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Buyer reported item not received but I used eBay provided label and tracking
Upon payment of the item, we used the eBay site to print the FedEx Smart Post label which includes the buyer address as they provided to eBay
FexEx transferred the package to the correct City and Zipcode and provided to USPS as Smart Post works. On day of deliver 4/2, USPS stated "Customer not available or business closed" and then delivered the item the next day but to a different zip code (Which wasn't on the label)
The buyer opened a case of item not received and that case provided me three options, email the buyer which I did and provided the same details above
Refund buyer but I did everything correctly so I wasn't going to do it, or provide an updated label but the package was already there with the eBay provided label.
I was never asked for additional details by eBay and only had the option to wait for them to review the case.
This morning, the case was being reviewed but before anything was asked of me, they found me at fault and refunded the buyer and deducted the funds from my account.
The case states I have no option to appeal and that the decision is final but if the person (most likely AI) had reviewed the eBay purchase order, they would have seen the buyers address, the tracking number and status of the order.
How do I get a real person on the phone to resolve this issue?
croft_manor68
OP4 months ago@comics-scifi-collectibles and others,
This is not always true, my experience over the last 23 years of selling on eBay, eBay owns the Contract with FedEx and will not respond to the seller directly.
I was able to reach eBay support and they also confirmed as Seller I would have not been able to request a claim with FedEx. They have corrected the issue and let me know it was a handling issue on the eBay side, they will correct the problem.
Normally I wouldn't have posted, but I was very frustrated with the fact that I followed all Seller processes and was being penalized.
Jonathan
comics-scifi-collectibles
Mentor4 months ago@croft_manor68 I understand that this is frustrating.
What you should have done is refunded the buyer and then filed a postal insurance claim with Fed Ex. You can still file a claim since they delivered to a completely different zip than what was on the shipping label.
Insurance is for the seller. The buyer is covered by the eBay Money Back Guarantee that says the seller is responsible for the item arriving on time and in the condition stated on the listing.
Filing a FedEx claim
If something goes wrong with your delivery, you can file a claim with FedEx. For all services except Ground Economy, please visit FedEx to file and manage your claim.
If you used FedEx Ground Economy and your package is damaged or lost from the time it’s first scanned by FedEx until it's delivered to a USPS facility, FedEx Ground Economy is responsible for a maximum replacement value of up to $100 plus transportation costs.
To submit a Ground Economy claim, go to the FedEx website, and download and complete the ‘FedEx Ground Economy Claim Form’.
Once submitted, the claim resolution process takes approximately 4-6 weeks. FedEx will email you about the status of your claim. Approved claims are paid to you by check.
With FedEx Ground Economy claims keep in mind: