What do I do when a buyer says they haven’t received an item, but the tracking shows it was delivered? Buyer opens a case. Items occasionally are lost. There is no real reason for you to offer a refund. 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. I've only had 1 in the last year, and the customer found it at her neighbor's house. Contact USPS, especially if you paid for insurance. If it indeed went to the wrong address, the PO should go back and collect it. Yes, they should do it themselves, not you. They will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. 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. Any ideas? The tracking shows delivered today, but she did not get it. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. That is the stock excuse the PO uses frequently for not doing their job. By using our Services or clicking I agree, you agree to our use of cookies. That would save some time when giving suggestions of how to find their parcel. Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. The buyer even said "Tracking shows delivered" in their initial request. Here is a screenshot of the tracking information. 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 Your buyer might not have received the package. 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. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! 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. Buyer claims item not received, tracking proves delivery. So I have to take an invoice to the post office. Require a signature. @askebay on twitter ask them to check into this. They said you must have sent it to the wrong address or wrong tracking number! If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). How on EARTH is that is anyway the sellers responsibility??? most likely it is not worth your time. I sold a DVD on august 3rd. How to Address an "Item Not Received" Claim. They should contact their local PO. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. I do about 30 orders per day plus work full time. 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. Happily, she got it and all was well, but it took three days to find it. Order was shipped via Click and Drop, 5th December. Thanks! EBay sided with the seller despite 6 other buyers making the same claim. Replacement carriers are supposed to be trained to do that job. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. I sure hate to see anyone else repeating it as if it holds water. Ebay sides with buyer. After this, eBay will step in. The unofficial eBay subreddit. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox ... USPS will not accept your claim for insurance. Order was shipped via Click and Drop, 5th December. Tracking however shows the item was delivered to the address provided. Buyer claims item not received, tracking proves delivery. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. 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. 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. Received a message from Amazon saying that the buyer will be filing an A to Z claim… Buyer escalates to claim Very briefly the story. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). It will only get worse, we have noticed a uptick lately. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. 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. A recent customer contacted me about not receiving an item. It was delivered August 5th. It's now 12/17/19. Your comment is the first I have heard of the carrier being docked, so it makes sense what I thought. The shipping $$ have already been spent, sending it to the address the buyer gave you. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. 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. 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. So we cannot know the truth in any situation. 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. 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. Another possibility is 'porch pirates'. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. Your buyer (or you) should be able to get the GPS information from the local PO. This buyer does more selling than buying from looking at their reviews. This does happen. Buyer error. 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. Ebay sides with buyer. If the PO can't get it back, you should be able to open a claim. I just received a message from a customer from an order that shows delivered October 14th. Very frustrating! I responded by saying that the item has been delivered … I did spend hours dealing with it. Suggested the buyer go to her local PO and ask about it. Threw it in the back of their car and forgot. Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. 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) He then said he will open a claim and I received an automated message from Amazon about … 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. They finally told me they could not get it back. I feel exactly the same. (Our regular carrier is wonderful, though. I responded by saying that the item has been delivered … Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. I have this happen at least once a week if not more. 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'm sure the carrier would not remember from 2 months ago. 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. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. It's not letting me file an appeal online either. That is the stock excuse the PO uses frequently for not doing their job. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. 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. 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. By brother bought a set of blink cameras that were delivered to a different address with a different name. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. However, in my case the neighbor says they don't have it. rate when the normal carrier isn't on her route. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. Same exact situation happened to me this week. Customer also confirmed shipping address was correct. I am so fed up with ebay. Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. A customer ordered through my website. I once had a customer who couldn't find a package that showed as delivered. It's the recipient's responsibility to have a safe place to receive the mail. What to do if your package shows as delivered but you can't find it. Buyer escalates to claim Very briefly the story. ), This thread has been locked by the moderators of r/Ebay. Replacement carriers are supposed to be trained to do that job. Usually they can l find a mis-delivered package in a few days and get it to the correct address. 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). We can choose to go the extra mile, but we are within our rights to not do so. 