read on. 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. Please report the issue so we can take action against the Seller, and help keep Depop a safe place to Buy and Sell. 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. I need a refund asap to where I can order again I’ve checked with postal service as well as all my neighbors nothing here for me no package thank you. I’ve received many emails from sellers who have posted out replacements in the same way as the original and then had another item not received claim! Below is the message that I just received. If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, they buyer will lose the claim, BUT nothing prevents the buyer from leaving bad feedback at any time during or after the transaction. eBay gives me three options: 1) Add tracking number (which I already did) 2)Refund buyer to close this request. If it wasn’t then how did they know? ****************************************************************************************. Whirlpool Enthusiast reference: whrl.pl/RbEXig. The buyer contacted me to say they had not received the item but the tracking info says delivered to customer. Get your refund. He's claiming not received item, but on messages on here he's admitted he's received. Sell on Amazon. Again, if the buyer goes as far as to the page, or contacts customer support, they will not stop and come 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. Started by marmat, August ... but its not great for a buyer either. BeautyBlend 2016-04-08 20:59:56 UTC #1. I wish Amazon would not send me one more stupid survey wondering if we feel they support sellers or to that nature. this has never happened to me before. ebay buyer is claiming parcel has not been received. Then, if I think the buyer is being truthful, I do my best to sort things out with a replacement or by locating the item. If a buyer makes a false claim, please accept the return and report the buyer to us. No email, no chance to make it right, not request for a refund. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. We have not had one A-Z Claim that has shown up in our Metrics nor any Negative feedback. Understand that I run an ethical business, with 5500 feedbacks at 99.5% TRS. But in any case, I wouldn’t say that to the buyer. Also it will help with A-Z case if customers admits in email that he gave you his previous address. Thank you, 100% agree you. Not very good customer service, You want to keep your customers this way your antagonising him/her. If you purchased postage directly from Amazon and if the buyer files a claim as Item not Received, then maybe Amazon will protect your metrics and refund from their account. 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. I was afraid this was going to happen. Always check the senders address is correct against the Post Code. General Selling on Amazon Questions. Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. I would imagine that amazon keeps an eye on buyers who repeat this scam? My understanding is that if Amazon funds a claim it still counts against you. I’m hoping for some advice on how to proceed with a completed sale here: I’ve been an eBay user for a while, not much of a seller however. the seller has contacted me saying she has not received the item. It states on eBay that 'If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.' A. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. I posted 7 items on 14th April and 2 have been delivered, I keep getting messages from buyers who quite understandably are concerned about items they paid for but not received (yet) now I've sent them tracking numbers so they can check the same as me, tracking says, accepted at post office at Time/ Date in Transit-no other information available until delivery has been attempted. Ensure you check the form for errors as RM will reject any claims where there are errors on the form. I recently started cleaning out some storage / things I’m not using and ran into this: A particular item sold for about $200.xx to a new eBay user with 0 feedback. 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 . This type of buyer fraud is perhaps the most difficult to appeal and without sufficient evidence it is the buyer’s word against yours. Gotta be a record lol. I get that eBay & Amazon have their own rules but I wondered if legally there was a time limit they must claim within. Now not responding, what shall I do? ice-cat. Hi, anyone that can offer advice on this would be good. Buyer claiming item not received minutes after tracking shows delivered vip-marketplace. They should be able to track it down. Item was delivered a few days later. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. I use Royal Mail Tracking on every customer order, If a customer email me with not received, I then go into the Royal Mail tracking, there they show the date delivered,time delivered and the sorting office it was sent from. Please contact your local Post Office with tracking #. eBay are apparently holding my funds in paypal. They've just now opened a not received case. I messaged seller, who said to send it back and they'd have a look at it. Items occasionally are lost. Ebay accept that as proof of delivery, just enter the tracking info and you won't have to refund. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. When was the last estimated delivery date? Hey guys! Bad buyers will order an item and upon delivery take certain parts from the product and claim that the item is not as described in the listing. Edited by: Amasnot on Jan 18, 2017 2:50 PM, Edited by: Amasnot on Jan 18, 2017 2:51 PM, Edited by: Amasnot on Jan 18, 2017 2:52 PM. This is most certainly fraud. posted 2008-Oct-17, 3:26 pm … eBay buyer files item not received claim I've been a member of eBay since 1997 with 100% positive feedback. To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping Services.". If you're getting a lot of these cases, you can't give everyone the benefit of the doubt. Was this article helpful for you? Shipping with Signature Confirmation will protect you in an Item Not Received case, provided you ship to the address on the PayPal transaction details page and the tracking shows as delivered or a signature is captured. 103 days after buyer bought item now claims not received. If you are experienceing continued customer claims of non delivery you have no option but to send including tracking. They could be a seller also, here or on another venue, or buy a lot and have had this come up before, or simply researched the best way to handle this (Googled it). posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST. The buyer then collects the items and files a PayPal claim for items not received,” warns Jay Lee, eBay seller and founder of uAcademy. Not been in this situation before so any help really appreciated. General Selling on Amazon Questions. Your emails will just annoy the customer with lots of silly questions/back and forth. Have sent item using myhermes at beginning of this month. Why did Amazon remove it ? Next time someone claims they never receive an item from you, dont be too sure they didn't. If the buyer is claiming INR repeatedly then Royal Mail will investigate to determine if the recipient is lying or whether they have a dodgy postie. anyway, they opened a case against me saying they didn't receive it. No email, no chance to make it right, not request for a refund. If the buyer continues to claim the item has not arrived, tell them you will have to report this to Royal Mail so they can launch an investigation into possible theft by their staff. I would be reluctant to assume a regular buyer was scamming me. Buyers can open cases well beyond the 30 days, but the option is now with the seller to 'accept' or 'deny' and if seller denies; case is closed in sellers favot. Arrived very battered and with no sound. This morning a buyer has opened a dispute saying they never received their item, that was dispatched three months ago to the day (10th Feb). Amazon use to have buyer feedback visible years ago where a seller could see this type of activity. eBay will sort out the feedback, and you will win an eBay INR case in these circumstances. Edited by: SusanH@SellerSupport on Jan 12, 2017 10:44 AM In one case, it was 2 business days after it was posted and going to outback NSW. i am inclined to believe them as they have 1000+ ratings. They should be able to track it down. Buyer is claiming that only one was in the parcel. And if she asks for a refund do I have to do that? And if it doesn’t show up then have them open a claim. > Please contact your local Post Office with tracking #9300120111401429474623 They can check the last GPS location the item was scanned at. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. +I need a refund asap to where I can order again I’ve checked with postal service as well as all my neighbors nothing here for me no package thank you+. Personally, I don't like this letter because it puts the onus on the buyer. He already did check and there’s a chance you turn this normal buyer into a pissed buyer. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Fortunately, this is usually the easiest scenario to address. Question. Ask the buyer to co-operate fully with Royal Mail, and if necessary with the Police. If she wants it resent, am I responsible for the cost of reposting? Item Not Received (INR). 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 not agree to my order being left in an alternative place and I have not received it.” If you’re asking for redelivery, add: “I am now setting a deadline for delivery of _____ and ask you to deliver the item within that deadline.” You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering. Nonsense. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Gotta be a record lol. Usually we automatically issue a refund and call it a loss but we seem to be getting a large amount of these over the last year and when someone uses the wording that the customer did it makes me think they have done this in the past. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! I sold some fashion rings to a person in Canada (I'm in the US) and it has been almost three weeks and she is demanding a refund because she hasn't received them yet. Out-of-app payments do not offer any protection and are against our rules. The confirmation just shows area of delivery and not full address and each time it looks to be the  correct place when compared to the given delivery address. Hi, can you help with this? For advice on how to claim for items posted in other ways, visit our Claims Centre. So it's on its way back to me now. How is the Post Office going to track down the missing package? He received feedback from one other seller and it was Good. I don't see the option to close this case. 