AuctionBytes Blog
Covering auctions, collectibles and marketplace selling.

AuctionBytes Blog The AuctionBytes Blog has been giving a voice to online merchants since its launch in 2005. Named one of the world's top 30 blogs in 2008 by "Blogging Heroes." Weigh in with your thoughts on the joys and pitfalls of selling online.
Wed Nov 10 2010 22:13:20

Which Shipping Address Should You Use-eBay or PayPal?

By: Ina Steiner

Sponsored Link

If you are getting ready to ship an eBay order but the ship-to address does not match the PayPal ship-to address, which address should you ship to? This is an issue that eBay sellers sometimes face - mismatched shipping addresses - and it matters, because eBay offers sellers protection if they follow the proper procedures. On Wednesday, ShipRush Product Manager Rafael Zimberoff urged eBay to clarify the issue through a post on the ShipRush blog.

Zimberoff said it's not a common problem but sellers do worry about the issue. The eBay site states that the seller may ship to either ship to address and that sellers are protected as long as they ship to either the eBay or PayPal ship-to address. But PayPal's website says sellers are protected only if they use the ship-to address provided by PayPal.

In the event the buyer files a claim, dispute resolution will be handled by either eBay or PayPal, Zimberoff wrote - and the seller does not control which one is used. This eBay page states, "eBay Seller Protection covers claims filed against sellers in eBay's resolution process. For claims filed against sellers in PayPal's resolution system, PayPal Seller Protection applies instead. Buyers may not file claims in both systems; whichever one the buyer selects must be followed through the course of the claim, and closed claims cannot be re-opened on the other system."

In his post, Zimberoff asked that eBay fix the language on the PayPal website. "The entire problem is solved by simply adding a few words to the PayPal web page to say that Seller Protection applies as long as the item is shipped to either the eBay or PayPal transaction address. Five or ten words on PayPal.com and this is solved."

Why a shopper would have one address filed with eBay and another with PayPal is somewhat of a concern in itself - these days, just having an open dispute filed with eBay or PayPal counts against sellers. Proactively fixing inconsistent addresses would be even more useful!

Note: we're working on an article about holiday shipping tips - more sales, less frazzle - send your best tips to ina@auctionbytes.com


Update 11/13/10:
ShipRush published a followup post on its blog.





Comments (54) | Permalink

Readers Comments

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: buck efay

Wed Nov 10 23:11:13 2010

Or they could just require their customers to register real addresses. Time to come up to the industry standard Ebaypal. This is the only Ecommerce site where any crook can register any fake info abnd get an account. It's easier to get an Ebay account then a Facebook account. And Ebay doesn't care because Ebay PROFITS FROM FRAUD & THEFT! If they had real users with verified info, no more chance to steal sellers discounts, no more chance to steal Ebay/ paypal fees when some BUM lies on a claim, no more free money from sellers too cowardly to file UIDs! I think the theft & fraud is the only thing keeping these dirtbags alive anymore.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

This user has validated their user name. by: Pete

Wed Nov 10 23:16:34 2010

Oh come on how are all the eBay fraudsters going to get by with one address for eBay & Paypal, this is all part of their scam game.
Until eBay INC make confirmed address for ALL buyers mandatory sellers will always be the losers
It should not matter which addresses are registered on the complete eBay platform as they are all linked to the same buyer and any seller protection should cover the full spectrum of buyer address registered

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: another side of the coin

Wed Nov 10 23:36:32 2010

I'm always at a crossroad when shipping items anymore. It has been drummed into all our heads for years to use the address on Paypal for a "chance, hope & prayer" at seller protection. I really don't like to go through eBay to ship because my feeling is it in some way encourages buyers to open claims in the Resolution Center. I know eBay is trying to steer sellers away from Paypal shipping but I don't think they will success as long as they have this open claims counting against sellers.

Also an annoyance I have going through eBay shipping is the size of the label. I find I have to constantly adjust with every label going through my printer since it prints too small. I have to always click on the adjustment button.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Rick1313

Thu Nov 11 02:10:11 2010

Not too long ago, on another AB blog, I posted about this very potentially serious issue.

