Item shows delivered, buyer doesn't have it and says I have to file the claim?

I shipped a $400 item via FedEx for which tracking showed as "delivered - given to customer" on Dec. 23. On Dec. 24, the buyer opened an eBay request for a refund, claiming he didn't have the item. I updated the dispute with the tracking information, and after a few messages back and forth, the buyer seemed to think (based on his security footage) that the package might have been delivered to his neighbor (who denies it). He then said that he filed a claim with FedEx. All of this on Christmas Eve (fun times!)

I looked at threads online about this, and apparently as long as the item's tracking shows that it was delivered, eBay will eventually find in my favor. So I was just going to wait it out, since the buyer seemed to understand that the issue was between him and FedEx.

Today (5 days later) I received the following message: "Hi, just called FedEx and they told me that they can't find it, so they told me that the Shipper (you) needs to file a FedEx claim for LPP. Thanks"

First, I don't know what "LPP" is. And why would I file a claim for a package for which tracking shows as delivered? Is this normal? Isn't this the receiver's responsibility if the shipper can't find the package? I'm 100% willing to help him, but I don't want to do anything stupid (inadvertently) to jeopardize my situation. Ebay already has my $400 on hold. Obviously, he deserves $400 from FedEx but I feel like that's between him and FedEx. What should I do?

Any advice? Thanks in advance. This is my first experience with something like this!

zoeriley

1070 View listings

Posted 3 years ago·Last reply 3 years ago

6 comments

calicorecordsandcds

·3 years ago

442 View listings

I hope this helps.

Any time something goes wrong contact CS immediately and let them know what is going on.

My question is WHY ON EARTH ARE YOU MAKING THE CUSTOMER DO THE FOOT WORK AND BUYING WHAT THEY TELL YOU! If I had gotten this I would have been on the phone with Fedex STAT (Sooner than already there). I would do 100% of foot work until package is found or claim is completed.

The buyer AND YOU ARE WRONG! AS A GOOD SELLER! THE RESPOSIBLITY TO DO THE PROPER THING WITH FED EX IS UP TO YOU. YOU ARE THE SHIPPER.

To have a seller tell you that it is up to you to file a claim really sucks. I hope you learn from this

I am not going to verse you in FED Ex things you need to go to FED EX and read and learn about what and how to do things. LPP (Local policy and procedures).

Yes this is normal however you so far have set your self up to be scammed. Again no it is not the receivers responsibility it is yours.

I recommend these steps:

1) if you have not already contacted CS do so now! Explain everything as it is up to now.

2) Contact FED EX Explain that you a seller shipped a package it shows delivered but, the costumer states they never received it, start a case on it on the phone with FED EX REP they can help guide you.

3) while waiting for the outcome of investigation by FED EX on case usually about 2-3 days. send customer msg let them know that you are actively involved with Ebay and FED EX and ask them to be patient thank them for the assistance they have provided. Ensure them you will keep them informed.

4) Read up on all policy and best practices for every single platform you will use FED EX, UPS, USPS, EBAY.

5) I hope you insured package. If not then you might want to consider that in future.

6) Engage with customer every 48 hours even if nothing as changed. Continue to ask for patience and ensure them you are on this issue.

7) If by day 3 FEDEX has not gotten back with you. You call them ask what is going on and get a status update.

😎 The $400 your customer will get if the package is not found will in fact come from you. The claim from FEDEX will if you were properly insured will go to you.

Many sellers jump in the deep end without ever learning to swim first. Ebay depending on how you handle this from this point out may not take the $400 from you and may depending on the outcome of the FEDEX investigation and how you are handling this. Your questions from this point on need to be answered by CS not here.

I really hope this works out for you.

Happy New Years Everyone

gunz

albertabrightalberta

·3 years ago

PROFILE SIGNATURE! NOT DIRECTED TO YOU: I can explain it to you but I can't understand it for you.104 View listings

@calicorecordsandcds wrote:
I hope this helps.

