buyer says package never received
tracking shows package delivered usps. buyer says never received. what are my obligations as a seller?
15 comments
tracking shows package delivered usps. buyer says never received. what are my obligations as a seller?
jksteinhart1
·1 year agoI wish I would have come to you at the beginning. You have been so helpful. Everybody keeps referring to this wrong tracking num. And I Thank you for reaching out. It turns out that he was sending the package to the wrong address. He kept telling me not to refer back to that tracking number because it was wrong but it was based on the tracking number that my case was closed because it shows that the package was delivered. But after I called FedEx referring to that tracking number it wasn't my address on the package. So I bet he realized that after he sent it out and that's why he said that that tracking number was no good. Then he kept telling me he was sending it out and it would be two days via FedEx but when I asked him for the new tracking number and when I should expect the package he couldn't give it to me. I waited a week and tried to get more information from him but at the end of the week I was done. He never did get me the products. So PayPal reversed the charges because eBay wouldn't help me and just closed the case. I think the address as to where it was delivered would be important to check first if there is a problem. It'll be a while before I order through them again. But you are very kind. Kathi
mam98031
·1 year agoThe seller kept stringing you along in the hopes that you would allow them to do that until you lost your Money Back Guarantee timeline, which is 30 days from the receipt of the item or in your case from the purchase date.
Review the information I gave in post #13.
supermom52
OP1 year agoAs I stated above, the customer had the wrong address in her profile or in the shipping area right when she was paying with her credit card ...she told me that. She went back to change it to the correct information but evidently it was too late...the shipping label came through my end at the incorrect address info. So it must not have been saved somewhere along the way...
luckythewinner
·1 year agoA buyer cannot change the delivery address after they have paid.
Many shipping services calculate the rate based on distance, so if the buyer changed the delivery address afterward the shipping amount would need to be re-calculated which would required an additional charge or a refund.
eBay is not equipped to accept multiple payments for the same transaction. So the correct solution is to cancel the sale for "problem with buyer address" and have them purchase again.
mam98031
·1 year ago@supermom52
Still the buyer's fault, NOT yours as I previously explained.
toysaver
·1 year agoIf the buyer opens an INR (item not received) case make sure to respond and add the tracking even though it's already part of the transaction. It also has to be entered from you as part of the INR case.
supermom52
OP1 year agoHi. That's exactly what I have done so far....why does eBay even bother opening a refund case for the buyer?
mam98031
·1 year agoBecause sometimes these buyers have a legit claim. We have sellers out there willing to scam buyers by using fraudulent tracking numbers. I've had it happen twice last year.
Try to keep an open mind. Few things in life only happen one way.
supermom52
OP1 year agoThanks for your help... just waiting on eBay now.
In the meantime, I received another return request 😱.
What a bad week ...the post office said they delivered... evidently the customer had the incorrect address information on the package. She said she changed it to hers before hitting the credit card payment button, but I'm wondering if you have to hit SAVE somewhere first for the address changes.... waiting on this outcome too ....
soh.maryl
·1 year agoWhen a buyer makes a purchase, and pays, the buyer is shown the address to which the package will be shipped. If that address is incorrect, all the buyer needs to do is change it right there. And afterwards, the buyer needs to go into her/his eBay information and make the correction there so that the right address will come up when further purchases are made.
mam98031
·1 year ago@supermom52
YOU are not responsible for this when it happens. YOU are required to ship to the address on the order. The BUYER is responsible for supplying the correct address. I'm not sure why the buyer filed a Return request since they don't have the item to return. So all you need to do is approve the return, when the buyer can't return anything, it will close in your favor. But YOU need to approve it within the 3 days you have to respond.
If you don't respond to the Return Request within those 3 days, then the buyer can ask Ebay to step in. It is likely Ebay would just approve the claim and refund the buyer and not ask for them to return the item.
jksteinhart1
·1 year agoThat's exactly what happened to me. I am the buyer. The seller even told me that they gave me the wrong tracking number or fake tracking number and two weeks go by and still no product. When I tried to dispute Ebay closed case because of the tracking number shows delivered but it was wrong and here I sit without product and a closed case. I think there is fraud going on but how do I prove after they close a case.
mam98031
·1 year ago@jksteinhart1
You need to contact Ebay directly, however first gather some evidence. The message that the seller admitted to giving you the wrong tracking number will be important, so gather that up. Now go to the carrier and contact them. Tell them your problem. Ask them for as much info as they are willing to give you about the address the item was delivered at. Also ask for the weight of the item delivered to the other address.
Often times the weight on the package is much lighter than the item you actually purchased and that is easily seen many times. So get that info. Also ask them if you can have a copy of the last pic taken, hopefully that will be at the delivery address. But even if it isn't, if it isn't of the correct size and weight for what you purchased, that helps to prove your assertion.
I had this happen to me twice last year. By doing what I described above and then contacting Ebay with this info, I won both of my claims. I sincerely hope this helps you too. Please come back and let me know how it goes for you.
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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
luckythewinner
·1 year agoAlthough delivery confirmation allows a seller to win an INR case, some sellers want to help their buyers locate the package. Some will even send a replacement even though they are not obligated to.
So eBay allows the buyer to file the dispute, because not all sellers see winning the INR case as the end of their customer service obligation.
If your buyer opened an item not received case copy/paste tracking showing delivery. Since the item shows delivered you will win the case and have no further obligations on that transaction.
If the buyer is messaging you take a screenshot of the tracking showing delivery and send it to the buyer along with the tracking number that the buyer can copy / paste into usps to see that it was delivered.
Them you can also tell the buyer to check with neighbors, people who the buyer lives with to find out if they have the package. The buyer can also talk with their post office to get gps of the exact location of the delivery.
Buyers are responsible for ensuring a safe place for their delivered goods. If they have a porch pirate they need to report the theft to the police and homeowners insurance.
Sellers are not responsible for items stolen after delivery.