2. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. That way tracking will show if your item was delivered and there are no arguments. Buyer opens a case. 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". Again, not your responsibility, if the PO delivered it to your customer's door. 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. It was delivered August 5th. If there was a delivery error, someone out of that PO made it. 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. 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. Ok let me clarify. I conveyed this to buyer and eBay, but they still refunded the buyer. 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. How to Address an "Item Not Received" Claim. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. Buyer escalates to claim Very briefly the story. I insure now. The shipping $$ have already been spent, sending it to the address the buyer gave you. 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. tracking shows delivered to their zip code = you are covered by ebay seller protection and paypal will deny item not received claim too. /r/Ebay Buyer escalates to claim Very briefly the story. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. Another possibility is 'porch pirates'. 'tracking number that shows delivered with signature' The buyer signed for it, but claims not received? Help for sellers and buyers! Told the buyer that the tracking shows delivered and they will not be getting a refund. Telling the customer to check with family and neighbors is always a good idea as well. Items get stolen off peoples porches, items are mis delivered, etc. Buyer claims item not received, tracking proves delivery. They say "Tracking shows item delivered, but I don't have it, want a refund". I responded by saying that the item has been delivered … At this point, it's probably too late. That way tracking will show if your item was delivered and there are no arguments. Yep, this is the way to go IMHO. 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. 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 Same exact situation happened to me this week. Tracking is no longer in any way reliable. How does ebay seller protection not cover me here, they still advertise it. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. @JudyStalus  You are so right. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. They finally told me they could not get it back. 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. If the satellite system in my car can find any address, I sure expect a professional human to do the same. Contact USPS, especially if you paid for insurance. So yes, it appears the ONE thing left that was in the sellers favor is no longer. A customer ordered through my website. Item shows delivered. 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. rate when the normal carrier isn't on her 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. 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. I sold a DVD on august 3rd. 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. They should contact their local PO. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. Customer claims they haven’t received. Is there something similar with those particular orders? Buyer opens a case. 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. Happily, she got it and all was well, but it took three days to find it. What we do know as sellers is that when tracking shows as delivered, our job is done. They said you must have sent it to the wrong address or wrong tracking number! I'm done with eBay, this is absurd. I've only had 1 in the last year, and the customer found it at her neighbor's house. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. 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. Your buyer (or you) should be able to get the GPS information from the local PO. What do I do here? Ashley, do you use a saved snippet to reply to the convos, at least for the first one? 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. 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." The PO has ONE job. Cookies help us deliver our Services. @askebay on twitter ask them to check into this. 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. However, in my case the neighbor says they don't have it. Yes, they should do it themselves, not you. Nothing more to do at this point but wait. 1. 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. Item was delivered a few days later. It will only get worse, we have noticed a uptick lately. By using our Services or clicking I agree, you agree to our use of cookies. 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 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. They have never used wording like that before. That might stop a lot of the further steps, at least for the honest buyers. Yes, technically you would be out of luck in terms of a PayPal dispute. Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. Threw it in the back of their car and forgot. No reason for stealing in stores now when they can do it from home. Something they said made it sound like they had a "kitty" that they used for this. Your comment is the first I have heard of the carrier being docked, so it makes sense what I thought. Buyer claims item not received, tracking proves delivery. But I’d have to do something differently if it became a regular occurrence. 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. I responded by saying that the item has been delivered … This does happen. I’m not talking about a scam, but a legit screw up. 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 have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. 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 Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. Great. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. The postal carriers - regular or replacements - have ONE  job. 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. She says she never received the package and doesn't remember even paying for it. didnt check with other housemates, someone else picked up. I was afraid this was going to happen. Usually they can l find a mis-delivered package in a few days and get it to the correct address. Can do when a buyer says they haven ’ t, they should do it from.. 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