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