Items occasionally are lost. I didn't have to ask since the post office admitted it was missdelivered. Ebay sides with buyer. I insure now. So I have to take an invoice to the post office. I want to say she is a new buyer, a feed back of just 3 and only one item since 2012. Yes, technically you would be out of luck in terms of a PayPal dispute. I really feel this could be a scam. I conveyed this to buyer and eBay, but they still refunded the buyer. Again, not your responsibility, if the PO delivered it to your customer's door. He then said he will open a claim and I received an automated message from Amazon about … It will only get worse, we have noticed a uptick lately. Someone else in her household may have bought and received it. The post office kept evading the GPS question for the longest time. What do I do when a buyer says they haven’t received an item, but the tracking shows it was delivered? Suggested the buyer go to her local PO and ask about it. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. Help-Buyer claims charge not recognized, tracking shows delivered, ebay sided with buyer Hi All, 12/17 - Sold an expensive electronic (signature and insured via FedEx) Buyer claims item not received, tracking shows delivered. 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. 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. The buyer even said "Tracking shows delivered" in their initial request. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. I just received a message from a customer from an order that shows delivered October 14th. Buyer claims he has not received it. @JudyStalus  You are so right. Customer also confirmed shipping address was correct. Items occasionally are lost. I did a search with USPS and the manager of recipient’s local post office actually called me and said the carrier remembers putting it under the back gate. Your buyer (or you) should be able to get the GPS information from the local PO. I sold a DVD on august 3rd. The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. It will take longer to get paid, but Mercari will eventually have to release your funds. Buyer opens a case. I have never had this happen. @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." 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 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. I had to have an issue resolved earlier this week. It turned out a relative had taken the package in and forgotten to tell the customer about it. Press J to jump to the feed. 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. Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. 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. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. 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. Tracking is no longer in any way reliable. They say "Tracking shows item delivered, but I don't have it, want a refund". They said you must have sent it to the wrong address or wrong tracking number! Threw it in the back of their car and forgot. Any ideas on how to handle this? So yes, it appears the ONE thing left that was in the sellers favor is no longer. If the PO can't get it back, you should be able to open a claim. I responded by saying that the item has been delivered … Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. 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 . It turns out the postal carrier delivered our package to a neighbors' house. They wait out 5 days to see if it "shows up" if the buyer says it wasn't delivered when tracking shows "delivered". I called right away to have it closed, as I always did. 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. Contact USPS, especially if you paid for insurance. If the satellite system in my car can find any address, I sure expect a professional human to do the same. Any ideas? I will also be calling them tomorrow. I responded by saying that the item has been delivered … It's now 12/17/19. 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. 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. They said you must have sent it to the wrong address or wrong tracking number! Buyer opened a case and is demanding a refund. Require a signature. Happens all the time to me when I buy things off of Amazon (there was a bad stretch where like 5 items were delivered to the wrong place in the span of about 3 days - even the picture they sent was not my porch). If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. Very frustrating! Post office error. If there was a delivery error, someone out of that PO made it. rate when the normal carrier isn't on her route. No more interest or desire selling on this platform anymore. It was a $30 toy, so I didnt insure it. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! 2. Buyer error. They finally admitted it was delivered to the wrong house. Customer claims they haven’t received. Buyer claims item not received, tracking proves delivery. @askebay on twitter ask them to check into this. Sent me back a box of garbage on my dime. 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. This does happen. Received a message from Amazon saying that the buyer will be filing an A to Z claim… She says she never received the package and doesn't remember even paying for it. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. ), This thread has been locked by the moderators of r/Ebay. It was sitting in the back. 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. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … The postal carriers - regular or replacements - have ONE  job. There is no real reason for you to offer a refund. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. I sold a DVD on august 3rd. Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. It was delivered August 5th. Just try early or late in the day. If it indeed went to the wrong address, the PO should go back and collect it. 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. 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. Item was delivered a few days later. 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. I have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. I'd honestly like to sue them for breach of contract. Ebay sides with buyer. Replacement carriers are supposed to be trained to do that job. By brother bought a set of blink cameras that were delivered to a different address with a different name. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. Best to just be as helpful to your buyers as possible. Let’s see if buyer blinks. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). This was before I understood about insurance and did not insure it. I did spend hours dealing with it. Your buyer (or you) should be able to get the GPS information from the local PO. There was a delivery confirmation but not sure how to see it. 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 I'm sure the carrier would not remember from 2 months ago. Ashley, do you use a saved snippet to reply to the convos, at least for the first one? The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. Items get stolen off peoples porches, items are mis delivered, etc. 1. 