Item shows delivered, customer says they didn't get it. I updated tracking, what happens next?
A buyer messaged me stating that they never received their order, which was marked as delivered on Saturday, July 15th. The buyer has left an item not received request and wants a refund.
I read up on eBay Community about what I should do in this situation, so what I did was use the option to update tracking, and attached the USPS tracking number (proving that it is marked as delivered) and left a comment apologizing and stating that I hope the problem can be resolved.
What do I do now? I've read that most people do nothing as buyers will often lie in hopes of getting a refund. I would hate to be out my money and item. Is there any more I should do to keep my money, while hopefully satisfying the buyer as well in case they're being truthful?
flishseller
OP3 years agoWell alright, great! I feel bad not doing what the buyer wants, but it just feels strange that I would lose money and my product for something I'm not responsible for, and this situation all just seems odd and ingenuine to me for some reason. Doesn't help that the person's order came in two different packages so I found it strange that not one, but two packages somehow got lost despite reading as delivered.
Thanks a lot for the help! I'll do as you said and wait. I appreciate the advice a ton!!
mam98031
·3 years agoI completely understand. I do too when I have a transaction like this. It is normal because you are a good and caring seller. That is a good thing.
flishseller
OP3 years agoHello! I don't know if anyone will see this now, but I've got an update and another question.
The buyer didn't reply to my response to their request for a few days, and I got the money for the item. I thought it would end there, but they have now sent me a reply to my message, basically reiterating that they didn't receive their item and that they want a refund.
Now what do I do? Thanks!
mam98031
·3 years ago@flishseller
Nothing has changed. You are protected by Seller protection. You do NOT have to refund the buyer. You can just revisit my first post on this thread, post #2, it is all still true.
It does not matter what the buyer wants. The tracking shows delivered. It is up to the buyer to check with their carrier on what may have happened to the package, not you. But visit my first post again. The buyer is just trying to bully you into refunding them when you do not have to do that.
flishseller
OP3 years agoWell it's good to know that I've handled things correctly so far apparently! Felt sort of weird to basically take the same tracking number eBay already displayed and put it in the box, but at least it's linked to a USPS order that's marked as delivered. Hopefully I win, thanks everyone!
mam98031
·3 years agoYou will win. And you handled things GREAT. It does not hurt to enter the tracking number again, but like I said before, if a seller has the tracking number uploaded to Ebay BEFORE the INR was filed, they have it. Nothing to worry about.
You did exactly what you needed to.
inhawaii
·3 years agoWhat happens next?
You win!
(Hopefully)
reallynicestamps
·3 years agoso what I did was use the option to update tracking, and attached the USPS tracking number (proving that it is marked as delivered)
Perfect.
Some sellers foolishly think that eBay already has the tracking information (true) and that they therefore don't have to post it again.
Nope.
The Shipping robots don't talk to the Claims robots.
And in any case, better to have the information twice than not at all.
mam98031
·3 years ago@reallynicestamps
I wasn't being "foolish" when I told the OP that it isn't necessary if the tracking number was already in the Ebay system. I was passing along accurate information. But questioning stuff that doesn't quite sound right to you is always a good thing, so lets just get you the correct answer from Ebay.
@kyle@ebay
@elizabeth@ebay
@devon@ebay
reallynicestamps
·3 years ago@mam98031
I wouldn't contradict you!
For some reason I think of the two bot programs as being in a personal snit with each other "because of what they said to that Patterson woman at our Shirley's wedding."
mam98031
·3 years agoSorry, I don't know what that final statement means. Did I miss something? It is likely I did.
reallynicestamps
·3 years ago@mam98031
British comedy - two women gossiping about family matters without context.
mam98031
·3 years agoOH. I have never seen the show.
devon@ebay
Hey @mam98031! While the tracking information should carry over when the INR case is open it is still a good idea to go in and double check to make sure all of the information is still accurate. It also does not hurt if a seller chooses to go ahead and reupload the same tracking information as originally provided.
mam98031
·3 years agoInteresting @devon@ebay . What changed and when? This is not the advice I got from someone on the Community team just a couple months ago. I did say in a couple of post that it does not hurt to enter the tracking number into the INR even if it was previously in the system. So I understand that.