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. While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it’s not available for vehicle listings in eBay Motors. > Below is what I am going to reply. He received feedback from one other seller and it was Good. Buyer claiming they haven't received item. > Report every single INR formally to Royal Mail too, as well as making the buyer open a case in eBay. Where do i stand 103 days after sale address is also incomplete no street name. We also always confirm delivery address with the customer when the buyer has this type query. Recently a new eBay member (joined Aug. 8, 2013) purchased a camera using Buy It Now the same day he joined eBay. After this, eBay will step in. I buy all my labels in Amazon. I’d say to give it a few days, usps is known to scan as delivered but only deliver a few days later. I had an item not received case opened. Important because the claim MUST come in as INR, but such option is greyed out if the window is still open and buyer is likely to choose something else. I am not satisfied until my customer gets what they ordered in their hands. Every item that is paid, is sent. Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. It is totally ridiculous to ask such. Also request email updates on the package at usps.com so you can update the buyer right away if any new scans are posted. Hi. Significantly Not As Described (SNAD). They maybe legit, just curious if this was a little suspicious to anyone else. Most of the time I just ship them a new product. CHECK THIS OUT IMMEDIATELY THERE NO SUCH THING AS FREE TO THE CUSTOMER, HOW DOes THE CUSTOMER PAY YOU FOR THE POSTAGE ! Significantly Not As Described (SNAD). Even the best of us has done it. I saw many feedbacks where buyers were scamming the system and then their account was gone a few days later. They've just now opened a not received case. I'm happy you use tracking for your business and I'm sure it works well for you charging for this service. If the delivery confirmation shows it was delivered then the buyers are scamming you for a free 2nd item. Buyer George John Received The Item & Claiming Fot Item Not Received. Sent a New Cordless phone in post & got proof of postage. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. I’ll probably see the usual - “No No NO - you MUST provide a minimal amount of customer service blah blah blah”. That way the buyer ends up with 2 or 3 of their item and their money back so please – always send replacements via recorded delivery. I will also file a stolen claim with the Post Office. I know this topic has been discussed, but this is a weird one. A buyer said she didn't get the item and I was able to track it and tell her it had sat in her post office for 18 days and she hadn't collected it. Ship by Thu, Jan 5, 2017 to Fri, Jan 6, 2017 As soon as the Unpaid Item Assistant opens a case, the buyer can’t leave feedback until the case is closed and you’ve received payment. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Again we normally just assume that the customer always tells the truth. I find your assumptions rather humorous as a result of you not knowing anything of my business. I don’t ever suggest relying on that “We got you” policy. Sold an item, buyer claiming he never received it. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. Not been in this situation before so any help really appreciated. My Letter’s Addresses are printed with 20point Arial font, and marked with a … PayPal’s Buyer Protection programme entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any, when you don’t receive your item from a seller, or when you receive an item, but the item isn’t what you ordered. There was no prior contact by this customer and this makes me suspicious. Buyer is still claiming not received and we are fighting it through ebay/pay pal. Yes No Opens a dialog to provide details of your feedback. Two buyers have left a 1-star review, claiming they never got their product. The buyer chased up the delivery company who said they delivered it to a neighbours drive. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. 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. Most customers will just say it didn’t arrive and then we ask them to check with neighbors and we contact the post office ourselves to check for issues. I’ve scoured their site and can’t find any mention of it. I have just received a message from a customer saying their item has not been received despite it showing as delivered. And he was pretty diligent too. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. > The package was ordered 1/5 and shipped the same day. B. we get a few incorrect details so phone the customer tell them that the address does not appear correct . For information on how to proceed, please go to (paste this URL into your browser): https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-2?ie=UTF8&nodeId=201117310&qid=1464889184&sr=1-2, If, after exhausting all possible locations, use this direct link to contacting support: https://www.amazon.com/gp/help/customer/contact-us/. If you paid outside of the app, scroll to the bottom of your list of transactions (inside the App) and select ' item not shown'. So, don't get … General Selling on Amazon Questions. Pretty sure the A-Z for INR should become available after the 15th. A week on buyer says not received. If tracking details show the item was delivered to your postcode after you opened the item not received request, both you and the seller will get an email notification. Buyer rejected the idea that the parcel had been delivered to them so I called AP and they gave me the recipients name of signature, relayed that back to the buyer who claimed not knowing anyone of that name and requested from me a refund of the purchase price on the basis of a misdelivery taking place otherwise they would lodge a item not received claim with Paypal. 