No one seem to be interested and no comment was made.

I am glad that AB has brought it to the forefront.

It is one example, and  I keep hammering on it, that shows the bad faith that the PARENT COMPANY, eBay Inc., uses in their business dealings with sellers.

They know that many of their sites have conflicting information/requirements that put seller in a potential lose/lose situation.

As stated above, eBay.com says that you can ship to buyer's shipping address even if it conflicts with the address that is listed with PayPal.

PayPal says no, you have to ship to the mailing address on PayPal.

Add to this the fact that PayPal says that seller protection is automatically lost if seller allows buyer to redirect the mail. EVEN IF IT SHOWS AS BEING DELIVERED TO THE REDIRECTED ADDRESS.

Meanwhile, the BUYER PROTECTION POLICY does not have such a clause (yet?) in place.

If buyer opens a redirected INR on eBay.com, they lose if it shows as being redirected.

If buyer opens it on PayPal, they win even if it says it is delivered.

Ina asks why there is no coordination between the two eBay,inc. sites.

The answer is quite simple. It is because PayPal is responsible to the credit card companies (and thus the mailing address that buyer has registered with CC) while eBay.com (or any eBay,inc. site) is NOT responsible to credit card companies (they do not handle the monetary transaction between seller and buyer).

PayPal throws their liability to credit card companies onto sellers in their bad faith UA, via chargebacks and having to take PayPal to court is you want to find out how they defended ''your interest'' in a chargeback claim.

Look at PayPal's UA. Nowhere do they say that buyer is responsible to make sure that the mailing address on file has to be accurate or else buyer loses their protection, not seller.

On the other hand, eBay.com cannot say that sellers should just ship to the mailing address on PayPal because not all sellers take PayPal.

If a seller is just using Moneybookers, eBay.com can only use the address that buyer has listed with eBay.com to give seller ''protection'' as they have no control/access over the buyer's information on Moneybookers or their policies.

Also, eBay,inc. wants to mention other payment processors as little as possible on their site literature, therefore giving the allusion that everybody should be using PayPal.

eBay,inc.'s liability in the matter is heavily in favor of sellers given the conflicting information.

--------------

As an off-topic comment (to Ina's blog, not my post), I'd like to mention something I discovered a few days ago.

I was looking at the feedback of a couple of sellers who did not have PayPal as a payment option.

When I clicked item link on the feedback page, it did not bring up the item.

Instead it just gave me a page of similar items to purchase with no access to the sold listing.

I do not know if everyone sees such a result, but it would appear that eBay is trying to hide the fact that a seller made a sell without having PayPal mentioned in listing.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: unaware This user has validated their user name.

Thu Nov 11 05:36:41 2010

Yes just five or 10 words added on PayPal would fix the problem... isn't that true with most problems we have with eBay and PayPal? With just a little bit of work on THEIR part, couldn't many problems be fixed? As I have stated before, most, if not ALL of the business problems I have encountered with eBay and PayPal transactions the last several years have been problems THEY have created or could have easily solved. They keep pushing and pushing for ME to perform better on eBay but clearly I am doing all that I can... customers are HAPPY with MY products and service... the things that have caused the most headaches for the last several years (both for me as a seller and for my buyers) have been clearly problems caused by eBay/PayPal. It is time for eBay/PayPal to drink their own Kool-Aid... if they want a better commerce site and buyer experience they had better look in the mirror and fix their own problems first.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: AddressConfusion

Thu Nov 11 07:44:18 2010

 Different buyer shipping addresses are not that uncommon.
I see at least 5% of my orders go through that way.
eBay and PayPal have separate address databases,
and, ebay has several address fields.

 When a buyer changes the wrong ebay address field
in their ebay account (their registration/contact address
instead of their ''Primary shipping address'', for example),
that's one way that the different address problem can occur.
(See your ebay ''Account'' tab, then click on ''Addresses'')
 ... OR, buyer may may only put an address change through Paypal,
not realizing that ebay still points to their former address.
Likewise, a change to ebay shipping address only, and not Paypal,
will cause the 2 different addresses to be shown to sellers.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Return To Sender.

