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atouchofeverythingmam
Community Member
Posts: 6
Registered: ‎07-26-2009

Buyer says did not receive item . Tracking shows delivered.

The buyer says she did not receive the item .  Tracking shows item delivered.  Do I have to refund the money or should I??

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couldabeenworse
Community Member
Posts: 750
Registered: ‎11-23-2002

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

First, don't worry just yet; many of these packages show up within a few days after you provide buyer with the tracking number.  Calling the buyer's PO and/or asking him to check with family members may speed that up.  In the meantime, try to keep both parties calm and professional.  Some sellers aggravate the situation so badly that they still get poor feedback even after the package is found.



In the meantime, a couple of things might be relevant:



Was the package insured?



How much was the sale?

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deeplist
Community Member
Posts: 344
Registered: ‎08-20-2008

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:


 


1) The buyer is simply lying and they really do have the item.


2) Somebody stole the package from the mailbox or doorstep.


3) The item was delivered elsewhere by mistake, like the neighbors for example.


 


Don't automatically assume the buyer is lying. This same situation has happened with things I've sold a couple of times and it turns out the package was delivered at the neighbor's house by mistake and it takes another 2 or 3 days for it to be returned to the PO and then delivered to the correct address.... or the neighbor eventually takes it to the correct address themselves.


 


A couple of things to keep in mind:


 


Calling the buyer's local post office is a good idea, but tell the buyer you're doing it first before you actually do. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package.


 


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. So, don't get too emotional in your correspondence with the buyer. Keep it professional, take your time, and make no assumptions or accusations.

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couldabeenworse
Community Member
Posts: 750
Registered: ‎11-23-2002

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:



There are probably even more, but you missed what appears to be a common one:



Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.

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Community Member
Posts: 4,659
Registered: ‎03-19-2006

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

first d.c. isn't tracking, it's not always correct.



i have a package showing "out for delivery" now for over a month that never arrived as yet.



if a small amount , i'd just refund buyer cost of item

age is a measure of time , wisdom is the measure of how we used that time
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Community Member
Posts: 16,250
Registered: ‎08-24-2010

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

DITTO on deeplists response!

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deeplist
Community Member
Posts: 344
Registered: ‎08-20-2008

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam


Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.



 


That simply doesn't happen. A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.


 


The three scenarios I pointed out above are the ONLY explanations as to why a package would show "delivered" but supposedly never received.

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Community Member
Posts: 1
Registered: ‎07-13-2012

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

Actually, it does happen. It has happened to packages sent to me as I live on a rural route and often things will be scanned as delivered by the carrier and I have to wait at our local gas station for her to drop it off, if she remembers. I have had a "delivered" package sit in her car for 3-4 days in the past.

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couldabeenworse
Community Member
Posts: 750
Registered: ‎11-23-2002

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.



You are assuming the carrier is competent, trustworthy and properly equipped.  I'm sure there are carriers that cut corners, and I've been told there are still some routes in my area where the carrier doesn't even have a handheld scanner, so they scan the parcels before they even put them in the truck.



At my home address it is not at all unusual to see a 7:30 am delivery scan even though the item doesn't reach my mailbox until 2:30 pm.

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deeplist
Community Member
Posts: 344
Registered: ‎08-20-2008

Re: Buyer says did not receive item . Tracking shows delivered.

[ Edited ]
in reply to atouchofeverythingmam

 

 


I live on a rural route and often things will be scanned as delivered by the carrier and I have to wait at our local gas station for her to drop it off

 

 

 

 

What kind of a post office do you have in your area? That doesn't make any sense what-so-ever. The USPS is legally obligated to serve all Americans, regardless of geography, at uniform price and quality. How is it that you have to "meet" your postal carrier at a "gas station" in order to receive your packages? That's ridiculous.

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Community Member
Posts: 957
Registered: ‎12-18-2008

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

The post office has many LESS employees now.  Maybe it's that way in that area because it's impossible for that 1 carrier to cover a huge area in a 7- 8 hour shift. Count your blessings if you post office is near you and you have competent carriers!

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Community Member
Posts: 22
Registered: ‎04-23-2012

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

DEEP is 100% on T!!  However,  from my own experiences call Ebay ask them what to do, have them open a case to protect yourself if it gets nasty.  Or if the item is NOT expensive and below $20.00 I'd just give that person a refund, smile and then block them a neg is not worth $20 because they will come back with a fb either or.

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Community Member
Posts: 22
Registered: ‎04-23-2012

Re: Buyer says did not receive item . Tracking shows delivered.

[ Edited ]
in reply to atouchofeverythingmam

DEEP: "What kind of a post office do you have in your area?"

