The item is delivered, but the buyer didn’t get it.
The buyer requested refund because his package wasn’t delivered, but tracking number shows the different story. What are we doing in those situations? I bet this thing happens, but it’s the first time for me.
Moreover, the giving address is in Florida, but the buyer’s profile location is Chilie.
His account has the good reviews.
44 comments
liawri-75
·2 years agoIf tracking shows it delivered, it's delivered. Maybe it's in another mailbox. I always tell my buyers to talk to the Mailman and talk to their family & friends.
You don't owe him a refund. It's up to HIM to find it.
tianna74
OP2 years agoI submitted tracking information for the case and buyer. No any other movements yet.
Thank you everyone for your input. ðŸ™ðŸ˜Š
tianna74
OP2 years agoOk, it’s the address for e-boxlogistics. It’s obviously not the buyer’s first delivery. Why he would need to open the lost item request after a day it was delivered to his FF and act like he doesn’t know what the tracking number is… Cluelessness or the attempt to scam?! And why someone would need a winter coat in Chile delivered from so far away 🤔 (average winter is 72-57 F)
Do these type of requests goes against the Seller records?
dbfolks166mt
·2 years agoOk, it’s the address for e-boxlogistics. It’s obviously not the buyer’s first delivery. Why he would need to open the lost item request after a day it was delivered to his FF and act like he doesn’t know what the tracking number is… Cluelessness or the attempt to scam?! And why someone would need a winter coat in Chile delivered from so far away
(average winter is 72-57 F)
Do these type of requests goes against the Seller records?
It really depends on what part of Chile you live in. The country is long and narrow running down the west coast of South America with the Pacific on the west coast and the Andes mountains on the east. Their coast line is 4,000 miles long from the northern tip to the tip of Cape Horn. There is a wide diversity in the weather and the country has both great beaches as well as some fantastic ski/snowboard resorts. Arica Chile is the northern most city in Chile and is basically in a desert. Cape Horn on the southern tip is pretty much the opposite having an average temperature of around 41 degrees Fahrenheit.
gurlcat
·2 years agoTrue, but the Southern Hemisphere is now approaching summer, not winter, lol. Anyway I think the item is irrelevant. But the buyer filing INR the day after the Delivered To Agent scan, without even contacting the seller, then acting confused about forwarding, that all tracks with the scam being reported here in droves, earlier this year.
When USPS first started using that 'Agent' scan code, there was just a trickle of false INR's, probably by a few buyers who were actually confused. Then when eBay immediately gave them refunds but they still got their items later, presumably some of them did it again and told their friends. I'm sure there were "New way to get free stuff on eBay!" posts in foreign languages all over the internet, so the problem quickly became rampant. And for a scary minute there, eBay reps were talking like there was no way out of it, no way to program the AI to recognize that the new scan code still meant DELIVERED, as far as seller responsibility went. They were willing to close the false INR's manually, but the seller had to: A. know what was going on, B. reach an agent, and C. that agent had to know what was going on, which wasn't always the case. No telling how many sellers lost huge amounts of money unfairly and just left the platform because of it.
But like I said, I think the USPS has stopped using that scan for the most part, and/or eBay figured out how to deal with it. @wastingtime101 do you know how it got resolved (or has it)?
dbfolks166mt
·2 years agoTrue, but the Southern Hemisphere is now approaching summer, not winter, lol. Anyway I think the item is irrelevant. But the buyer filing INR the day after the Delivered To Agent scan, without even contacting the seller, then acting confused about forwarding, that all tracks with the scam being reported here in droves, earlier this year.
When USPS first started using that 'Agent' scan code, there was just a trickle of false INR's, probably by a few buyers who were actually confused. Then when eBay immediately gave them refunds but they still got their items later, presumably some of them did it again and told their friends. I'm sure there were "New way to get free stuff on eBay!" posts in foreign languages all over the internet, so the problem quickly became rampant. And for a scary minute there, eBay reps were talking like there was no way out of it, no way to program the AI to recognize that the new scan code still meant DELIVERED, as far as seller responsibility went. They were willing to close the false INR's manually, but the seller had to: A. know what was going on, B. reach an agent, and C. that agent had to know what was going on, which wasn't always the case. No telling how many sellers lost huge amounts of money unfairly and just left the platform because of it.
But like I said, I think the USPS has stopped using that scan for the most part, and/or eBay figured out how to deal with it. @wastingtime101 do you know how it got resolved (or has it)?
That was the reason I mentioned in an earlier post that the OP should include the fact that this went through a FF along with the tracking and delivery information. No idea how this turned out or will turn out hopefully the OP returns and lets us know.
wastingtime101
·2 years agoWhere did you hear USPS stopped using delivered to agent? I've never heard anything like that. It's still in the USPS documents that explain different scans, and I still see it regularly on packages I ship. The problem was with eBay, not USPS, and eBay corrected things so delivered to agent once again counts as delivered for seller protections. @gurlcat
As for why the buyer is filing a claim @tianna74 keep this in mind:
- When the buyer hasn't received their item the system pushes (shoves) the buyer into filing an INR instead of contacting the seller to send a message.
- Translating the buyer's message (I need you to please contact the courier company and send me proof of delivery of my package. I have not received anything. They ask me to ask you for the name of the person who received my order.) I do not believe they are trying to scam. It sounds like their freight forwarder asked them to find out which agent at the FF the package was delivered to. That's not your problem. Just upload tracking to the claim and when you're given the opportunity to ask eBay to step in - do that. It will close in your favor.
In the meantime I suggest sending a message to the buyer as I did earlier in this discussion.