Thu Nov 11 08:03:56 2010

We would use the name/addess paypal provided ALWAYS, no exceptions. And any "noise" from a buyer to ship to Aunt Suzie in Walla Walla Wash or whatever different address would get them blocked and no answers to their email questions. We have to crack down on bad buyers - ebay loves bad buyers.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Neil

Thu Nov 11 09:50:30 2010

''The eBay site states that the seller may ship to either ship to address and that sellers are protected as long as they ship to either the eBay or PayPal ship-to address.''

This is INCORRECT. The PayPal address and eBay order details address always match. As long as the seller the ships to either address (they match anyways), they are protected.

The problem arises when sellers ship to the address that comes along with the item sold notification email.

http://pages.ebay.com/securitycenter/sellerprotection.ht
ml
: Sellers are protected against item not received claims by providing to eBay valid delivery confirmation to the address in the PayPal transaction details or eBay order details page.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Tired...

Thu Nov 11 10:08:46 2010

This is such a bunch of S#!T.......
First of all I use shiprush and they get the shipping information from eBay because PayPal will not allow them access to my PayPal to obtain the address there....  With that said if ebay REQUIRES US TO USE PAYPAL then eBAy is responsible for the shipping address and needs to cover the sellers a$$... If a buyer can open a dispute in JUST ONE OR THE OTHER then there is another perfect example of bulls#!t.  eBay and PayPal are one company in the same.  If eBay says you are covered if you use either address in eBay or PayPal then PayPal needs to get off there a$$ and do the same...  You would think if both eBay and PayPal really wanted to prevent fraud then they would match up addresses in both systems and question any buyer why they are different....

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Rupert Pupkin
Web Site

Thu Nov 11 11:07:31 2010

"ebay loves bad buyers."

"We welcome all buyers, even the bad ones."... J.Donothole

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Rick1313

Thu Nov 11 11:58:22 2010

To Neil's post...

The question is... from where is the eBay site getting buyer's shipping address from in creating the order details page?

Is it from the shipping address buyer has listed on the eBay site, or the shipping address listed with the payment processor (remember, not all buyers are paying with PayPal, which is how your post is worded)?

Unless someone can come in and show that they have seen the shipping address differ, from the eBay sold page and the eBay order details page, I will not assume that what you opine is accurate.

It may be the case, but proof must be shown as I cannot find anything in eBay,inc.'s site literature that says from what source they get buyer's mailing address.

Seeing all the buyer's mailing addresses matching, from whatever eBay,inc. source, does not confirm what mailing address buyer has registered with his/her credit card company.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Rick1313

Thu Nov 11 12:07:17 2010

To Return To Sender's post...

This is not about a buyer telling a seller to use a different mailing address than what is listed with purchase/payment.

That is a an automatic lose of seller protection with payment processors like PayPal.

It is about the accuracy of the mailing address that buyer has on file and the ''seller protection'' issue that arises when cross-site info does not match.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Hyacinth Bouquet

Thu Nov 11 13:06:11 2010

VAGUE regulations.
CONFLICTING rules.
CONTRADICTING guidelines.
SUBJECTIVE interpretation.
INCONSISTENT enforcement.
VARYING application.

Wow! With all that, it's little wonder that Sellers have such a difficult time!

Based on what I've seen, if a Buyer wants to GUARANTEE their ease in getting FREE merchandise, the only necessity is having MISMATCHED address information.

Then, no matter WHICH address the item is shipped to, the dishonest Buyer can claim that it was shipped to the ''WRONG'' address... file an INR claim... and get an ''instant refund''.

IT'S SO EASY!! WHAT A DEAL!! FREE STUFF!!

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: David

Thu Nov 11 13:22:58 2010

I'm new to Ebay, selling a few things prior to a cross-country move. Sold an item a week ago, now buyer claims I shipped to wrong address.  The shipping address on the ''Your item sold!'' email I received from ebay doesn't match the shipping address on the ''Instant payment received'' email I received from Paypal. I don't really care WHY the addresses don't match; all I care is that the buyer claims that I used the wrong shipping address and I disagree. (Note also that his address in the Paypal email is ''unconfirmed,'' but this shouldn't matter IMO.)  

