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. Buyer claims item not received, tracking proves delivery. I have this happen at least once a week if not more. 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. Same exact situation happened to me this week. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. It's now 12/17/19. I’m not talking about a scam, but a legit screw up. 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. The postal carriers - regular or replacements - have ONE  job. 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. If the satellite system in my car can find any address, I sure expect a professional human to do the same. The post office kept evading the GPS question for the longest time. This is happening AT LEAST once a week! Is there something similar with those particular orders? That way tracking will show if your item was delivered and there are no arguments. EBay sided with the seller despite 6 other buyers making the same claim. 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. We can choose to go the extra mile, but we are within our rights to not do so. Replacement carriers are supposed to be trained to do that job. If it indeed went to the wrong address, the PO should go back and collect it. Nothing you can do. @JudyStalus  You are so right. Ebay sides with buyer. Buyer claims item not received, tracking proves delivery. 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. 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 That's so strange you've had so many of those. Item was delivered a few days later. This does happen. Re: Item not received- tracking says delivered. Press J to jump to the feed. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. A recent customer contacted me about not receiving an item. I am an honest seller and the tracking number shows the package was delivered by USPS on dec 26th but buyer states he has not gotten it yet. It was delivered August 5th. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? Suggested the buyer go to her local PO and ask about it. It was delivered August 5th. I’m so sick of it! They will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. 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. Order was shipped via Click and Drop, 5th December. 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. I had an item not received case opened. Or? Telling the customer to check with family and neighbors is always a good idea as well. If there was a delivery error, someone out of that PO made it. However, in my case the neighbor says they don't have it. I had to have an issue resolved earlier this week. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. By brother bought a set of blink cameras that were delivered to a different address with a different name. I sold a DVD on august 3rd. 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. That might stop a lot of the further steps, at least for the honest buyers. 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. 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. A customer ordered through my website. Buyer escalates to claim Very briefly the story. As long as the tracking shows delivered to the same zip code, you are in the clear. 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'd honestly like to sue them for breach of contract. Great. Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? Items get stolen off peoples porches, items are mis delivered, etc. I’ve had complaints opened and closed etc. After this, eBay will step in. As it was a business address, I told him to check with the business and then with the local post office. It was a $30 toy, so I didnt insure it. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? They say "Tracking shows item delivered, but I don't have it, want a refund". Customer also confirmed shipping address was correct. Customer claims they haven’t received. If it's truly happening weekly, I'd change the way I ship. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. 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. 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. Buyer claims item not received, tracking shows delivered. This is the only time I’ve ever experienced this in thousands of sales, so not a big deal. 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. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! They finally told me they could not get it back. Only I didn't get the package. Thanks! 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. It still isn't your responsibility, other than helping the buyer find out what happened. 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. Which is ridiculous! didnt check with other housemates, someone else picked up. 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. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. ), This thread has been locked by the moderators of r/Ebay. I insure now. This was before I understood about insurance and did not insure it. They say "Tracking shows item delivered, but I don't have it, want a refund". There was a delivery confirmation but not sure how to see it. Your buyer (or you) should be able to get the GPS information from the local PO. I've only had 1 in the last year, and the customer found it at her neighbor's house. 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) Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … Yes, they should do it themselves, not you. Post office error. That is the stock excuse the PO uses frequently for not doing their job. 1. Cookies help us deliver our Services. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. This buyer does more selling than buying from looking at their reviews. 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 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. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. 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's frustrating. It's the recipient's responsibility to have a safe place to receive the mail. How does ebay seller protection not cover me here, they still advertise it. (Our regular carrier is wonderful, though. By using our Services or clicking I agree, you agree to our use of cookies. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). Last week I sold a BIN item for £150. I sure hate to see anyone else repeating it as if it holds water. How to Address an "Item Not Received" Claim. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. I love the USPS and I was happy I got paid in full for the lost package without any insurance. 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. A customer ordered through my website. Buyer claims item not received, tracking shows delivered. Items occasionally are lost. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. Just try early or late in the day. Replacement carriers are supposed to be trained to do that job. The PO has ONE job. @askebay on twitter ask them to check into this. Hi, Thanks for your reply. What do I do here? 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. So we cannot know the truth in any situation. 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. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. I sold a DVD on august 3rd. Told the buyer that the tracking shows delivered and they will not be getting a refund. I had a package that was delivered to the wrong house. Buyer opens a case. I responded by saying that the item has been delivered … 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). 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 . I insured the package at full value. Tracking is no longer in any way reliable. I'm not sure what I can do to assist her further? /r/Ebay ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … How to Address an "Item Not Received" Claim. 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. 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. Press question mark to learn the rest of the keyboard shortcuts. On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. If the PO can't get it back, you should be able to open a claim. Item shows delivered. 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. What we do know as sellers is that when tracking shows as delivered, our job is done. The PO has ONE job. Tracking however shows the item was delivered to the address provided. Contact USPS, especially if you paid for insurance. They should contact their local PO. 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