 

 

 

Omg wait, I'm still on the floor LMOA!   =/ Be nice people geesh maybe this person really is a redneck..and Betty boo boo is his/her daughter, jk.  My husband is a farm boy so this is a joke.

 

 

 

I had a situation where we DID make a mistake on a package, one number off on the address.  So, the mail guy gets there and the people sign for a package coming from us..=/  So, the buyer emails us and says the mail person at the post office said that that express mail package was delivered to 4(#$ didid st..not my address.  Now nobody is in the house, I mean like gone, bye bye.

 

So, I am going to refund her the $200.00 because WE did mess up, but the package was in her name and a man signed for it! I learned to ALWAY make sure its a restricted EXPRESS package...live, learn, laugh lifes to short.

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Community Member
Posts: 22
Registered: ‎04-23-2012

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

Oh and then there was the lady who told us that we were up to something with the PO because her package was sitting in the middle of Bell Gardens somewhere for over 3 weeks!!!!! I called the office they had to report it, I told her we couldn't possibly control that, she demanded a refund! I gave it to her because that I'm told was our fault too?

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Community Member
Posts: 22
Registered: ‎04-23-2012

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

Oh and so when the purse gets there she'll get that for free too!


No negs from her yet, was it worth it.


Yes.

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Community Member
Posts: 4,659
Registered: ‎03-19-2006

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam



That simply doesn't happen. A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.



The three scenarios I pointed out above are the ONLY explanations as to why a package would show "delivered" but supposedly never received.




lol, we have packages scanned as delivered here, that are still in mail carriers truck. they either couldn't fit them in the cluster box or the package box was full with  another's mail.



they scan them when they want in most cases. i still have one showing scanned out for delivery , been 2 months.



have several that were never scanned but were delivered.

age is a measure of time , wisdom is the measure of how we used that time
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deeplist
Community Member
Posts: 344
Registered: ‎08-20-2008

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam


The post office has many LESS employees now.  Maybe it's that way in that area because it's impossible for that 1 carrier to cover a huge area in a 7- 8 hour shift. Count your blessings if you post office is near you and you have competent carriers!



 


Postal downsizing has NOTHING to do with it. Again, the USPS is legally obligated to serve all Americans, regardless of geography, at uniform price and quality. There is absolutely NO WAY that any post office is going to REQUIRE you to meet your carrier at some gas station to collect your mail. PERIOD.


 


And if they do, for whatever reason, and you believe you have to do that in order to get your mail, then you need to contact them and file a complaint against that particular post office because they're not doing their job.

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Community Member
Posts: 2
Registered: ‎03-10-2011

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

It has happened to me when I've ordered items from Amazon and they use ONTRAC to deliver.  I have received the item 1 to 3 days after it shows delivered.  Also, one time with the USPS but got an apology from the postman who said he just forgot to leave it.

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Community Member
Posts: 1
Registered: ‎02-15-2012

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam

Actually, this has happened to me. I live in a 3 lot complex and the walk from the street to my home is about a 100ft walk. The mail carrier knows I receive a lot of packages and usually waits a day until more packages arrive to make the walk up to my home if they do not fit into the mailbox up front. I acutally have a package now that is scanned as delivered, but will most likely show up tomorrow along with a few other items I'm expecting.

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homecomforts
Community Member
Posts: 1,611
Registered: ‎03-04-2005

Re: Buyer says did not receive item . Tracking shows delivered.

in reply to atouchofeverythingmam


If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:



1) The buyer is simply lying and they really do have the item.


2) Somebody stole the package from the mailbox or doorstep.


3) The item was delivered elsewhere by mistake, like the neighbors for example.



Don't automatically assume the buyer is lying. This same situation has happened with things I've sold a couple of times and it turns out the package was delivered at the neighbor's house by mistake and it takes another 2 or 3 days for it to be returned to the PO and then delivered to the correct address.... or the neighbor eventually takes it to the correct address themselves.



A couple of things to keep in mind:



Calling the buyer's local post office is a good idea, but tell the buyer you're doing it first before you actually do. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package.



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. So, don't get too emotional in your correspondence with the buyer. Keep it professional, take your time, and make no assumptions or accusations.




Very good post. It's always a tricky situation. I've had this occur 4 times in my selling career. The first time, the buyer was finally able to locate it at another address that was similar. The second and third time, the buyer and I agreed to split the cost . The fourth time, I told the buyer it showed delivered and to check around. She emailed me to tell me that she checked with the neighbors but no package. I told her I would let her know if it came back to me but it did not and she did not contact me further. I don't know if it ever found her or not. When I get a misdelivered package, I put it back out for redelivery.



Like the quoted post, keep lines of communication open and do what you feel is right and fair. There is no one solution that fits all problems.

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