Locked
Discussions in this board are limited to the original poster and Community Mentors
I need help with an eBay purchase: the shipment shows as delivered, but FedEx confirmed that it is not associated with my name
Summary: adrianamartir shared an issue with an eBay purchase where the item was marked as delivered by FedEx, but FedEx confirmed the shipment was not associated with their name. They reported the problem to eBay, which initiated an Item Not Received case. Despite providing evidence from FedEx, the case was initially closed in the seller's favor. A participant suggested reaching out to eBay via social media and pursuing a 'false tracking' claim. adrianamartir expressed concern over the resolution and sought advice on further steps. The investigation with eBay is ongoing.
Hello everyone. I would like to share my situation and see if anyone has experienced something similar with eBay.
Seller: Your Essential Smart
Item: Sony PS5 Slim Digital Edition 1TB (CFI-2115) – White
The problem is that I have not received the item.
Initially, the seller said that the item had been shipped without a tracking number. Later, FedEx tracking information appeared, and the shipment is now showing as delivered.
However, I contacted FedEx directly to verify the situation. FedEx confirmed to me that the shipment information is not associated with my name. They told me that eBay should contact FedEx directly to verify who is actually listed as the recipient and confirm the shipping and delivery details.
I contacted eBay and explained the entire situation.
eBay informed me that:
My claim is registered as an Item Not Received case.
I am covered by the eBay Money Back Guarantee.
The seller has 3 business days to resolve the issue.
If the issue is not resolved, I can ask eBay to step in.
The earliest date I can ask eBay to step in is October 1st.
Once eBay steps in, they will review the case and told me they will make a decision within approximately 48 hours.
My main concern is that the shipment shows as delivered, but FedEx confirmed that the shipment information is not associated with my name.
I am not claiming that I know the reason for this discrepancy. I simply want eBay to verify directly with FedEx:
Who is listed as the actual recipient.
The delivery details.
Whether the shipment actually corresponds to my purchase.
Whether the proof of delivery belongs to the correct buyer.
For now, I am waiting until October 1st to ask eBay to step in if the seller does not resolve the issue.
Has anyone experienced a similar situation where a shipment shows as delivered, but FedEx confirms that the shipment information is not associated with the buyer's name? What happened when eBay stepped in?
Thank you for any advice or experiences you can share.
eburtonlab
Mentor2 weeks ago@adrianamartir
Did you have the item shipped directly to you, or did you use a freight forwarder? Using a freight forwarder may void some of your eBay protections.
If you have contacted the shipping service directly to determine that the tracking number does not correspond to a delivery to your address you are likely looking at a case of "false tracking".
If you can, I would suggest obtaining documentation that shows that the package was not addressed to you, then contacting eBay via social media direct message using Instagram and mentioning that you have a case of "false tracking" to be given an opportunity to share your documentation:
https://www.instagram.com/ebay/
If you cannot get documentation, or if that does not work:
Since false tracking allows a scam seller to win an "item not received" case, the next step would be to file a "not as described" return on eBay and be prepared to return exactly what you received if the seller provides for return shipping, or ask eBay to step in after three business days if the seller does not refund you or provide return shipping.
You may have recourse through your payment method if you are unable to get satisfaction through eBay, though once you involve a payment method, eBay can no longer help with that transaction. Be sure you mention "false tracking" specifically, otherwise your provider may assume a simple missing or stolen package and defer to eBay's ruling based on the tracking showing delivery.
In the future, stick to experienced sellers with a long and demonstrated history and avoid new or unproven sellers, or sellers that show warning signs of being drop-shippers or potential scammers: drastic changes in selling behavior or offering deals that are "too good to be true", or shipping heavy items that are unlikely to be profitably shipped via retail shipping.
adrianamartir
OP1 week agoI’m sharing my experience because I would like to know if anyone has dealt with a similar situation.
I purchased a PS5 through eBay, but I never received the item. The seller initially told me that the item had been shipped without tracking. Later, tracking information was added and showed the package as delivered.
I contacted FedEx myself because I never received the package. After several attempts, FedEx provided me with written confirmation by email stating that the information associated with the tracking does not match my name or delivery address. I have this email as evidence.
I opened an Item Not Received case with eBay and contacted customer support several times. eBay support initially told me to obtain written confirmation from FedEx, which I did.
However, when the seller escalated the case, the case was automatically closed in the seller’s favor based on the tracking information, even though I had already obtained written evidence from FedEx disputing the information associated with the shipment.
I then contacted eBay again by email and provided the FedEx evidence. I was initially told that the case would be reviewed, but I later received a response maintaining the decision.
eBay has now reported the seller to a specialized team for investigation, and the FedEx evidence has been included in that investigation.
I am still waiting for the final outcome. My concern is that a tracking number showing “delivered” should not automatically determine the outcome when the carrier itself has provided written confirmation that the shipping information does not match the buyer.
What should I do at this point? Should I simply wait for the specialized team to complete the investigation, or is there anything else I should do or provide to eBay?
I’m posting this to ask if anyone else has experienced a similar situation with incorrect or disputed tracking information, especially when the carrier has provided written evidence.
eburtonlab
Mentor1 week agoIf you do not hear back from eBay you should reach out to eBay via Instagram direct message and see if that investigation has reached a conclusion regarding "false tracking".
adrianamartir
OP1 week agoThe seller's account was closed, but I don't see any information regarding my refund. I'll contact eBay via Instagram.