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Buyer says item was not delivered, usps says it was???

Why am I even getting notified of a case being opened by a buyer whom states they have not received their item. The shipping label was created through ebay, tracking status was automatically added to the listing at time of said shipping purchase, and ebays own tracking update shows that usps delivered the item 11 days ago.  Shouldn't ebay automatically rebut the customers case by informing them the item was delivered?

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