I would just pay to ship it, and let it be over and done with.

[Former_Member]

The only time I would ask for a customer to pay shipping again in a case like this is if it is an item that is very expensive to ship, 10 or more dollars.

[Mollymoojewels]

I agree with all, if it's not too expensive to post, just send it again to the new address and be done with it. Frustrating as it is, it's not worth the hassle.

[Former_Member]

Amy,

Sorry you had that happen.

What you might want to do in the future is send a message confirming the order and thanking them for the sale, then add a shipping date to the address to confirm it so that if it is incorrect they can respond with the correct address before shipment. I often do that.

Cocokate

[Former_Member]

One thing I do to try and prevent things like this from happening is when I get each order, I write a message to the buyer saying
"Hi,Thank you for buying from *****. Your package will be sent on **** to the following address: ***.
This way they have a chance to correct if anything is wrong. :)

[lippybrand]

Thanks all! With many sales each day I feel that it would be to time consuming to confirm address with every customer.

Sorry- I am so busy that I often start threads and forget! In this case I decided to pay the the 2nd shipping charge. But then I thought I wonder if I just add a note saying "new address" with the new address on it if the post office would resend it. So I decided to try it. That was on Saturday and I did not receive the package back in my mailbox to day so I am hoping it worked! :)

[MythOfTheWild]

On one hand I believe it's her fault for supplying you with the wrong address, but I know for a fact that if I was in your position, I would pay the postage myself. The reason for this is because it is easy to forget to update your address if you buy from many places. Paypal especially is easily forgotten, because anywhere you use Paypal, you probably have to put your address into the website you're buying from anyway, like here on Etsy, so people who ship to Paypal addresses are more likely to get it wrong than with Etsy addresses.
It was a mistake on their part, yes, but at the same time, it is your responsibility that they receive their parcel. It doesn't make much difference in my mind what the postage cost is, either. If it's £1, then it's too little to bother them over, and it's something I could easily afford myself. If it was £10, then I don't want to pay that, because I couldn't, but the customer really wouldn't be pleased having to pay double shipping. If it was the latter, though, I'd probably request half of it since it's expensive and their own fault.
$4, however, I don't believe is enough to bother them over, but it depends on your products and profit margin.

[Former_Member]

When I get packages sent back for any reason, I'll let the customer know immediately.

In the case of an incorrect address I'll say something along the lines of

""""The post office has returned your XXXX that you purchased on (insert date here) that was shipped on (insert shipping date here) because the address was incorrect.

Could you please verify that the address that you provided (list address here) is in fact correct? """


If its a customer error, depending on the cost of the shipping I'll either reship on my dime or suggest that we split the cost of the postage.

If its my error I'll pay the shipping.