They finally admitted it was delivered to the wrong house. Buyer opens a case. 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 … Yes, they should do it themselves, not you. It's now 12/17/19. 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. What to do if your package shows as delivered but you can't find it. 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. Your buyer (or you) should be able to get the GPS information from the local PO. Were they sent to the same city? Buyer escalates to claim Very briefly the story. 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. I had to have an issue resolved earlier this week. Suggested the buyer go to her local PO and ask about it. (Our regular carrier is wonderful, though. Tracking is no longer in any way reliable. I called right away to have it closed, as I always did. The Australia Post site says it was delivered on January 8 and 10:14am. I’ve had complaints opened and closed etc. Ebay is turning into anover amazon. That is the stock excuse the PO uses frequently for not doing their job. Something they said made it sound like they had a "kitty" that they used for this. Told the buyer that the tracking shows delivered and they will not be getting a refund. She says she never received the package and doesn't remember even paying for it. I insured the package at full value. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. 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. 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 say "Tracking shows item delivered, but I don't have it, want a refund". It will only get worse, we have noticed a uptick lately. I have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. Sometimes 2 inquiries will get a better response rate. That’s not actually correct. 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. This does happen. I'm sure the carrier would not remember from 2 months ago. By brother bought a set of blink cameras that were delivered to a different address with a different name. He then said he will open a claim and I received an automated message from Amazon about … Telling the customer to check with family and neighbors is always a good idea as well. What do I do when a buyer says they haven’t received an item, but the tracking shows it was delivered? 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. Replacement carriers are supposed to be trained to do that job. They should contact their local PO. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. It's not letting me file an appeal online either. I feel exactly the same. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. What we do know as sellers is that when tracking shows as delivered, our job is done. @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." 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. 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. Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. Best to just be as helpful to your buyers as possible. If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. I really feel this could be a scam. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. 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. 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. On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. 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. How to Address an "Item Not Received" Claim. I had a package that was delivered to the wrong house. If they don't get any satisfaction on their end, then you can report it to the post office where the package originated. I'm done with eBay, this is absurd. I’m not talking about a scam, but a legit screw up. Same exact situation happened to me this week. It was a $30 toy, so I didnt insure it. Another possibility is 'porch pirates'. 'tracking number that shows delivered with signature' The buyer signed for it, but claims not received? 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. most likely it is not worth your time. It was sitting in the back. Press question mark to learn the rest of the keyboard shortcuts. I sure hate to see anyone else repeating it as if it holds water. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). A customer ordered through my website. 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. Buyer claims item not received, tracking proves delivery. As it was a business address, I told him to check with the business and then with the local post office. I'm not sure what I can do to assist her further? 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. I suggested she ask her neighbors and tomorrow to give ehr post office a call. Re: Item not received- tracking says delivered. Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. Interesting. I just received a message from a customer from an order that shows delivered October 14th. Buyer claims item not received, tracking shows delivered. Customer claims they haven’t received. You never know. 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. That way tracking will show if your item was delivered and there are no arguments. It took about 3 months but they paid me for the package even though I did not have insurance. 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. Happily, she got it and all was well, but it took three days to find it. However, in my case the neighbor says they don't have it. Yes, technically you would be out of luck in terms of a PayPal dispute. I insure now. Which is ridiculous! They have never used wording like that before. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. 2. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. If it's truly happening weekly, I'd change the way I ship. Here is a screenshot of the tracking information. Last week I sold a BIN item for £150. 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). It turned out a relative had taken the package in and forgotten to tell the customer about it. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. No reason for stealing in stores now when they can do it from home. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. I will also be calling them tomorrow. I have never had this happen. Order was shipped via Click and Drop, 5th December. Thanks. Your buyer might not have received the package. This buyer does more selling than buying from looking at their reviews. @askebay on twitter ask them to check into this. 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 contacted the post office and asked them to verify the GPS coordinates for the delivery. Ok let me clarify. It still isn't your responsibility, other than helping the buyer find out what happened. This was before I understood about insurance and did not insure it. Let’s see if buyer blinks. The PO has ONE job. Contact USPS, especially if you paid for insurance. After this, eBay will step in. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. 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. There was a delivery confirmation but not sure how to see it. I was afraid this was going to happen. Buyer claims item not received, tracking proves delivery. The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. No phone service makes matters even worse. I had an item not received case opened. 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." Regular carrier was out and the carrier will be docked that cost for the... Just tracking, and the customer 's door Etsy Pay and also sent the! For it love the USPS and I absolutely do see a higher error/odd scan/etc I just received a from... 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