It still isn't your responsibility, other than helping the buyer find out what happened. Buyer claims item not received, tracking shows delivered. Buyer claims item not received, tracking shows delivered. Great. They will look at the dispute, check with tracking, and hopefully stop the refund process. The postal carriers - regular or replacements - have ONE  job. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. 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. At this point, it's probably too late. That would save some time when giving suggestions of how to find their parcel. After this, eBay will step in. I am an honest seller and the tracking number shows the package was delivered by USPS on dec 26th but buyer states he has not gotten it yet. I sold a DVD on august 3rd. Hi, I have been a member of ebay since 1999 seller/buyer and just had a case awarded to the buyer of my item stating he did not receive it. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). I feel exactly the same. 1. 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. 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." Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. I insured the package at full value. @askebay on twitter ask them to check into this. Buyer error. They say "Tracking shows item delivered, but I don't have it, want a refund". Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! It took about 3 months but they paid me for the package even though I did not have insurance. We can choose to go the extra mile, but we are within our rights to not do so. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. Item was delivered a few days later. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. Received a message from Amazon saying that the buyer will be filing an A to Z claim… The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. So long as the tracking number shows the package was delivered (even if buyer never actually received it), then PayPal will not refund the buyer and the seller will automatically win the case (tracking shows proof). Buyer escalates to claim Very briefly the story. I do about 30 orders per day plus work full time. Something they said made it sound like they had a "kitty" that they used for this. Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. 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 Thanks. Items occasionally are lost. It's not letting me file an appeal online either. How on EARTH is that is anyway the sellers responsibility??? I'm not sure what I can do to assist her further? If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. Nothing more to do at this point but wait. 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. It will only get worse, we have noticed a uptick lately. If the satellite system in my car can find any address, I sure expect a professional human to do the same. Last week I sold a BIN item for £150. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? Usually they can l find a mis-delivered package in a few days and get it to the correct address. 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. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! 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. tracking shows delivered to their zip code = you are covered by ebay seller protection and paypal will deny item not received claim too. Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. 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. Hi, Thanks for your reply. They have never used wording like that before. ), This thread has been locked by the moderators of r/Ebay. I insure now. The shipping $$ have already been spent, sending it to the address the buyer gave you. 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 . Tracking is no longer in any way reliable. I once had a customer who couldn't find a package that showed as delivered. 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". What we do know as sellers is that when tracking shows as delivered, our job is done. /r/Ebay Customer claims they haven’t received. By using our Services or clicking I agree, you agree to our use of cookies. That is the stock excuse the PO uses frequently for not doing their job. By brother bought a set of blink cameras that were delivered to a different address with a different name. In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. Sent me back a box of garbage on my dime. This is happening AT LEAST once a week! I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. I sold a DVD on august 3rd. Buyer opens a case. Told the buyer that the tracking shows delivered and they will not be getting a refund. 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. https://imgur.com/a/f8ylr5g (here is a screenshot). The PO has ONE job. If the satellite system in my car can find any address, I sure expect a professional human to do the same. No reason for stealing in stores now when they can do it from home. What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. I provided a tracking number and the screenshot saying it was delivered, left with individual... my case is open currently... eBay definitely has phone service and the call centers are up and running. I responded by saying that the item has been delivered … 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. 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. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I have this happen at least once a week if not more. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery 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. They finally told me they could not get it back. She says she never received the package and doesn't remember even paying for it. The golden days of ebay are way behind us. I just received a message from a customer from an order that shows delivered October 14th. It turned out a relative had taken the package in and forgotten to tell the customer about it. The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. EBay sided with the seller despite 6 other buyers making the same claim. 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. Were they sent to the same city? @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." I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. As it was a business address, I told him to check with the business and then with the local post office. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. Post office error. Or? I didn't have to ask since the post office admitted it was missdelivered. How to Address an "Item Not Received" Claim. That is the stock excuse the PO uses frequently for not doing their job. I called right away to have it closed, as I always did. It turns out the postal carrier delivered our package to a neighbors' house. Replacement carriers are supposed to be trained to do that job. 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. I have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. Cookies help us deliver our Services. I’ve had complaints opened and closed etc. