Buyer says didn’t receive item, but tracking shows delivered
When I go to the chat to ask what to do, I keep getting an answer that tracking shows delivered. I know that! But the buyer says they didn’t get it. Every time I ask the chat what to do, it just keeps saying, “tracking shows the item was delivered.†Omg, I know that! What am I supposed to do if the post office shows delivered but the buyer says it wasn’t. Is there another process or something? I have no control over the package once I take it to the post office. So not sure what I’m supposed to do. Thank you,
26 comments
momtoabeautifuldaughter
·10 months agoDid you click Save and Continue on this page? It seems redundant but you need to
krys888
OP10 months agoOkay I’ll check that out!
buyselljack2016
·10 months agoSomething that I do on the rare occasion that I get an INR is to, in a message, provide the buyer with a photo of the "Online Label Record" that I get with each label purchases showing the buyer that the item was shipped to the provided name/address.
(I know some sellers do not do the Online Label Record)
krys888
OP10 months agoI sent her a picture of the post office scan receipt. She just kept saying I understand but the package isn't there.
the_fancy_fox
·10 months agoI respond back to the buyer and tell them I will be contacting the post office and I will see if they have a GPS scan for the package. A lot of them do. And then I will do it and I will report back to the buyer that the GPS coordinates show it was their house that it was delivered to, if that was the case.
If the buyer then asked me well I “But I didn’t get it !†usually I will tell them to go check with the neighbors, family members, etc.. Do they have a camera? Was there a porch pirate who stole it? That’s something you’re not responsible for.
If it does have GPS scan and it shows it delivered to the wrong place then I file a claim on behalf of the buyer. I’ve had it happen once. Street name was the same but they were across town from each other. Post person then went to go retrieve the package and of course the people there said they did not get any package. They did refund.l me and I passed it on to the buyer. This was a while ago. I do not know if those rules have changed
golfingaddict
·10 months agoI think eBay purposely leaves this open ended and even confusing/threatening to lead the seller to refunding.
We are led to believe that escalating to eBay leads to immediate defect and loss or item or money.
This is one case in which it doesn't. I suspect, like the OP, some are confused and it leads to refunds to buyers even though it is not necessary.
pickapaper
·10 months agoYou've already been told what to do so I will just add that "tracking showing delivered" is one of the few places where a seller is covered by eBay as long as you respond to the claim. If a porch pirate steals a package that has been delivered, you are not responsible for that.
You might want to send the buyer a message and tell them that the tracking shows the package was delivered on such and such date and that he might want to check with family members or neighbors to make sure that someone didn't pick up the package. He can also check with his carrier to see if they remember the package, also with his post office as they can look on their internal records and see exactly where the package was delivered.
krys888
OP10 months agoShe and I already went through all that exchange the first two days, which is in our messages, so thinking about it, that’s good, because ebay can see that I did those steps, Okay, I’m going to not worry about it for now anyway. Thank you all!
krys888
OP10 months agoI think what’s throwing me is ebay using the term “work something out†in their information. What is there to work out? I packed, shipped and tracked the package. What would there be to work out??? I think that’s what scared me. Like, is there some aspect of this, of mail, that I’m not getting that would put any of it on me? I think that’s what threw me/scared me.
inhawaii
·10 months agoWhen responding to the INR sometimes the box for the tracking number will already be filled in, in which case you're good to go. Sometimes not, in which case fill it in.
For the comments, just say something like ... "Tracking shows package delivered on X date..."
In a few days the case should close in your favor.
krys888
OP10 months agoThis is the message I’m getting. Does this mean I shouldn’t worry about it? I’d contacted the buyer right away when I got the notice a few days ago. She responded saying she sees the tracking too but that it was not in her mailbox or her door or anywhere. She messaged me every day saying “nothing yet.†So, it’s been more than three days now, I think, so wanting to make sure I’ve done all my due diligence and all that. Thank you all so much for your help. This is a first for me so am a little freaked out LOL.
participatrophy
·10 months agoSome of the wording in your screenshot is kinda throwing me now that you mention it. Hey @wastingtime101 it's been a while since I had an INR, is OP good to go here?
wastingtime101
·10 months agoYes @participatrophy .
As long as tracking confirms delivery to the address on the order and you see that tracking is on the claim @krys888, you're fine.
I suggest using the option within the claim to add a reply, something like:
USPS confirms delivery on [date] via [tracking number]. If you're unable to locate the package I suggest checking with your housemates, post office, mail carrier, and neighbors.
That's not required, but it's good CS to offer some suggestions for the buyer.
krys888
OP10 months agoThank you!
klhmdg
·10 months agoIf your buyer filed a Not Received case.
Add the tracking number into the case.
krys888
OP10 months agoYes, they opened a not received! But the tracking number is already there, has been since I shipped it. Maybe I have to put it in again somewhere? When I click on the case the options don’t seem to apply. There is no mention of what to do when there is tracking but the customer still says not delivered. It’s confusing and I’m afraid I’m going to click the wrong thing. I tried to get through to customer service, but it’s like I get caught in an AI loop or something. It keeps telling me the same things that don’t apply.
participatrophy
·10 months agoIt seems redundant and the wording they use is terrible ("Update the tracking info for the buyer" or "Share tracking information with the buyer" or "Send tracking number to buyer" or whatever is the one you want) but that's what you're meant to do here. Go into the case and follow the prompts to give eBay the tracking number that they already have and the case will close in your favor.
krys888
OP10 months agoOkay, I went into the case, clicked the update tracking button, but got a message saying “you can’t change the tracking number after the item has been delivered†and I can see the tracking number already autofilled in their form. Any other suggestions? It’s at the three day window so I’m nervous something is going to automatically do something or something. I wish I could get through to CS, but again, the AI bot keeps looping around saying the same thing over and over again, sigh.
participatrophy
·10 months agoYou almost got it. Go back to that screen where it's already autofilled and click 'ok' or 'update' or 'confirm' -- whatever the go button is. Click the go button.
participatrophy
·10 months agoAlso, you mentioned being afraid you're going to click the wrong thing @krys888 . The only other way for an INR case with a delivered scan to end poorly for the seller is if the tracking number isn't put into the case. (Yes, even though it's already there and autofills for you and stuff. It seems redundant because it is but....y'know, eBay.)
krys888
OP10 months agoIt wouldn’t let me reenter the tracking number. It is grayed out. I tried. Sigh. Thank you for trying to help me wiht this. I tried it on both the app and the web browser.
momtoabeautifuldaughter
·10 months agoClick that blue button....that is all you need to do
wastingtime101
·10 months agoI disagree. On an INR with confirmed delivery, sellers should ask eBay to step in after 3 days. It will close out the claim in the seller's favor and add feedback protections. If neither buyer nor seller escalates, it will hang open for about a month until it times out as "no fault" ... not in anybody's favor.
The rules are different for returns, but on non-receipt claims, seller is better off asking eBay to step in as long as they met eBay's requirements for delivery confirmation (possibly additional requirements like sig conf, etc).
participatrophy
·10 months agoGlad I tagged you, thanks man.
jonathanbrightlight
·10 months agoI strongly agree with you, @wastingtime101 . I've asked eBay to step in several times on INR cases showing delivery, and I've never had one go against us.
momtoabeautifuldaughter
·10 months agoIt seems redundant but you HAVE to click on where it says update tracking details for buyer...it will look greyed out but go ahead and click save and continue