The buyer provided the wrong address.

[bestlamme]

Hello,

the problem is the following. As the tittle states the buyer provided the wrong address and therefore the item was returned back to me by the post. I contact the buyer saying that the address was wrong because it was not possible to deliver the package. He reply with the missing door number of the address. However, I asked him that it would be fair, because it was not my fault, that he provide me with the additional shipping cost (5€) so I could send it back to him.
The next day he opened a dispute against me stating that the address was correct in the paypal invoice, which I already proved to him that the door number was also missing there.

I want to close this situatian by refunding him. However, when I try to do it, ebay gives an error message stating that tehre was a problem and I should contact paypal. The amount is already on hold in my palpay account. But I really don't know what to do.

The buyer is not replying to my messages. What should I do?

I am really sorry for the message to be in English. Feel free to reply in German.

Thank you very much.

[warenallerart2017-3]

Hallo,

Logge Dich bei PayPal ein, rufe dort die Transaktion auf und lade den Sendungsbeleg hoch.

Zusätzlich solltest Du PayPal mitteilen, dass die Hausnummer bei PP nicht hinterlegt wurde und die

Versandadresse ebenfalls hochladen.

[bestlamme]

Thank you very much for your reply warenallerart2017-3.

I checked and if I go to Help>Resolution Center I don't have any case listed. So, I guess, I cannot upload any information to close the case. Or there is something that I am missing? I want to close the case, but I don't know how.

[excludio]

@bestlamme

When the buyer opened that dispute on Ebay,
you should find it there.

Try to find a solution by loading up tracking number by reading this:
http://pages.ebay.de/help/pay/upload-tracking.html

[bestlamme]

@excludio

Thank you very much. I include the tracking when I sent the package. However, when solving the case on ebay side I included again, following your tip.

Anyway, still no replay from the buyer. I contact the paypal to see what they have to say, maybe they will free the refund.

[excludio]

@bestlamme

Ebay won't close this case.
When a buyer escalates a dispute,
buyer and seller have 10 days to come to an agreement.
If this won't happen, the buyer can ask the support to step in after 10 days.
I guess, THEN the support will see your tracking number,
close that case and then you will get your money.