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Providing documentation for a non-delivery case
Summary: nanuktheblueeyedkingofthenorth shared an issue about not receiving an item purchased online, despite tracking showing delivery. They discovered the package was sent to a different address. arraus advised on steps to address this with eBay, emphasizing the importance of submitting reports on suspicious seller activity and contacting eBay customer service directly. They provided detailed instructions on collecting evidence and suggested using various contact methods to resolve the case and secure a refund under eBay's Money Back Guarantee.
I purchased an item and I did not receive it, even though the USPS tracking shows it was delivered. I went to the post office to find out if the item was sent to my address. The post office confirmed that the item was not sent to my address and they provided me a printout that shows the item was delivered to a different address. They had to redact the house number, but the printout clearly shows it was sent to a different street in my same city and zip code. I have opened a case with Ebay that my item was not delivered, and the seller is asking for it to be closed because they sent it and the tracking shows it was delivered. Does anyone know how can I provide my documentation to Ebay so they can see that it was not sent to my address? I don't see a way to give them more information on the case. What the seller did is mail fraud and is illegal.
eastlaneave
Mentor3 weeks ago@nanuktheblueeyedkingofthenorth
I want to clarify that you should gather your documentation first, before you contact customer service. Ask USPS for the weight of the package they delivered if it's not on the printout you got.
You will (likely) lose the Item Not Received case, but you can win by following the steps provided by @arraus before you appeal. Don't appeal, follow the steps.
Use eBay's social media-based customer service to get assistance, they are more experienced in this situation.
- https://www.instagram.com/ebay/
Just sent a private message to the page explaining what happened.
You'll get a message to authenticate yourself, then wait for the reply
The team works 6am-6pm PST, Monday-Friday.
arraus
Mentor3 weeks ago · Edited@nanuktheblueeyedkingofthenorth
Grrr, so sorry you're going through this. You've done all the right things so far.
You might want to wait until the Item Not Received case has been closed (probably in the Seller's favor). After that happens, use this process...
STEP 1: Submit the Report an issue with a seller form: https://www.ebay.com/help/action?topicid=4022
Select Suspicious seller activity,
then Other.
Suggested phrases to include, when applicable (helps pass initial automated screening):
"Seller uploaded tracking not associated with my transaction"
"Tracking details were not accurate"
"Seller used a false tracking number"
Keep it brief. Attach your facts, evidence, or carrier proof, but do not write a novel since it is initially read by a computer. See GATHER PROOF FROM CARRIERS below.
STEP 2: Contact eBay Customer Service
Ways to Contact:
eBay Help & Contact
- Scroll to bottom of page, click Contact us blue button.
- Select "Buying", "Get help with an itme that hasn't arrived" THEN look on the LEFT SIDE of page, under Contact us section. Choose an option.
- I prefer to use Chat and type "AGENT" in short message to get a human fast.
Send a direct message to the eBay Instagram page: https://www.instagram.com/ebay/
Communicate this to eBay CS:
Explain you have a fake or false tracking number situation. Inform them that the seller uploaded a "false tracking number" on your purchase. Share any documentation you gathered. Request a refund.
I hope that helps. You should get a full refund, including all shipping, if you file. You are protected by the eBay Money Back Guarantee... if you file the forms and once they confirm.
GATHER PROOF FROM CARRIERS:
If you suspect a scam tracking number (where a seller ships to a different address in your zip code), do this:
Call your local post office or carrier. Ask if your name and correct address were on the shipping label (provide it to them).
If yes: Ask them to check the delivery GPS, retrieve the package, and bring it to you.
If no: Ask for a written statement or proof showing it wasn't addressed to you, and get the package weight.
Check Carrier Details Online:
UPS: Go to UPS Tracking, click "Proof of Delivery" for weight and delivery details, and screenshot it. If it's a scam, email
reportfraud@ups.comto request a letter stating the tracking number is not for your package or address.FedEx: Go to FedEx Tracking, click "View More Details" to check the package weight, and screenshot it.