Customer claims it did not receive package, but it shows delivered
What to do when customer claims it did not receive package, but it’s showing that it was delivered?
12 comments
What to do when customer claims it did not receive package, but it’s showing that it was delivered?
mam98031
·1 year ago@vinasfashioncloset
If your buyer is asking you about it, let them know tracking shows delivered and they should contact their local carrier for more information. If you shipped within your stated handling time, to the address on the buyer's payment and uploaded tracking within your handling time, you are covered under seller protection when the tracking shows delivered but the buyer says they didn't get it.
casprrr
·1 year agoYears ago, I had a buyer open in INR case. Their item was either stolen or misdelivered, as tracking showed a delivery time in which they said they said they would not normally have received mail. As a seller, respond to the multiple reminders you'll get from eBay, even if they all say the same thing. Provide tracking number, and as long as it shows that it was delivered, and mailed to the correct address, eBay will settle in your favor.
I suggest being courteous and professional with the buyer, who is likely disappointed and upset. Although they didn't receive their item (fortunately it wasn't too expensive), my buyer was apparently satisfied with the way that I handled the situation as a short time later they bought from me again. Before shipping their second purchase, I messaged them and asked if they would like me to ship with a signature required on delivery option, which they opted for. Hopefully your buyer is as understanding as mine was! Good luck!
simply-the-best-for-you
·1 year ago@casprrr
I suggest being courteous and professional with the buyer, who is likely disappointed and upset. Although they didn't receive their item (fortunately it wasn't too expensive), my buyer was apparently satisfied with the way that I handled the situation as a short time later they bought from me again. Before shipping their second purchase, I messaged them and asked if they would like me to ship with a signature required on delivery option, which they opted for. Hopefully your buyer is as understanding as mine was! Good luck!
This is the way. We all receive misdelivered mail. It happens to me constantly, as does the opposite, most recently with a 15K check that was apparently misdelivered. In all my years here (28ish), every single INR I've ever had was telling the truth, most of them eventually showed up. There was a couple that never were completely resolved as far as finding the pkg, but I felt 100% confident they were telling the truth. I try to help the buyer through the process as much as possible b/c it unfortunately happens way too much. I have 3 pieces of missing mail in the last 2 weeks. I'm sure they got delivered to someone else.
johnrj1226
·1 year agoSuggest they look around their home, yard, ask family members or roommate(s) or dogs. Send the a copy of your tracking number (expanded) via eBay Message. Suggest they go to their local PO w/ tracking in hand and have them do a GPS search to determine if the carrier miss-delivered. . If they open a case with eBay for non delivery - DO NOT engage in a discussion with them, simply add the tracking number to the case - you'll be good to go - then block them from buying from you again. Engaging discussion can result into a full refund and the buyer keeps you item.
fbusoni
·1 year agoMiss Sent, Miss Information, and now... Miss Delivered.
VERY interested to know more about these gals. ðŸ˜
pickapaper
·1 year ago@fbusoni wrote:
"Miss Sent, Miss Information, and now... Miss Delivered.
VERY interested to know more about these gals. "
They are the daughters of Mr. and Mrs. Sippi
fbusoni
·1 year agoTouché!! ðŸ˜
transtraders
·1 year agoYou can open a missing mail investigation with the postal carrier as well.
mam98031
·1 year ago@transtraders
USPS won't let you do that when tracking shows it was delivered.
transtraders
·1 year agoWhat about other carriers?
mam98031
·1 year agoIt it is a carrier that Ebay accepts, you have the tracking number loaded into the transaction and it shows delivered, sellers are protected. However the seller should work WITH the buyer in a polite and professional manner to help them try to find their package.
https://www.ebay.com/help/selling/posting-items/setting-postage-options?id=4089
lakefor94
·1 year agoSuggest the usual to the buyer... check with other household members, did they receive It?
Check with neighbors and the postman.
If the buyer opens a Item Not Received case, enter the tracking number into the case and you are a winner when the case closes out.
Just make sure to respond to the INR case if the buyer opens a case.