Since this happened I've read that I should not use the shipping address provided in the email from Ebay. Huh?? I sold the item using Ebay, the buyer bought the item using Ebay, right?

Ebay sent me five emails related to the transaction: one confirming my listing, three questions, and one confirming that the item sold. The ''your item sold'' email included details of the transaction, buyer name, shipping address, sale price, etc.  In fact, the word ''ship'' is included in the text of the email ten times - the word ''sold'' shows up three times, including the subject line.  That email also included the phrase ''Buyer's shipping address:'' followed immediately by the buyer's name and shipping address.

Can someone explain why I was supposed to IGNORE the shipping address in this email?  It was sent from Ebay, everything else was accurate: item description, price, etc.  The buyer's email is included - is that not really the buyer's email?? Should I contact Gmail or Yahoo for the buyer's ACTUAL email address?

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Neil

Thu Nov 11 14:09:06 2010

@Rick1313

Ebays gets the shipping address from one of the ebay shipping addresses that you can choose during checkout and feeds it to paypal, so both always match.

I buy and checkout on ebay with my work address and it appears as the ship to address on the paypal payment. My work address does not exist in paypal. I have never had a problem.

Like I said, the problem arises when sellers ship to the item sold notification address and no to the order details address.

My opinion is accurate. You can choose to disagree.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: kevin

Thu Nov 11 14:14:42 2010

this is more common than you would think....

We confirm the address with the buyer, but that takes usually a day and then we lose the automatic 5 stars in ship time.  

Another issue is buyers that give a PO box and then request UPS shipping!  By the time that gets sorted out, we are no longer eligible for the auto 5 stars in ship time.  Don't know about the rest of you but this happens probably twice a week to us

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: Neil

Thu Nov 11 14:17:29 2010

@Rick1313 http://pages.ebay.com/help/buy/questions/payment-options.html

2
.
Check your shipping information, and confirm the order details, including shipping and taxes. Then, click the Continue button.

The shipping address has to be chosen at the above step.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: 100tonsofstuff
Web Site

Thu Nov 11 14:21:33 2010

We ship everywhere. But we only require PayPal for international sales. That said, I normally use the PayPal shipping address unless the buyer has a business - why? because with UPS or Fedex the shipping is cheaper to a business location. Plus my customer has a better knowledge that the package will be delivered to the business as opposed to the home in some rural area. As the owner I make this decision but I always mention this option so the buyer can choose. We have had no problems doing shipping like this.

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

by: unaware This user has validated their user name.

Thu Nov 11 14:30:37 2010

It don't matter... we are all on eBay ''Double Secret Probation'' anyway.... isn't this all very silly? For what we pay in fees should these address problems even exist?... don't we pay eBay/PayPal to provide a infrastructure that would give the seller ONE verified ship-to address on both eBay AND PayPal e-mails and invoices? THEY need to fix THEIR problems!  

Which Shipping Address Should You Use-eBay or PayPal?   Which Shipping Address Should You Use-eBay or PayPal?

This user has validated their user name. by: elpereles
Web Site

Thu Nov 11 15:17:45 2010

I use the Paypal address because it is the only one you see directly to print the on-line  postage. Also PP use the USPS to check any Domestic address.

Months ago I have a buyer with wrong address in eBay. Trying to print a postage in PP tells me the error. Contacted buyer about the problem and send to the recommended address from PP. Also the buyer told me that the recommend address by PP/USPS was right.

It is time that PP and eBay work together to implement same address to their common users. But like always we need to wait until the big brand stores in eBay make the suggestion.

Click to view more comments
1 2 3  [Next Page]


Login is required to post comments.
To sign in to leave a comment using your AB Verify User Name, fill in the form below. If you have not yet signed up for AB Verify, or if you'd like more information, go to the Registration Page
.

Login for AB Verify
Be sure and use your email address and password to log in.

 
Email:
Password:
 
 Forgot Your Password?
 Even though you are signed in with the AuctionBytes Blog, you will have to sign in to the EcommerceBytes blog. But you can sign in with your existing AB Verify info.