Paid DHL return from Portugal due to incorrect address / How can it proceed now? | Seller Lounge

recordspeed · 2026-02-19T13:07:47.375000Z

Hello dear community, short and sweet: Buyer has entered an incorrect delivery address. Here are excerpts from the shipment tracking: Thu, 22/01/2026, 14:51, PortugalDue to an address error, the shipment could not be delivered. The shipment is being returned to the sender.Fri, 09/01/2026, 17:01, PortugalThe shipment is ready for pickup at a parcel shop. More information about the shipment status can be found here.Fri, 09/01/2026, 14:30, PortugalThe recipient was not present. The recipient has been notified.Fri, 09/01/2026, 08:36, PortugalThe shipment was loaded into the delivery vehicle.Fri, 09/01/2026, 07:57, PortugalThe shipment is being prepared for delivery at the delivery depot.Mon, 05/01/2026, 13:50, PortugalThe shipment could not be delivered. More information about the shipment status can be found hereMon, 05/01/2026, 03:44, PortugalThe shipment has arrived in the destination country/area. (Homepage / online shipment tracking: ) Meanwhile, the package has come back to us.We paid €10 for the return shipment. The buyer has since gotten in touch and says they did not receive any notification from DHL and that the delivery address is correct. They are asking for redelivery. But the stored address is not correct. 1 letter in the street name is definitely wrong. Delivery address provided by the buyer: „Rua Almeida Carvelho“It should be: „Rua Almeida Carvalho“ Small difference, big effect. My questions are: how do I now proceed correctly in the 2 possible scenarios: 1. Buyer requests cancellation.How do I refund the purchase price minus outbound shipping costs and return fee? 2. Buyer requests reshipment How can the return fee and the new shipping costs be paid?That's hardly possible via eBay.How can the buyer correct the incorrectly stored delivery address in this case? Of course, I'm concerned that if the buyer opens a case for an item not received, I'll suddenly be left with a big loss. So far, the buyer has not opened a “case”.I've been on eBay for 20 years now, but I haven't had a “case” like this before, so my lack of knowledge. I can't see which staff member is online. So please tag / forward.

Discussions

Paid DHL return from Portugal due to incorrect address / How can it proceed now? | Seller Lounge | eBay Germany