To think missing package is not my responsibility?

[Buyerbuyer292]

I honestly can't imagine that I am being unreasonable but we'll see.

I own a business which sells handmade products both in the UK and internationally.

A customer from the USA has purchased an item and I have shipped it.

They have now contacted me saying the tracking is saying it's in the wrong place and when we've looked into it, the item was sent to the wrong address because the customer had input the incorrect address when ordering.

When I pointed this out and said we'd have to wait for it to be returned to us they told me that as the address THEY entered isn't actually a real address we should have picked it up. I have responded that unfortunately it is their responsibility to ensure the correct address is entered when placing the order and, though I will contact the shipping company to see if there is anything I can do, we may have to wait for it to be returned.

I can't believe they are trying to imply it's my fault for not knowing an address in a country half way across the world isn't actually a proper address and therefore I should have picked up on it. How about putting your own address in correctly?!

Sorry for the rant. I hate people sometimes!

You are totally correct. It's their problem.

It’s not your responsibility but I’d make every effort to try to get it back because Americans love a charge back

I think your responsibility depends, to some extent, on how the item was ordered. If you have a website and the order was accepted via that with a non valid address I think you have more responsibility than if, say, they emailed you with their address in the format of their choice.

they told me that as the address THEY entered isn't actually a real address we should have picked it up.

What? That seems so batshit?! So many questions. Why didn’t they enter a real address? Why do they think you should have picked up on it? Was the address Bugs Bunny, Bunny Lane, Bugsville?

I'd say you have entered a sales contract with the customer and posted the item as instructed on said contract.

They can't write their own address and are blaming you because the one they supplied doesn't exist? I'd be sending over some links for cognition impairment improvement exercises. Lol.
No seriously, they are clearly at fault. Contact the shipping firm by all means but you don't need to refund or resend it till old one comes back.

You contracted to send it to the shipping address they provided. You completed the contract. It’s not their problem.

if they try to chargeback, contest it.