Buyer states item not delivered. Tracking shows delivered over 30 days ago on 9/18.
buyer states item not received. Tracking shows delivered. Am I obligated to refund the buyer?
 
8 comments
buyer states item not received. Tracking shows delivered. Am I obligated to refund the buyer?
 
wastingtime101
·2 years agoHey @kontio123 . If they filed an INR (item not received claim) then upload tracking to the claim. Buyers are responsible for providing a secure delivery location. Sellers are not responsible for refunds when a package is successfully delivered.
Whether they filed an INR or not you can send them a message similar to this.
Buyer,
According to tracking [number/carrier], your package was delivered on [date]. Here are some steps you can take to try and locate the package.
1. Call your local PO and ask them to check the GPS coordinates to make sure it wasn't delivered to a neighbor.
2. If they confirm it was delivered to your address, ask them to check with the carrier to find out where the package was left. Sometimes carriers will leave packages by the garage or behind the bushes if they think it's more secure.
3. Check with other members of your household and your neighbors to see if someone else picked up the package and put it aside for you.
4. If you come to the conclusion that the package was stolen off your porch then you can file a report with the police, USPS and your homeowners insurance.
5. If theft is a pattern in your area, then look into more secure delivery options such as a box for your porch, a PO box, or having packages delivered to a friend/family member or your work address.
Seller
gwenscupboard
·2 years agoShow them the USPS tracking # shows the item has been delivered on (date/time).
You are not obligated to refund the buyer just because he/she "says" they didn't receive it.
They need to check with their local PO/carrier, they can see where the package was delivered.
Do NOT tell them to open an INR (item not received) case because INR cases are marks against your service metrics and too many can be hazardous to your account.
reallynicestamps
·2 years agoI asked about that policy on eBayCanada, because it had never been mentioned there and I wondered about the dissonance.
Apparently dotCOM sellers get a Defect for ANY claim, so it may be best to settle outside of the eBay process. However, I am not sure if that is also true of eBaydotCA. devon@ebay What is the Canadian policy?
Hi @........! When it comes to return claims, a seller would get a defect for a SNAD (not as described) case if they do not handle it themselves and eBay has to step in and force a decision on behalf of the seller. If the seller handles the SNAD return without us needing to step in then there would be no seller defect placed on the account.
I think this means that if the Claim is filed and the seller deals with it without argument, there is no penalty to the seller.
It would only be the seller who refuses to cooperate with the process who is penalized.
@elizabeth@ebay could you clear this up?
reallynicestamps
·2 years agoYou have no obligation to refund through eBay, but if the buyer is determined they may go to Paypal or to their credit card.
And they have 180 days from purchase to do this.
In either case, showing delivery to the address the buyer supplied should end the case.
But do respond to either eBay or the buyer's payment processor. They may or may not already have the information, but your response is very important to the mechanical mob who process Claims.
albertabrightalberta
·2 years agoIf the buyer simply sent you a message claiming non-receipt, tell him/her to open a claim for INR (item not received).
Once you get notice from ebay, respond with the tracking number and in the comment section, state "based on USPS, tracking number (fill in the blank) was delivered on (date) at (time).
In 3 days, the case will close automatically in your favor and if it doesn't, you can go back and request ebay to step in. This is one of the few occasions where ebay will step in and rule in your favor.
(The following is your screenshot with personal information cropped.)
ETA: In answer to your question about refunding, no you are not obligated to refund.
slippinjimmy
·2 years agoNo you are not obligated to refund anything, send them a link to the USPS tracking page showing delivery.
Tell them to check with other residents or their local post office.
You need to report your post, you can’t show someone’s contact information in a public forum.
jrkirk
·2 years agoIf the buyer files a item not received claim with eBay, then post the tracking number and related information (shown above), and the claim should be automatically closed in your favor. Further, ignore the problem if there is no claim filed.