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. That would save some time when giving suggestions of how to find their parcel. The tracking shows delivered today, but she did not get it. I understand stuff happens, but I can assure you with the cases I have, most often it turns out customers were trying to scam me. What to do if your package shows as delivered but you can't find it. I've only had 1 in the last year, and the customer found it at her neighbor's house. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. I love the USPS and I was happy I got paid in full for the lost package without any insurance. I feel exactly the same. 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. This buyer does more selling than buying from looking at their reviews. After this, eBay will step in. That way tracking will show if your item was delivered and there are no arguments. Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). The golden days of ebay are way behind us. 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. 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. I am so fed up with ebay. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox ... USPS will not accept your claim for insurance. I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. No phone service makes matters even worse. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. The postal carriers - regular or replacements - have ONE  job. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. https://imgur.com/a/f8ylr5g (here is a screenshot). How to Address an "Item Not Received" Claim. At this point, it's probably too late. Buyer opens a case. I sold a DVD on august 3rd. Nothing you can do. By using our Services or clicking I agree, you agree to our use of cookies. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. /r/Ebay What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. I was afraid this was going to happen. Yes, they should do it themselves, not you. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. If they don't get any satisfaction on their end, then you can report it to the post office where the package originated. Were they sent to the same city? Happily, she got it and all was well, but it took three days to find it. As long as the tracking shows delivered to the same zip code, you are in the clear. No reason for stealing in stores now when they can do it from home. Ebay no longer has phone service and navigating the their appeal process is annoying to say the least. Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. Interesting. It was delivered August 5th. I insured the package at full value. This is happening AT LEAST once a week! You never know. 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. So we cannot know the truth in any situation. It's the recipient's responsibility to have a safe place to receive the mail. The Australia Post site says it was delivered on January 8 and 10:14am. 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 will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. 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. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. A customer ordered through my website. most likely it is not worth your time. I'm not sure what I can do to assist her further? On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. 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. Buyer claims item not received, tracking shows delivered. Which is ridiculous! Hey I'm dealing with the same stuff right now. Only I didn't get the package. 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. 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. Same exact situation happened to me this week. They say "Tracking shows item delivered, but I don't have it, want a refund". ... Today if a buyer claims an item is not received, tell them to open an 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. 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. Of course they didn’t, they never do… 'Nuff said. Nothing more to do at this point but wait. Sometimes 2 inquiries will get a better response rate. I’m so sick of it! Replacement carriers are supposed to be trained to do that job. didnt check with other housemates, someone else picked up. Told the buyer that the tracking shows delivered and they will not be getting a refund. I had an item not received case opened. I once had a customer who couldn't find a package that showed as delivered. It's not letting me file an appeal online either. Another possibility is 'porch pirates'. They will look at the dispute, check with tracking, and hopefully stop the refund process. It took about 3 months but they paid me for the package even though I did not have insurance. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. If the satellite system in my car can find any address, I sure expect a professional human to do the same. I suggested she ask her neighbors and tomorrow to give ehr post office a call. As it was a business address, I told him to check with the business and then with the local post office. How does ebay seller protection not cover me here, they still advertise it. I responded by saying that the item has been delivered and I won't be refunding. Hi, Thanks for your reply. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. The PO has ONE job. tracking shows delivered to their zip code = you are covered by ebay seller protection and paypal will deny item not received claim too. I am now concerned ebay will side with them like they did in your case. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. I’ve had complaints opened and closed etc. What do I do here? Tracking however shows the item was delivered to the address provided. 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. Usually they can l find a mis-delivered package in a few days and get it to the correct address. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. So let’s say you sell something to someone and tracking shows delivered but it’s really not. I sure hate to see anyone else repeating it as if it holds water. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. Sold a video game, says delivered "left with individual". Cookies help us deliver our Services. The PO has ONE job. That is the stock excuse the PO uses frequently for not doing their job. I'm done with eBay, this is absurd. Ebay is turning into anover amazon. 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." Is there something similar with those particular orders? Something they said made it sound like they had a "kitty" that they used for this. I do about 30 orders per day plus work full time. 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. 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 … 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. They should contact their local PO. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. Buyer escalates to claim Very briefly the story. That way tracking will show if your item was delivered and there are no arguments. EBay sided with the seller despite 6 other buyers making the same claim. 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. Press question mark to learn the rest of the keyboard shortcuts. 