Question
There seems to be a years worth of mistakes all rolled up into this one transaction.
Item sold on 4/10 to Canadian buyer. Before I can even send out WBN, they Paypal money. I was a bit miffed at first since they only paid for US shipping but noticed they'd added a note asking me to send it to a US address, not their "unconfirmed" Canadian address.
Figured I was uncovered by PayPal either way, I shipped to US address they requested on 4/11 via Parcel Post w/DC.
On 4/18, I get email wanting to know where their item was. I always send out shipping notices w/the DC info included on the day I ship but people don't pay attention these days, so I check the USPS website which says item was delivered on 4/15 at 2:36pm. I send this info on to customer.
A couple of days later, I send follow up EM to make sure they'd checked on the item. I get EM back saying they checked but item still wasn't there and wanting to know what to do. I tell them to touch base with the USPS location in that town since I don't really know what else to do since DC showing delivered.
Trying to go the extra mile, I look up the phone number of the place they ask me to ship it (it's a store) and discover the address for the store isn't the same as the address they originally provided in their PayPal message. They provided me w/an address in the 400 block and yellow pages has the address in the 200 block.
So, not only has it been shipped to an unconfirmed address, but they provided me the wrong address to begin with. And, I'm sure I'm dead in the water if they file with PayPal.
I really don't know what else to tell this customer. He provided the wrong address, shouldn't he check with the place in the 400 block or check with the local post office? I don't really see how I can do much from half way across the country.
Suggestions?
Answer
What is at the address you did ship to?
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Tell them the address they gave you is not the address of the store and see what they say. They should go and check that address.
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I'd just email the facts to them in a non-judgemental sort of tone, saying you'd tried to follow up from your end and had noticed the address given was evidently typo'd. Quote exactly what they sent you so they can verify the mistake for themselves. Suggest they, or the correct recipient, visit that wrong address and see if the package is there. Mention that if it got sent back into the postal system as "addressee unknown" it might now be stalled for a while and eventually returned to you. I think stuff like that sits in a pile somewhere waiting for a human to look back over the address labels.
If you have any listing or notification text that suggested optional insurance which was declined by the buyer, you might mention that. Perhaps say you feel bad about the delay and possible loss but don't see how you did anything wrong since you were given typo'd address information. Maybe. Maybe even that explicit is best left unsaid.
If this buyer has reasonable feedback and has been polite, no need IMO to assume they'll bust you with the PayPal fine print. Good idea to resign yourself to the fact that you're busted IF the buyer is unreasonable, but in fact a great many people turn out to be rational. If they do bring up PayPal "delivery guarantees"... at THAT point I'd try to appeal to a sense of fair play, explicitly say, "Well, is it fair to nail me for a loss here, you can see you gave me incorrect information? You can, I guess, if you file a complaint, but is it FAIR?" Or something. But I'd not do that until and unless an explicit escalation of attitude appeared from the buyer.
Of course, don't leave any FB until this is resolved, but don't mention FB to the buyer either.
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commentary,
Don't know what's at that address, just that it obviously showed up as a valid address. Not sure how to even check based just on an address.
python,
I forwarded back to him the original PP email showing his note asking me to ship it to the US address and showed where he sent the incorrect address (mentioning, as politely as I could, that the address wasn't the one shown by yellow pages for the store name).
I just don't see how much more I can do from my location given that I shipped to the address HE provided and the USPS says it's been delivered to that address. Seems to me that he needs to check w/both the address and the local post office to see if one or the other has the package.
He's a newbie and I'm trying to stay helpful and patient even though his emails have been terse & testy. Curious to see what his next email will be since it's obvious now he gave the wrong address.
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Try a reverse address lookup and see if you can find a phone number. It may be a commercial establishment. See if you can call them and ask about the shipment. They might have given back to the postman the next day and it may be coming back to you.
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Thanks, commentary.
I also pulled the phone number for the post office there so I can call them on Monday & see if they can help out.
Think I'll make it standard practice to check all addresses in the future if they are unconfirmed or want it shipped somewhere else. Great example of no good deed goes unpunished.
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Weclome back
Wasn't it more relaxing when you 'retired' from eBay?
Your problem was shipping to a Canadian in the first place - all of whom, I believe, have unconfirmed addresses.
Good to see you
Bill
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Originally Posted by Bill
Your problem was shipping to a Canadian in the first place - all of whom, I believe, have unconfirmed addresses.
Bill
Does PayPal confirm any International addresses?
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Hi Eventer, Welcome back ...nice to see you!
Karen (aka toystover)