Any time something goes wrong contact CS immediately and let them know what is going on.

My question is WHY ON EARTH ARE YOU MAKING THE CUSTOMER DO THE FOOT WORK AND BUYING WHAT THEY TELL YOU! If I had gotten this I would have been on the phone with Fedex STAT (Sooner than already there). I would do 100% of foot work until package is found or claim is completed.

The buyer AND YOU ARE WRONG! AS A GOOD SELLER! THE RESPOSIBLITY TO DO THE PROPER THING WITH FED EX IS UP TO YOU. YOU ARE THE SHIPPER.

To have a seller tell you that it is up to you to file a claim really sucks. I hope you learn from this

I am not going to verse you in FED Ex things you need to go to FED EX and read and learn about what and how to do things. LPP (Local policy and procedures).

Yes this is normal however you so far have set your self up to be scammed. Again no it is not the receivers responsibility it is yours.

I recommend these steps:

1) if you have not already contacted CS do so now! Explain everything as it is up to now.
2) Contact FED EX Explain that you a seller shipped a package it shows delivered but, the costumer states they never received it, start a case on it on the phone with FED EX REP they can help guide you.
3) while waiting for the outcome of investigation by FED EX on case usually about 2-3 days. send customer msg let them know that you are actively involved with Ebay and FED EX and ask them to be patient thank them for the assistance they have provided. Ensure them you will keep them informed.
4) Read up on all policy and best practices for every single platform you will use FED EX, UPS, USPS, EBAY.
5) I hope you insured package. If not then you might want to consider that in future.
6) Engage with customer every 48 hours even if nothing as changed. Continue to ask for patience and ensure them you are on this issue.
7) If by day 3 FEDEX has not gotten back with you. You call them ask what is going on and get a status update.
😎 The $400 your customer will get if the package is not found will in fact come from you. The claim from FEDEX will if you were properly insured will go to you.

Many sellers jump in the deep end without ever learning to swim first. Ebay depending on how you handle this from this point out may not take the $400 from you and may depending on the outcome of the FEDEX investigation and how you are handling this. Your questions from this point on need to be answered by CS not here.

I really hope this works out for you.

Happy New Years Everyone

gunz

I disagree with much of @calicorecordsandcds 's recommendations. Once tracking showed delivery and stated that it was handed to the person, the OP/seller doesn't need to do further legwork.

Whatever happened occurred in the buyer's location so the buyer is in a much better position to work on locating the item (if indeed it went missing).

Filing a claim for reimbursement (by either party) isn't going to succeed since tracking shows delivery. Insurance is for lost, damaged or rifled items, but not for theft after delivery.

calicorecordsandcds

·3 years ago

442 View listings

I also find it concerning how anyone who does not sell anything has any opinion at all. Take what you will from what I said. I am sure you sell much more than I do.

pburn

·3 years ago

329 View listings

@calicorecordsandcds

Discussion board participants are not required to post with their selling ids. They can use their buying ids, like I do, or what is referred to as a "posting id" which may have no activity at all.

Having been registered with the Community since 2011, that member has accrued 21,217 "helpful" posts and has had 1,244 posts selected as an OP's solution to their thread.

I believe you owe @albertabrightalberta an apology for the insinuation due to your misunderstanding of community posting activity.

pburn

·3 years ago

329 View listings

@calicorecordsandcds

Oh, and just noticed @albertabrightalberta has also been a Community Mentor--a small group of Community discussion-board participants chosen for their expertise in eBay transactions, policies and procedures--since 2018.

calicorecordsandcds

·3 years ago

442 View listings

Whoopie doo! I don't care if they are the queen of England. For anyone to imply that membership makes you an expert and all others should bow to their will is Ludacris. I find that most of the so called experts are :

1) typically rude

2) not always right though they claim to be

3) feel entitled to act or say what they want.

I am sorry but, I don't work that way.