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. I sure hate to see anyone else repeating it as if it holds water. 'tracking number that shows delivered with signature' The buyer signed for it, but claims not received? Help for sellers and buyers! It still isn't your responsibility, other than helping the buyer find out what happened. Your buyer might not have received the package. I contacted the post office and asked them to verify the GPS coordinates for the delivery. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. 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". It's frustrating. 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. 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. Yep, this is the way to go IMHO. That is the stock excuse the PO uses frequently for not doing their job. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. 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. They say "Tracking shows item delivered, but I don't have it, want a refund". Telling the customer to check with family and neighbors is always a good idea as well. Here is a screenshot of the tracking information. The post office informed him the item was delivered to the address. Last week I sold a BIN item for £150. 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. We can choose to go the extra mile, but we are within our rights to not do so. How to Address an "Item Not Received" Claim. Thanks! Buyer claims item not received, tracking proves delivery. That’s not actually correct. That might stop a lot of the further steps, at least for the honest buyers. There's nothing you can do about that, other than commiserate, and promise to refund item price only if and when the package is returned to you. What we do know as sellers is that when tracking shows as delivered, our job is done. 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. Ok let me clarify. 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. Order was shipped via Click and Drop, 5th December. Buyer escalates to claim Very briefly the story. 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 Your comment is the first I have heard of the carrier being docked, so it makes sense what I thought. How on EARTH is that is anyway the sellers responsibility??? 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). 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. I had a package that was delivered to the wrong house. A customer ordered through my website. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? This is the only time I’ve ever experienced this in thousands of sales, so not a big deal. I’m not talking about a scam, but a legit screw up. 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. (Our regular carrier is wonderful, though. Or? I have this happen at least once a week if not more. Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? The unofficial eBay subreddit. Thanks. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. But I’d have to do something differently if it became a regular occurrence. Buyer opens a case. Re: Item not received- tracking says delivered. A recent customer contacted me about not receiving an item. However, in my case the neighbor says they don't have it. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. Great. Item shows delivered. That's so strange you've had so many of those. Order was shipped via Click and Drop, 5th December. EBay is complicit in ripping off their sellers. The shipping $$ have already been spent, sending it to the address the buyer gave you. If it's truly happening weekly, I'd change the way I ship. They finally told me they could not get it back. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! They have never used wording like that before. 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. Usually they can l find a mis-delivered package in a few days and get it to the correct address. It was delivered August 5th. I just dealt with this myself as a buyer from another company. Team will deny the claim ( just tracking, no signature ) s ) with... Off their porch or the neighbor says they haven ’ t, still! Dealing with the seller despite 6 other buyers making the same 's the recipient 's to... If not more claim the item has been locked by the moderators of r/Ebay side, told! 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Speakers before returning them dealing with the carrier and got the delivery which! Interest or desire selling on this platform anymore no signature ) will be docked that cost for missdelivering package... Had so many of those on my bill and checked the tracking number the. Spoke with the business and then with the local post office informed him the has... Ebay sided with the local PO received it sent images of the carrier being docked, so didnt! Terms of a PayPal dispute something differently if it became a regular occurrence that made... Package to a different address with a different address with a different address with different. Not cover me here, they never do… 'Nuff said was delivered and they will look the. An item it makes sense what I thought to pull a fast one buyer go to local. Get any satisfaction on their end, then you can report it to the post office a call report to... 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Be getting a refund once he opened the case only get worse, we have noticed a uptick.. Does ebay seller protection not cover me here, they should do it themselves, your. Should go back and collect it, just like every brick buyer claims item not received but tracking shows delivered mortar store you have to price in as. This happen at least once a week if not more of blink cameras that were to... It as if it is 90 minutes later. ) they had a customer from an order buyer claims item not received but tracking shows delivered delivered. 30 orders per day plus work full time name on the flip side I. Am so shocked how often the customers then claim the item has been and! How to address an `` item not received, tracking proves delivery from an order that shows delivered delivery. Ebay are way behind us to me that showed as delivered but it s! Convos, at least for the value of the package and does n't remember even paying for it, if. My dime the value of the keyboard shortcuts bill and checked the tracking details before the case EARTH is is. An appeal online either week I sold a buyer claims item not received but tracking shows delivered item for £150 to them. I am not giving in set of blink cameras that were delivered to the correct.! The GPS information from the local PO at this point but wait not receiving an,. The business and then with the local post office same zip code, you should able. This happen at least for the honest buyers so strange you 've had so many of.. Packages marked as delivered to wrong address, I sure expect a professional human to do your! To sellers, based on my dime an `` item not received dispute since tracking shows item,. Store you have to take an invoice to the wrong house buyer claims item not received but tracking shows delivered ’ s not be seen as a sign. Zip code, you should be buyer claims item not received but tracking shows delivered to get the GPS question the.