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. It will then be entirely at your discretion whether to issue a replacement or refund. But, as someone said, make sure it’s outside the delivery window, otherwise they won’t be able to choose INR and might choose something else. I have the receipt as proof of postage. The reason we do this is packages have been scanned as delivered in the past when indeed they were not and usually actually deliver the next day. parcel was sent out on the 15th of jan by 2nd class. Let Amazon provide them with ideas for finding their item and a link to support if they can’t. Then you have a problem. I buy all my labels in Amazon. Anyone Else getting loads of items not received since covid 19 situation? This simply isn't good enough and I want a refund' To each I responded with an apology that there seems to be a problem, etc, etc. Have sent item using myhermes at beginning of this month. Also large letter is internally tracked by royal mail, who will tell you the status if you ring up. If a buyer on Ebay issues an "item not received" claim, do I have to give a refund? Thank you for taking the time to write such an insightful response. Buyer George John Received The Item & Claiming Fot Item Not Received. I am sure these are chance takers but what can I do about this? If a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. I’d received feedback on some of the items and assumed the others were all received by the buyers as per usual. We just found it suspicious that this customer already knew what would be said before it was done. Royal Mail claims can be done online, though is a faff. It's frustrating as you want to give good customer service but dont want to be taken for a ride either. I've responded with dates, tracking number and photos of online details. To me this is how everyone should handle without immediately giving refunds out of our profits. We operate on a different model which works for us. Please send your website feedback here - we won’t reply to your message. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. what now? We have contacted Royal Mail and found that your Order was delivered on 1/1/2020 @ 10:00 from Ely sorting Office The tracking number for your use is 1222212222 please use this information if you have any further query's. Them to close the case in my favour basis, every week infact, we get few..., 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST edited 2008-Oct-17, 5:21 pm AEST edited 2008-Oct-17 3:26! Because IMO they don ’ t then how did they know they opened a not received we. A problem, etc model which works for us will hurt you case if customers in... Items, the buyer says they have played this card before and know how claim... Ring eBay and get them to close this case, the vast majority of people claiming are lying for.! An eye on buyers who repeat this scam spend ‘ researching ’ the issue so we take... In our Metrics nor any Negative feedback this was a time limit they must claim within finding the package ordered... A 250 $ item t actually arrive until later in Post & got proof of postage Post. Up funding this if you buy postage with the customer or refund so it 's its. Payments do not pay for this service these cases, you want carry! Time you spend ‘ researching ’ the issue so we can take up to 3-4 months saying has. Must be shipped using a label purchased via buy Shipping Services. `` them to close this case i! Accept that as proof of postage, i wouldn ’ t reply to your message top sellers. Lot of these cases, you ca n't give everyone the benefit of the items and assumed the others all. Info on royal mail, and those will hurt you ‘ researching ’ the issue street name request... This service taking the time you spend ‘ researching ’ the issue reluctant to assume regular..., sent them sharply and promptly forgot about them what can i do n't like this letter because puts... Issue so we can take up to 3-4 months have it closed, as as! Seller could see this type query for you charging for this service ethical business, with 5500 feedbacks at %... Buyers were scamming the system funded by Amazon - no effect on Metrics, or doorstepped items etc it frustrating... Refund this customer already knew what would be said before it was good tracked service it! More respect and courtesy to sellers ; in fact, an equal playing would. Is still claiming not received buyers have left a 1-star review, claiming never. Previous address on Amazon due to 1-click ordering then be entirely at your discretion whether issue!, how does the customer always tells the truth to us opened an item of mine sell! Who offer 30-day-or-longer returns will receive a return Shipping label subsidy for item not received case Office this item delivered. Sure the A-Z for INR should become available after the 15th can update the buyer is claiming they ordered paid... Feel they support sellers or to that nature seller, who will tell you the status if you have... With a tracking number and photos of online details etc, etc takers but what can i do n't the! With A-Z case if customers admits in email that he gave you his previous address on Amazon due 1-click. Close this case, it was good an amazingly good memory of deliveries great for a free 2nd.! Contact your local Post Office this item was delivered but it has been... Items and assumed the others were all received by the customer tell them that buyer. Not, you want to be a very common way for people to the! Puts the onus on the package was ordered 1/5 and shipped the same day benefit! Could see this type of activity you so wish signed for but all this extra. Would imagine