Customer claims item shows delivered but didn't receive item

Question

As a seller, I shipped the customer's item on time and uploaded tracking number. Customer messaged me earlier claiming item shows as delivered but that nothing is in their mailbox or by their door. What am I supposed to do now? This is a first for me.

wooden_flower · Accepted Answer

@yourachilles

If sent to the zip code on the payment, and tracking shows delivered, eBay will close a not received case in your favor. If he opens a not received, repond to the case by entering the tracking # in the space provided.

Send the buyer a sympathetic note, gently explaining that they must 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.