Questionable buyer

[CollectiblesbyEmrson]

I hope someone out there can help me. I received an order today from a person and the address that was on the order isn’t where the person wants it sent. They messaged me and asked if I could send it to an address because it’s a gift. He included the address he wants it sent to. But the messages that he is sending me are not staying in my Etsy messages on the app. I don’t know if this is a legitimate buyer and if I should send it to the address he’s requesting. When I try to message through the order where it says message buyer, it’s not sending my messages. It says Etsy can’t send the message. Does anyone out there have any advice?

[Franziska · Accepted solution]

It's never a good idea to send an order to a different address.  Tell him you will cancel/refund and he can repurchase with the correct address.

[TheVintagePineapple · Accepted solution]

Did you check the user profile to see if the buyer still has an account or you get an uh oh page?  Since your messages aren't going thru, it could be that buyer either deleted his account or Etsy did (for being a scammer). 

I agree with Franziska -  whether or not this buyer can be contacted, cancel this order and have him make the address change himself.  Otherwise, you have no seller protection if something goes wrong.

[BagmakerSupply · Accepted solution]

@CollectiblesbyEmrson: If you uncomfortable with the request, just politely tell the buyer that for the order to qualify for Purchase Protection Program, you are required to "Ship the order to the address provided on Etsy". https://www.etsy.com/legal/policy/purchase-protection-program-for-sellers/34509585385 Tell them you will be happy to cancel and refund so that they can reorder with the correct address.

"Etsy messages on the app ..." Best practice is to check messages via a browser - even your mobile device's browser.

[CollectiblesbyEmrson]

Thank you all for the advice!! I am thankful for your help! Have a blessed evening!!

[TheVintagePineapple]

@CollectiblesbyEmrson You're welcome.  Be aware that the ''Disney inspired'' listings could cause some problems for your shop, along with any 'vintage' items that aren't actually vintage (20+ years old), handmade or a supply.

[BeJeweledByDEBORAH · Accepted solution]

Cancel the order which will issue a full refund including Etsy fees, and ask the buyer to reorder to include the correct shipping address on the order. This could be a scam, and if so, you are offered no protection if the buyer then opens a case against you.