I draw your attention to this post of yours just last year when your advice was different.
https://community.ebay.com/t5/Selling/Should-I-refund-this-purchase/m-p/33063752#M2033615
"Hi @mam98031! Anytime an item not received case is open just in the case dreamalittle dream had, we will always give the three options of add tracking details, refund the buyer, or reply to the buyer. As far as adding tracking details, you do not need to add anything else if the label was purchased through eBay or if the seller manually added tracking before the latest estimated delivery date. We would want the seller to check and see if tracking still shows progress or a delivery so they can communicate with the buyer the status of their item. And also we have adding tracking details as an option in case the wrong tracking info was entered so it can be updated to show the correct status."
devon@ebay
@mam98031 All of the information that was provided previously is still accurate and correct. It is not a requirement to go upload the same tracking information as it does carry over. I usually just recommend sellers to go and double check that all of it is still accurate just to be on the safe side.
robbie31415
·3 years agoI agree, you should always add the tracking info directly into the INR, as it really doesn't seem the order details with the tracking registers to the INR. ðŸ‘
mam98031
·3 years agoThat is incorrect. But we can settle this tomorrow when the blues pop in. That way everyone can feel they got the proper information.
robbie31415
·3 years agoYou can say it's incorrect and the blues can come in here and say it shouldn't matter, but it does.
mam98031
·3 years agoIt has always been the way I described. I get it, some just feel better putting the tracking in again. There is nothing wrong with that. Do what you are most comfortable with, but it isn't necessary if it was already in their system.
robbie31415
·3 years agoWell you can believe the system works that way, however I go based on my experiences.
And I've lost an INR for not updating it with the tracking. This was for an order that had an eBay label, was automatically labeled as shipped at purchase where it added it to the order details, and showed 'delivered'.
eBay CSR on FB, told me next time to add the tracking again to the INR, so now I always will.
mam98031
·3 years agoDo whatever makes you feel the most secure. There is nothing wrong with that as I said before.
downunder-61
·3 years agoWhich kind of beg's the question, how can the buyer open INR when the details already prove delivery?
Surely be more expedient for eBay to tick that little ''box'' using the beloved AI 😀
mam98031
·3 years ago@downunder-61
They allow it because there may be a mistake or a misbehaving seller. For example I personally purchased something. The seller shipped it, tracking showed I had received it. Upon further investigation I discovered that whatever was shipped could not have been what I ordered because of the weight on the package was substancially lower that what I actually order. Then I found out that whatever it was that they shipped was delivered to a different address in my zip code. This is a common scam. I presented the proof when I filed and INR. I won the INR.
inhawaii
·3 years agoFor what it's worth, I also have lost a INR for not entering it the tracking in to the case.
I will not make that mistake again and I have been advising others for years to do the same.
I don't do it to "feel better". I do it so I wont lose money.
I guess we'll see what the "official" words is...
rugerskick
·3 years agoIts already in the ebay system emails the buyer said what happened. Any change in their story could be proven.
Since you updated/uploaded tracking, I believe you did what you needed to, to show it was delivered.
mam98031
·3 years agoYou are doing GREAT. I always reach out to my buyer too when this happens. And it is important to contact them via the INR claim they filed so everything is in one place.
You are covered under Seller Protection as long as you had the Tracking Number uploaded in Ebay PRIOR to the case being filed. If you do that, there really is no need to enter it again in the INR, but it also doesn't hurt anything.
Now what you do is wait. Eventually the Claim will close in your favor, but that could take a few weeks for it to happen.
I know what you mean. I feel badly for my buyers too. I typically respond to them [again inside of the claim] and advise them to talk with their Carrier the very next day and see if they remember where they left the package, surprisingly they often remember. Or if that doesn't work out, contact their local PO and tell them the problem.
Keep in mind, if this is a porch pirate situation, it is a buyer's responsibility to provide a safe place for delivers. Sellers are NOT responsible for this kind of situation.
And yes some buyers lie in the hopes of getting a free item. So don't let them make you feel bad enough to refund them. Some will try to bully you or guilt you into that especially when you are a newer seller. Just keep in mind this is a BUSINESS transaction, not a personal one. There are NO personal transactions on Ebay. So keep your business hat on. Be professional and polite at all times. That can be very hard sometimes, but keep that hat on.
And if the buyer gets mad and posts harmful feedback on your account. Come on back, we can help you get that removed. They aren't allowed to do that.
If you need anything else, just ask.