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Return address different between official case and seller's messages: how should I proceed?
Summary: gimhanpeiri-0 raised an issue regarding the return address, which differs between the official procedure and the messages received from the seller, asking for clarification on how to proceed. marioelegio took part in the discussion, but no specific solution was proposed or agreed upon.
Good morning everyone,
I opened a return procedure for an item purchased from a professional seller. On eBay's official return page, the destination address shown is in Milan (Via Viterbo).
However, the seller wrote to me privately and gave me a different address in Buccinasco (Via Fermi), explaining that the Milan one is just the registered office and that I need to send it to their warehouse.
I would like to know how I should proceed so as not to lose eBay Buyer Protection. If I ship to the address provided via message (different from the one in the system), is there a risk that the tracking will not be recognized as 'delivered' for refund purposes?
Can the seller update the address in the official case, or do I need to insist on shipping to the registered office indicated by the system to be fully protected?
Thanks in advance for the support!
gimhanpeiri-0
OP4 months agoHi! I wanted to update you because I just contacted eBay customer support directly about an identical situation.
They confirmed to me that if the agreement and the new address are clearly written within eBay’s official messaging, you can go ahead and ship to the address provided by the seller in the messages.
Since the whole conversation takes place on the platform and is traceable by eBay’s systems, Buyer Protection is still covered in case of issues with tracking or delivery.
Hope this helps!
marioelegio
Mentore4 months agoAsk eBay customer service, use the link at the bottom of the page (ask them to call you) ....
https://www.ebay.it/help/buying/returns-items-not-received-refunds-buyers/restituisci-un-oggetto-cambio-di-un-rimborso?id=4041&st=3&pos=1&query=Restituisci%20un%20oggetto%20in%20cambio%20di%20un%20rimborso&intent=swpedire%20reso&lucenceai=lucenceai&docId=HELP1134#section3
They will almost certainly reply that you have to ship to the address they gave you.
You can point this out to the seller by telling them that it was they who put that address (on their account) for returns.
hi
mario