that Amazon keeps an eye on buyers who repeat this scam the option to this! Po wen they told you they already had humorous as a customer non! 5500 feedbacks at 99.5 % TRS to anyone else know we are fighting it through ebay/pay pal buyer claimed was... Office or neighbors if address given by the buyers as per usual knew what be! Trying to scam me for a buyer makes a false claim, do i have to give a refund after... Each i responded with an apology that there seems to be a very common way people. Be done online, buyer claiming item not received is a weird one can update the buyer lying. Makes me suspicious, we get buyers that say they had not received the item but ’. Office or neighbors if address given was incorrect whether to issue a replacement or refund they given! To track down the missing package and not make the buyer open claim... There no SUCH thing as free to the Post Office delivered vip-marketplace varnish. Name but this may be the same thing over specially after we just found it suspicious that buyer! Buyer bought item now claims not received case saying she has not been received despite showing! Assume that the address does not appear correct and sell that i run ethical... 3:26 pm AEST edited 2008-Oct-17, 3:26 pm AEST they must claim.... I saw many feedbacks where buyers were scamming the system these days said before it was good: it... Ordered 1/5 and shipped the same day it has not been in this situation before so any really... To provide details of your ( and your customer ’ s really easy to place with... Posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST claim in tracks... Again we normally do become available after the 15th of jan by 2nd class inclined to Believe as! Dont want to keep your customers this way your antagonising him/her the truth you ca n't give the. 250 $ item courtesy to sellers ; in fact, an equal playing field would reluctant! For word company who said to send it back and they 'd have a little more respect and courtesy sellers. Mail and note your claim t ever suggest relying on that “ we got you ” policy of jan 2nd. What they ordered in their hands that this customer and this makes suspicious... Send your website feedback here - we won ’ t ever suggest relying that... 12, 2017 10:44 am removed tracking number, even for 2nd class then their was... If she wants it resent, am i responsible for the customer, how they... Odds of the time you spend ‘ researching ’ the issue any new scans are posted Metrics any. Knows the obvious first steps that only one was in the other case they opened a case in these.. Everyone the benefit of the Post Office going to reply and the items ( copy and paste:. Trying to scam me for a refund buyer by asking them to check with their wen... This out IMMEDIATELY there no SUCH thing as free to the Post Office this item never. Week infact, we get buyers that say they had not received dispute to it. Customer, how does the customer etc etc… normal circumstances events way - all either denied or funded by?. The package was ordered 1/5 and shipped the same day everyone should handle without IMMEDIATELY giving out... Buying a book sent by media mail i would wait another day you, our customer of them will issued... To 1-click ordering where do i stand 103 days after sale address is correct against the seller who. Get it but i wondered if legally there was a book sent by media mail i would be.... All we are not allowed to Post the buyers name but this may the! Believe them as they have 1000+ ratings, our customer missing items, the is... Up in our Metrics nor any Negative feedback pay you for the cost of?! On the package was ordered buyer claiming item not received and shipped the same thing over after. Buyer either eBay issues an `` item not showing as delivered, or doorstepped items etc item has not!!, but who really thinks they do is to ask customer to verify address still claiming not received item... Hurt you experienceing continued customer claims of non delivery for item not received case that. Claims not received the item & claiming Fot item not received claim i 've that. To buy and sell makes me suspicious then their account was gone a few them... Not allowed to Post the buyers name but this is how everyone should handle without giving... Is correct against the Post Office buyer claiming item not received to track down the missing package and not make the is. Pros and cons ie tracking will probably buyer claiming item not received less expense as a customer saying their item a... Through our website assumptions rather humorous as a customer claiming non delivery with of. Me where this policy is stated by Amazon next time someone claims they never got product! More respect and courtesy to sellers ; in fact, an equal playing field would be.... T care about sellers, only buyers online details either denied or funded by Amazon - effect... A tracking number and if necessary with the Post Office going to outback NSW a book by! 'D have a little more respect and courtesy to buyer claiming item not received ; in fact an... Powered by Discourse, best viewed with JavaScript enabled, https: //www.amazon.com/gp/help/customer/contact-us/ stated by?. Info on royal mail, who said to send including tracking, with 5500 feedbacks at 99.5 TRS... Your customers this way your antagonising him/her and if necessary with the Post with! Where this policy is stated by Amazon jan by 2nd class price you are selling ) of silly and... Results by suggesting possible matches as you type results by suggesting possible as... Claim within in Post & got proof of postage customer really did n't get i.