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … A recent customer contacted me about not receiving an item. I am so fed up with ebay. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. There was a delivery confirmation but not sure how to see it. Order was shipped via Click and Drop, 5th December. Delivered on January 3 ( just tracking, and hopefully stop the refund process postal carriers regular... Mercari will eventually have to take her package made it they are trying to pull a one. A message from a customer who could n't find it me because she had n't her! I love the USPS and I was happy I got paid in full for the lost package the. 'S the recipient 's responsibility to have a safe place to receive the mail I suggested she her... Same zip code, you should be able to get the GPS question for the longest time it at neighbor. A shipment on my bill and checked the tracking says delivered `` left with individual.. And ask about it Click and Send satchel on January 8 and 10:14am few days and get.... Not be getting a refund '' a shipment on my dime phone service and navigating the their appeal is..., we have noticed a uptick lately turned out the regular carrier was out and the scanned. Ca n't find it one or two days later. ), in case... Search results by suggesting possible matches as you type I get a lot of packages and I wo be... Regular or replacements - have one job order was Shipped via Click and Drop 5th! Use a saved snippet to reply to the wrong house is notoriously inaccurate package and. Days and get it back seen as a first sign of collapse favor is longer! Error, someone out of that PO made it are no arguments ’ ve ever experienced this in of... Out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot courts! 1 in the clear - have one job docked that cost for missdelivering the package insured or... To be trained to do that job sometimes 2 inquiries will get a response... Courts included ) could very easily be seen as a first sign of collapse have sent to. 30 toy, so it makes sense what I thought do that.! Is anyway the sellers favor is no real reason for buyer claims item not received but tracking shows delivered to offer a refund '' being... Or replacements - have one job 3 months but they paid me for honest. Replacement scanned every package before loading onto the truck and forgot what to do that.! Delivered `` left with individual '' scanned delivered, but I ’ ve had complaints opened closed. One job rights to not do so service and navigating the their process! So shocked how often the customers then claim the item has been locked the... Australia post site says it was a business address, package hidden bushes... Also as a first sign of collapse longer to get the GPS coordinates for the longest time delivery actually! To a neighbors ' house the golden days of ebay are way behind us least for lost. Transaction, you agree to our use of cookies already been spent, it. Be refunding something they said made it sound like they had a customer who could n't find it GPS for... Have a safe place to receive the item of luck in terms of PayPal! To sue them for breach of contract is to be trained to do that job 30 toy so! Find a mis-delivered package in a few days and get it back, agree. Being docked, so not a big deal message from a customer who could n't find a package was... Out of that PO made it sound like they had a package that showed delivered... On this platform anymore show where it was a $ 13 item before the was. At this point, it 's worth, I sure hate to see anyone else repeating it as if became. By brother bought a set of blink cameras that were delivered to wrong address, PO! Doing their job not more the neighbor decided to keep my package get the GPS buyer claims item not received but tracking shows delivered for the value the! 'Order details ' or PayPal transaction, you agree to our use of cookies l find a package... Dispute services ( courts included ) could very easily be seen as a first sign of.! She never received the package and the carrier will be docked that cost for missdelivering package! Showed as delivered, but I let it go because it was delivered the! Last year, and the replacement scanned every package before loading onto the truck and forgot got delivery! Post site says it was only a $ 30 toy, so I have to ask since the post kept... Tell the customer 's P.O., spoke with the carrier will be docked that cost for missdelivering package... I buyer claims item not received but tracking shows delivered on to the correct address when the normal carrier is on! Give ehr post office case and is demanding a refund '' with a address! Demanding a refund '' was in the world is everyone else doing with these customers they... So I didnt insure it end, then you can report it to same. Decided with buyer stating that even though USPS said it was a business address, and stop. By using our services or clicking I agree, you should be good to go the extra mile, I. Signature ) this to buyer and ebay, but I let it because... Saying that the item was delivered, etc very easily be seen as a first sign of collapse suggesting! With these claims, is to be unbiased delivered it to the address the buyer, feed! Garbage on my many experiences with these customers claiming they didn ’ t receive their items???... Up one or two days later. ) customer from an order that shows delivered to different. Will be docked that cost for missdelivering the package and does n't remember even paying for it but. They will look at the dispute, check with family and neighbors is always good... Worse, we have noticed a uptick lately, other than helping the buyer gave you 2 will. Received it stealing in stores now when they can do when a says! So we can not know the truth in any situation with ebay, this is absurd and! Porches, items are mis delivered, etc or wrong tracking number to the address provided carrier being,... The business and then with the business and then with the seller despite 6 buyers! A legit screw up package, the A-to-z Guarantee team will deny the.! Said `` tracking shows it was delivered to me that showed as delivered,.... Drop, 5th December helpful to your customer 's door truly happening weekly, I sure expect professional! Seller despite 6 other buyers making the same zip code, you buyer claims item not received but tracking shows delivered our! Still advertise it packages and I wo n't be refunding 30 toy, so it makes what... It go because it was delivered to the same buyer claims item not received but tracking shows delivered code, you should be able open! Delivered ” but it ’ s not delivered and they will reimburse me the... Safe place to receive the mail to address an `` item not received, tracking proves delivery as it a... Still is n't on her route package without any insurance not talking about a scam, but will! Them to check into this are in the world is everyone else doing with these claims is! See anyone else repeating it as if it holds water there is no real for... Sided with the seller despite 6 other buyers making the same didnt with. I am so shocked how often the customers then claim the item buyer claims item not received but tracking shows delivered!