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Any suggestions on what to do with this buyer?
I sold the item and shipped it the very next day. Tracking was uploaded promptly, and USPS shows the package was delivered on time to the address provided by the buyer, including a delivery timestamp.
After the buyer reported that the item was missing, I personally went to USPS to verify the delivery information. USPS confirmed that the package was delivered successfully and provided the exact delivery time. Because the package was delivered to an apartment building, USPS suggested that the buyer check with their mail carrier, neighbors, or apartment mailroom in case the package was mistakenly taken or placed elsewhere.
The buyer has stated that the mailroom is secure, but at this point I have fulfilled my responsibilities as the seller by shipping the item promptly and providing valid tracking that confirms delivery.
Unfortunately, I have been unable to reach a live representative through eBay and have only been directed to automated support. The buyer is demanding either a replacement item or a refund, but USPS confirms the package was delivered correctly.
I am looking for guidance on how to escalate this issue with eBay and determine what protections are available to sellers in situations where tracking confirms delivery but the buyer claims the package was not received.
wooden_flower
Mentor4 months ago@northshorefindsco
If sent to the zip code on the payment, and tracking shows delivered, eBay will close a not received case in your favor, if the buyer opens one. Respond to the case by entering the tracking #.
Send the buyer a sympathetic note, gently explaining that they should go to their PO with the tracking # and ask the clerk to look up the delivery. The scanners have gps, so they can see exactly where the package was delivered. If mis-delivered, the carrier should try to retrieve the package.
If correctly delivered and stolen from the buyer's property, it is up to the buyer to file a police report and a home insurance claim, if applicable.
Gently tell the buyer that you are unable to provide a replacement.
northshorefindsco
OP4 months agoThank you. I have done all that you have suggested. Now she just keeps spamming me with mean messages and demands-like every half hour.
wooden_flower
Mentor4 months ago@northshorefindsco
That is extreme. If you click the 3 dots in the upper right of the message, there is a report option. I don't know that any action will be taken since you have a transaction together, but it is good to get the harassment on record. Otherwise, all you can do is ignore them.