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FedEx doesn’t update tracking info delivery despite multiple calls
I sent a package via FedEx ( & paid extra insurance & direct signature request) The tracking # info shown that attempted delivery was made on Jan 16 ( the FedEx delivery guy even took pic of the door tag)
On Jan 17th morning, I got a private message from the buyer, telling me that she’s not sure why the FedEx tracking info said they couldn’t deliver the package, but she actually did receive the package in the evening of Jan 16th. She went ahead & left me a great review.
I contacted EBay customer service, & I explained the situation & I asked them to read the chat back & forth b/w me & the buyer, and read the buyer review, who wrote that she has received the item & happy with it.
Despite all that, because I’m a new seller, EBay is still putting a hold of the fund, & they asked me to contact FedEx to update the tracking info. So far I have called FedEx 3-4 times; each times being told they are looking into this; give them 24-48 hrs to update the tracking info. That didn’t happened. So I called the 2nd time. This time, the tracking info did show that I opened a case ( didn’t specify the case though) & after they sent an email to me saying “ thank you for letting us know that the buyer has received the packageâ€, they closed the case. However, this shipment is still not marked as “ deliveredâ€, so EBay is still holding on to the fund. I added screenshot of the email from FedEx on the chat that I have between the buyer & me, & I called EBay customer service & told her to read it as another proof that FedEx has acknowledged about the package delivery. (Btw I want my money back from FedEx for the direct signature-if the delivery guy ended up dropping off the package anyway without any signature; good thing the package was not stolen!)
so I called FedEx again today, asking them to change the status on the tracking info, & again the customer service told me she had to look into this & called the regional office ( that’s what the last customer service told me too)
So, at what point should I file an insurance claim so I can get my money? The package is not lost, & it was actually delivered, but since EBay & FedEx haven’t been helpful, should I file a claim as if the package was lost? At least if I do so, supposedly the insurance company will call/ contact the buyer to confirm if the item was lost, then the buyer can tell them “ the seller has been making efforts over & over to tell FedEx & EBay that me, the buyer, have received the package!!†Why can’t EBay or FedEx contact the buyer directly now ( as part of their investigation) to find out if she has received the package? ( it’s obvious from her review that she has received the item that she ordered but EBay is ignoring that) I’m so frustrated! I hate to bother the buyer asking her to file a claim or make the call whatever; this is not her problem that EBay is holding her payment hostage from me. She said she tried to update the tracking info from her end, but the FedEx website didn’t let her & the website show error message ( she sent screenshot of it on our chat)
Please help! As a new seller this is not a great experience for me on EBay, & also I used to think FedEx is better than this. Also I don’t think EBay is being fair to me. I know I’m a new seller ( but have been a long time buyer) I shipped the item within 2 days, wrapped it with care, & EBay rep could see the buyer has left a great review for me & that she has received the item.
