Buyer wants to change shipping address after purchasing

[amathieson]

I would like to know the proper procedure on how to proceed  with this - ebay buyer wants to have his item sent to a different address than on his original purchase order on paypal.

I know that I don't have seller protection doing that.

Do I refund him his money and then he has to change the address himself on his paypal account and purchase it again? If so, how does that work with the ebay item listing - does it have to be cancelled and by whom? Does he have re-order the original item from my ebay store? 

Any help with proper procedure would be much appreciated! 

Thank you.

[William9 · Accepted solution]

Do not ship to any other address than what the buyer had on PayPal. http://pages.ebay.com/help/sell/cancel-transaction-process.html

[amathieson]

Thanks for the information!

[lancelotme · Accepted solution]

You can ask him to add this address to his Ebay account/Paypal account.

Cancel this order and refund his payment,then ask him to reorder the item from your shop,make sure he chooses the new shipping address.

To cancel the order,go to MY EBAY and find the listing and send him an email for cancellation,once he agrees to cancel,you will get your ebay fee back.  

[amathieson]

Thanks for your help and information! 

Wouldn't cancelling the original order cause a defect on my ebay account? How do I avoid that fom happening?

Should I send him an email first to inform him and then send him a formal cancellation request?

Does it matter if he or I initiate the cancellation/refund?

[lancelotme · Accepted solution]

if the reason is mutual agreement between buyer and seller,there should be no defect.

Or if there is another reason,like address or buyer request unreasonable,no defect.

yes,it would help to do both,email him and ask him to agree to cancel and then send cancellation request,if he wants your item,he would do all of the above. 

[lancelotme]

only the seller can initiate the cancellation request,there is a form ,look under my ebay,find the listing. 

[amathieson]

Thank you so much for your help and suggestions! I will do what you suggested.