How would you respond to this buyer?
Hello, I haven't left feedback yet because USPS lost my item. If you look at the tracking, it says it arrived, but I didn't get it. I waited for a few days before reaching out in case it was delivered to a neighbor by mistake, but it's already October 12, and it's never turned up. I realize that this is totally a post office error, and would not leave your negative feedback. I was hoping you could help me. If the item was insured, then I would like the USPS to issue me a refund, since they lost it. I can initiate it, or you can if you have the receipt. I wanted to reach out to you first. I would never ask you to refund it, however, the post office should pay me what I am out because they lost it. As you can see from my extensive feedback, this never happens. I just don't want to be out of pocket for what I paid since the post office lost it. I hope you understand. Please let me know what you advise I should do. Thanks so much!
12345jamesstamps
·11 months agoIf tracking shows arrived.
You can google the address in question to see if what type of structure it got mailed to and respond accordingly...a house with a porch...a business...an apartment building.
Not responsible for porch pirates or neighbors stealing or employees keeping other employee mail.
mamacassidy
·11 months agoAs others have said, I'd tell them they need to go talk to the post office and find out where/ when it was delivered. I'd tell them that the USPS uses GPS tracking, so they can tell you the exact time and location of the delivery. I have had this happen a couple of times, and both times, I got the item delivered back to me within a couple of days.
But really, there's nothing else you can do as the seller.
As far as feedback goes, if they leave a negative based on not receiving it, you can have that removed if tracking shows delivered.
Item delivery issues
We remove neutral/negative feedback when the buyer is referencing:
meme6253
·11 months agoI agree with caldreamer on this one, Seems to be the best answer to this particular issue.
caldreamer
·11 months agoExplain to this customer that USPS will NOT refund money for theft due to "porch pirates" as their tracking shows the item was delivered. You should give customer USPS tracking# and advise them to go to local post office explain they did not receive package and ask for GPS coordinates of where this package was delivered to.
If customer opens "did not receive item" you will win the case (of course, customer can still leave negative feedback).
Sellers are NOT responsible for "porch pirates" but if this is a low-cost item and are feeling generous you could refund their money.
a_c_green
·11 months agoThis works. I was able to see their in-house intranet printout when I asked them to look up the coordinates of something I had not received, and it even had a small map printed out showing which mailbox the carrier was at when the Delivered scan was made.
It will be best if the buyer does this rather than you attempting to check on it remotely from your end as the buyer's PO will have local knowledge of where it might have gone and why. (It might also show the buyer that it did arrive at his place but was then stolen off the porch, which is not your problem.)
stainlessenginecovers
·11 months agoFirst you need to tell us what tracking says.
If it says 'delivered' (and per the buyers message, sounds like it did)
then my response would be
'Hello, sorry but tracking shows it was delivered so the post office did not lose anything. They also would not pay a claim since it shows delivered. It may very well have been stolen, or misdelivered. You would need to ask your carrier right away if they remember delivering to you. Do you have a secure place for packages? Was it delivered on a porch in plain site from the street?
You, as the seller, can also choose refund the buyer, in full, if the item is not too much $$, you don't want to risk a negative (who cares?) etc.