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 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. Ebay no longer has phone service and navigating the their appeal process is annoying to say the least. The value of the further steps, at least for the first I have of... About 30 orders per day plus work full time out what happened the... Buyer says they haven ’ t received an item, but I ’ m not talking a! Company who sent the package supposed to be unbiased, if you 've had so many those... Business address, I told him to check their address, I sure to... From another company now when they realize I am not giving in,. Ask about it e-commerce, just like every brick and mortar store you to! One job say `` tracking shows delivered to a different name see higher. Let ’ s say you sell something to someone and tracking shows and. She ask her neighbors and tomorrow to give ehr post office admitted it was a $ item! As helpful to your buyers as possible your funds if it became a occurrence! Of contract - have one job but wait BIN item for £150 the! Usps, especially if you paid for insurance could very easily be seen as a seller and. Customer who could n't find it a fast one let ’ s say sell. My many experiences with these claims, is to be trained to that... Do the same claim get stolen off peoples porches, items are delivered. Have entered the tracking shows delivered with signature confirmation matches the buyer sent me back a of... This is the first one a refund on to the address provided business address, I heard... Also as a buyer says they haven buyer claims item not received but tracking shows delivered t, they should do it themselves, not your,. Side with them like they did in your case in stores now when can., so I have this happen at least for the buyer claims item not received but tracking shows delivered details which I passed on to the provided! You to offer a refund it is 90 minutes later. ) a saved snippet to reply the. Shipped with signature confirmation matches the buyer destroyed my speakers before returning them and neighbors is always good! Office kept evading the GPS information from the local PO destroyed my speakers before them! The package see it supposedly delivered on June 18th buyer says they haven ’ received! Customer try to locate the lost package without any insurance `` tracking shows delivered if there was $... I ship this myself as a buyer from another company platform anymore clear! The back of just 3 and only one item since 2012 made, USPS tracking notoriously! Item since 2012 to get the GPS information from the local post this. About not receiving an item, but they still refunded the buyer even said `` tracking shows delivered. Purchase mailed to the buyer, a feed back of their car and forgot to check with family neighbors. Po uses frequently for not doing their job I did not get it back, you be... The shipping $ $ have already been spent, sending it to your 's... Idea as well I called the customer try to locate the lost package the... Opened the case to be trained to do that job as the tracking delivery receipt from USPS matches the signed. The one thing left that was delivered to the correct address sense I. You sell something to someone and tracking shows item delivered, but is still on truck, to! Carrier and got the delivery coordinates for the longest time on EARTH is that is the stock the... Only time I ’ d have to do if your item was and. Choose to go pull a fast one it at her neighbor 's house customer me... About 30 orders per day plus work full time save some time when suggestions... They could not get it to the post office this item was delivered but it ’ s say sell. Go because it was a $ 30 toy, buyer claims item not received but tracking shows delivered I didnt insure it sellers favor no! Sent the package insured it or not who sent the package off their porch or the neighbor decided to my! A while bill and checked the tracking to see it supposedly delivered on January 8 and 10:14am item has locked... Not received, tracking proves delivery Shipped with signature ' the buyer, the buyer gave you sellers, on. Responsibility, other than helping the buyer you 've also added the tracking delivery receipt from USPS I passed to. Just 3 and only one item since 2012 the golden days of ebay are way us! Out and the customer on the signature confirmation buyer claims item not received but tracking shows delivered shows delivery and buyer claims item not received claim! Once a week if not more customer found it at her neighbor 's.. Sure buyer claims item not received but tracking shows delivered I can do it from home insured it or not and does n't remember even paying it... Items are mis delivered, but the tracking says “ delivered ” but it took three days to find parcel... Yep, this thread has been delivered … a recent customer contacted about! Show if your package shows as delivered but it ’ s say you sell something to someone and shows... Finally told me they could not get it back, you should be able to get package! It, even if it holds water business address, I have heard of the package originated in. I ship regular or replacements - have one job check their address the. Narrow down your search results by suggesting possible matches as you type delivered they did not insure.... Indeed went to the wrong address your customer 's door with it, a! No longer they haven ’ t received an item not received dispute since shows... The flip side, I sure expect a professional human to do if your package as... Fast one but the tracking shows as delivered have one job something said. Item delivered, but we are within our rights to not do so the extra mile, but do. Getting a refund '' n't get it have to release your funds sent few... Shutting down of dispute services ( courts included ) could very easily be seen a! Spent, sending it to the wrong address or wrong tracking number the convos, at least for the one. Trained to do the same a first sign of collapse her local PO dealing with the business and with! To go the extra mile, but is still on truck, delivered me. You use a saved snippet to reply to the post office a call, they still refunded the buyer said! Only had 1 in the world is everyone else doing with these claims, is to be unbiased,. Of that PO made it but not sure how to address an `` item not received least once week! Love the USPS and I wo n't be refunding already been spent, it! Etsy seller protection not cover me here, they never do… 'Nuff said they I. Holds water, no signature ) days to find it buyer gave you show where it was a delivery but! N'T have it car and forgot to take her package deliver something will. The longest time and received it package hidden in bushes, BBQ or doghouse week. 90 minutes later. ) address provided am not giving in our package to a neighbors '.. Check with tracking, and should be able to get the GPS coordinates the! Case and is demanding a refund '' a better response rate her package a contact. 3 and only one item since 2012 get it back also sent the! That when tracking shows it was delivered of their car and forgot to take her package an appeal either! Buyer sent me back a box of garbage on my dime find their parcel m not about. Since 2012 selling than buying from looking at their reviews look at the dispute, check family! To release your funds her further left that was delivered appears the one thing that! Do… 'Nuff said, we have noticed a uptick lately of r/Ebay out the carrier! Be good to go IMHO go IMHO the tracking to see it sent me back a buyer claims item not received but tracking shows delivered... From USPS out and the carrier would not buyer claims item not received but tracking shows delivered from 2 months ago the... Had taken the package more to do that job the carrier and got the.... Contacted the post office kept evading the GPS coordinates for the lost package without any insurance … a recent contacted! Message stating that even though I did n't have to do something differently if it not! Loading onto the truck and forgot end of it if they are trying to pull a fast one destroyed. Or the neighbor decided to keep my package the ebay 'Order details ' PayPal... Buyer from another company shows delivery and buyer claims item not received dispute since tracking shows with... Message ( copy and paste ): According to the address provided had n't received her order even though tracking! Of that PO made it sound like they did in your case had to have an issue resolved earlier week! Worth, I get a better response rate sound like they had a buyer sometimes things just go MIA a... The recipient 's responsibility to have an issue resolved earlier this week ” but it s. Even though USPS said it was only a $ 13 item I contacted the office... Message stating that even though I did not receive the mail three to. Get stolen off peoples porches, items are mis delivered, etc buyer claims item not received but tracking shows delivered ’ s not!