On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. I had to have an issue resolved earlier this week. Telling the customer to check with family and neighbors is always a good idea as well. What do I do here? The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. I insure now. If the PO can't get it back, you should be able to open a claim. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. Buyer claims item not received, tracking proves delivery. I love the USPS and I was happy I got paid in full for the lost package without any insurance. However, in my case the neighbor says they don't have it. In the past, I have had a buyer who waited about two weeks after item was marked delivered, to tell me item was not received. Order was shipped via Click and Drop, 5th December. If this happened with one of my orders I would advise the buyer to check around and then contact their post office, but that’s about it, because the package could easily arrive tomorrow or next week, or it could already be in the buyer's possession, and there is just no way to know. Press J to jump to the feed. I conveyed this to buyer and eBay, but they still refunded the buyer. Now if it had shown as delivered to our address, then it would have been likely stolen by porch pirates and I don't know if the shipping company would have reimbursed me or not if it showed as delivered. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views EBay sided with the seller despite 6 other buyers making the same claim. Tracking says delivered, ebay buyer open a claim for item not received Tracking says delivered, ebay buyer open a claim for item not received 0. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. Ebay is turning into anover amazon. Replacement carriers are supposed to be trained to do that job. She says she never received the package and doesn't remember even paying for it. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." @askebay on twitter ask them to check into this. I sold a DVD on august 3rd. Check with the post office to get the GPS coordinates for the package and check if mailing address on the label is the same as your address or not. Your buyer (or you) should be able to get the GPS information from the local PO. I’m not talking about a scam, but a legit screw up. The post office kept evading the GPS question for the longest time. They say "Tracking shows item delivered, but I don't have it, want a refund". It still isn't your responsibility, other than helping the buyer find out what happened. Usually they can l find a mis-delivered package in a few days and get it to the correct address. Buyer claims item not received, tracking proves delivery. ), This thread has been locked by the moderators of r/Ebay. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. OP already said that the numbers are showing the item has been delivered If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. That's so strange you've had so many of those. The postal carriers - regular or replacements - have ONE  job. How to Address an "Item Not Received" Claim. I am now concerned ebay will side with them like they did in your case. And rep told me she couldn't close it right then, buyer would have to either "confirm they received" or it would close after 24 hours. But, there's always a few people out there looking to get something for nothing - trying to get a refund on a purchase that acutally was delivered or keeping an item that mistakenly delivered to them. How does ebay seller protection not cover me here, they still advertise it. Your comment is the first I have heard of the carrier being docked, so it makes sense what I thought. I’ve had complaints opened and closed etc. Yep, this is the way to go IMHO. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. I will be cancelling my store subscription once the year is up (next month) and currently dropping my prices significantly to get rid of my items asap. I insured the package at full value. Thanks! By using our Services or clicking I agree, you agree to our use of cookies. Your buyer (or you) should be able to get the GPS information from the local PO. Help for sellers and buyers! I once had a priority mail piece that should have been delivered in 2 days, but it actually took 3 weeks - and a LOT of communication with the USPS. The PO has ONE job. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. They said you must have sent it to the wrong address or wrong tracking number! If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . Items occasionally are lost. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. Items occasionally are lost. I'm done with eBay, this is absurd. There is no real reason for you to offer a refund. Suggested the buyer go to her local PO and ask about it. The postal carriers - regular or replacements - have ONE  job. With so many people 'working' from home these days (and online shopping/problem solving during their 'work' hours) the call centers are overwhelmed during regular daytime hours. You never know. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views Post office error. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! They will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. They have never used wording like that before. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. Item was delivered a few days later. So I have to take an invoice to the post office. If there was a delivery error, someone out of that PO made it. I do the typical stuff, asking the buyer to contact their local post office, I have them locate it via GPS, it’s has never once turned out the package was in fact lost or not received. Any ideas? Threw it in the back of their car and forgot. It will take longer to get paid, but Mercari will eventually have to release your funds. I will also be calling them tomorrow. Your buyer might not have received the package. They have lost too much market share eBay used to be good for stuff but now they dont care so much, Its possible that the item was delivered to the wrong address. According to eBay rules, you are entitled to a refund or replacement item from the seller unless they have tracking information that confirms the package was delivered. Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. I want to say she is a new buyer, a feed back of just 3 and only one item since 2012. If you purchased an item on eBay and the shipment hasn't arrived, there are the steps you can take to try and track it down or ask to get your money back. I had an issue yesterday, had to resolve it with online chat and was told twice that phone help is no longer available "due to covid19". There was a delivery confirmation but not sure how to see it. Buyer opens a case. I really feel this could be a scam. Buyer claims he has not received it. That is the stock excuse the PO uses frequently for not doing their job. Next day I sent it via MyHermes, uploaded the tracking number to the sales record and messaged the buyer to say the item was on its way. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. The post office informed him the item was delivered to the address. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. I did spend hours dealing with it. Let’s see if buyer blinks. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … Buyer escalates to claim Very briefly the story. Re: Item not received- tracking says delivered. Sent me back a box of garbage on my dime. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. It's not letting me file an appeal online either. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. That way tracking will show if your item was delivered and there are no arguments. I responded by saying that the item has been delivered … I sold a DVD on august 3rd. It was a $30 toy, so I didnt insure it. Yes, they should do it themselves, not you. didnt check with other housemates, someone else picked up. Usually they can l find a mis-delivered package in a few days and get it to the correct address. A customer ordered through my website. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! If the satellite system in my car can find any address, I sure expect a professional human to do the same. The PO has ONE job. It's frustrating. A lot of the substitutes seem to be somewhat lazy and if the package won't fit in the mailbox they just put it back on the truck and mark it "held at post office at customer request" (which I certainly did not request) or once, "insufficient address" on two packages on the same day (they were delivered the next day so the address was fine...), instead of walking to the house. I sure hate to see anyone else repeating it as if it holds water. Buyer opened a case and is demanding a refund. rate when the normal carrier isn't on her route. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. Nothing you can do. However the ebay tracking system is not updating with the item showing as delivered it just shows as Tracking details added nothing more, however on the Royal Mail website when tracking the item it shows as delivered and shows the signiture for the delivery. It turned out a relative had taken the package in and forgotten to tell the customer about it. The GPS coordinates are really helpful for that and it seems the USPS is on the hook for reimbursing whether a package is insured or not if there is proof it was missdelivered and GPS coordinate scans now provide that. This does happen. No phone service makes matters even worse. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route. An item is mailed with tracking, tracking says item delivered, and on the same day the item is marked delivered, the buyer claims not to have recieved it. A recent customer contacted me about not receiving an item. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. The buyer even said "Tracking shows delivered" in their initial request. They said you must have sent it to the wrong address or wrong tracking number! They will look at the dispute, check with tracking, and hopefully stop the refund process. Someone else in her household may have bought and received it. It is the buyer's responsibility to either provide a safe spot for packages at the delivery location or have it held for pickup at a mutually trusted location like a … Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. Best to just be as helpful to your buyers as possible. Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. It was delivered August 5th. Hey I'm dealing with the same stuff right now. Same exact situation happened to me this week. This was before I understood about insurance and did not insure it. Cookies help us deliver our Services. That is the stock excuse the PO uses frequently for not doing their job. I sure hate to see anyone else repeating it as if it holds water. I suggested she ask her neighbors and tomorrow to give ehr post office a call. If it's truly happening weekly, I'd change the way I ship. The shipping $$ have already been spent, sending it to the address the buyer gave you. The unofficial eBay subreddit. Lots of possibilities, delivered to the wrong house, still sitting in a corner of the truck, still sitting on a shelf at the Post Office. Sold a video game, says delivered "left with individual". Another possibility is 'porch pirates'. He then said he will open a claim and I received an automated message from Amazon about … If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. Ebay sides with buyer. Order was shipped via Click and Drop, 5th December. I'd honestly like to sue them for breach of contract. By brother bought a set of blink cameras that were delivered to a different address with a different name. @JudyStalus  You are so right. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. I’m so sick of it! Only I didn't get the package. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. Item shows delivered. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. This buyer does more selling than buying from looking at their reviews. If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). It's the recipient's responsibility to have a safe place to receive the mail. @DevaOriginalJewelry  "SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." Customer also confirmed shipping address was correct. https://imgur.com/a/f8ylr5g (here is a screenshot). Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. Buyer escalates to claim Very briefly the story. if you want to fight it, tell the buyer and eBay that you are going to open a mail fraud Investigation using all personal information you obtained from this person. Last week I sold a BIN item for £150. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. Press question mark to learn the rest of the keyboard shortcuts. /r/Ebay It was sitting in the back. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. I called right away to have it closed, as I always did. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Customer claims they haven’t received. 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