Buyer had me send item to wrong address

Hi all,

I recently sold an item and the buyer opened a case and I am lost as to what I should do. I would appreciate any help!

I sold an expensive item the other week and shipped it to the address associated with the buyers account. The tracking information says the item was picked up from the post office on Friday (8/07) morning.

Today, the buyer opened a case with “item not received” and added in the description that on his own accord and his fault, he forgot to update the shipping address to his new residence, so he has not received the item. He is asking for me to retrieve the package and reship to a new address.

I genuinely have no clue what to do and would truly appreciate any help/insight. For starters, I am confused how the tracking says “picked up at post office”. Doesn’t this mean that he picked the item up since he’s the only person with the tracking number? Moreover, what am I even supposed to do as the seller at this point? The item is out of my hands, and unless I’m mistaken, once it’s in possession of the shipping carrier it is no longer my responsibility. Isn’t that right?

Thanks so much in advance everybody!