Buyer,
Your package was delivered to your freight forwarding company in Florida on [date/time] via [carrier/tracking number]. If you have not received it yet I suggest checking with your forwarder to ask them for the international tracking number they added when shipping to you in Chile.
Seller
tianna74
OP2 years agoGood to know some geography info.
gurlcat
·2 years agoTianna, please pay careful attention to this. The vast majority of the 33 replies in this thread are NOT the information you need right now. Part of the problem was that what your wrote in your original post was that this buyer "requested a refund". That made it sound like he just wrote you with that request, so most of your replies were by sellers assuming you just needed to know what to SAY to the buyer.
It wasn't until message #17 that you revealed this was an official Item Not Recelived (INR) case. -THAT IS A WHOLE OTHER ANIMAL. What you have is not a conversation between you and this buyer, but between you and eBay. The case is asking you to provide proof TO EBAY that you did what you were supposed to. -You are NOT responsible for knowing about the forwarder in Florida, knowing what language the buyer speaks, or any of that. Nor does it matter whether the buyer is truly confused or a scammer, and I apologize for talking about that myself but it was really for anyone reading who might face a case like this.
A couple people told you (after message #17) what you need to do, but I can't tell if that got through to you, judging by your replies afterward. You MUST copy the tracking number from your order screen, and paste it to the case page, in the box provided. There is also a place to write if you want. I would recommend keeping that simple. Just "I shipped the package on (date). It was delivered to the address that the buyer provided on (date)." And that's IT. Don't expect the eBay agent who reads it to know what American freight forwarders are, don't expect them to agree with any scam suspicions, none of that.
Okay? Please tell us you have responded to the case as recommended. I just hope your time didn't already run out.
tianna74
OP2 years agoI did update tracking number for the case and left messages. There’s no any reaction from buyer’s or eBay side. Thank you.
albertabrightalberta
·2 years agoAs long as you responded to the case with tracking showing delivery to the address/zip code to which ebay told you to ship, the case should close in your favor within a couple (or 3) days.
It doesn't hurt to send the buyer the message (in Spanish) that I posted above. It's not necessary but you might do so.
Buyer lose protection (MBG) if they use a 3rd party shipper once tracking is shown as delivered to their FF address.
reallynicestamps
·2 years ago@tianna74
Repeating what @gurlcat said:
You MUST copy the tracking number from your order screen, and paste it to the case page, in the box provided. There is also a place to write if you want. I would recommend keeping that simple. Just "I shipped the package on (date). It was delivered to the address that the buyer provided on (date)." And that's IT. Don't expect the eBay agent who reads it to know what American freight forwarders are, don't expect them to agree with any scam suspicions, none of that.
gurlcat
·2 years agoShe did. See #37. ðŸ˜. Now she's just waiting for eBay to close it.
gurlcat
·2 years agoCall me cynical but I believe this buyer knows exactly what they are doing. -Note, the op quoted the Delivered notation as having that "to agent for final delivery" thing. -I thought USPS stopped using that, I know I sure haven't seen it in months, despite shipping to Delaware and Oregon a lot. Maybe they're still using it for Florida forwarders, no telling. ANYWAY, I suspect this buyer is trying to see if the ole INR gravy train is still rolling like it did several months ago, when eBay AI didn't know what to make of the new notation, and was forcing refunds left and right. Some of the scammers were doing this exact same playing-stupid thing, saying the seller should contact the forwarder, when they knew dang well they were the ones who chose and paid the forwarders. Some pretended like they didn't even understand the concept of forwarders.
tianna74
OP2 years agoThat’s what I got with the open request : Necesito por favor que tome contacto con empresa courrier y me envÃe el comprobante de entrega de mi paquete. No he recibido nada. Me solicitan pedirles el nombre de la persona que recibió mi pedido.
So he asks me to contact his courier company? How would I know what it is?!
Does it mean he used Freight Forwarded service? I cannot believe he needed to open the request for the lost item instead of simply writing me that message.
My Spanish is pretty bad. He might not understand anything what I wrote him in English.
dbfolks166mt
·2 years agoThat’s what I got with the open request : Necesito por favor que tome contacto con empresa courrier y me envÃe el comprobante de entrega de mi paquete. No he recibido nada. Me solicitan pedirles el nombre de la persona que recibió mi pedido.
Translation: I need you to please contact the courier company and send me proof of delivery of my package. I have not received anything. They ask me to ask you for the name of the person who received my order.
So he asks me to contact his courier company? How would I know what it is?!
Although you can probably Google the address and find the name of what appears to be a FF there is little you can do unless you had signature delivery in which case you can obtain a copy of the signed delivery receipt from USPS.
Does it mean he used Freight Forwarded service? I cannot believe he needed to open the request for the lost item instead of simply writing me that message.
Since he has opened an official INR case with eBay you need to respond to the case showing the tracking information and the item being delivered. You may also want to mention that the shipment was to a freight forwarder.
My Spanish is pretty bad. He might not understand anything what I wrote him in English.
You could Google English to Spanish and type in your response then cut the translation into a response and send it to the buyer.
dirk12955
·2 years agoI wonder why he can't do anything that he's asking you (The seller) to do?
Doesn't the buyer choose the freight forwarder?
dbfolks166mt
·2 years agoI wonder why he can't do anything that he's asking you (The seller) to do?
Doesn't the buyer choose the freight forwarder?
I am not the seller but your are correct. The only reason I suggested the seller respond to the buyer is out of courtesy since the buyer may not be aware of how the eBay process works especially when it comes to things going through a FF.
The relationship between the buyer and the FF is exactly that between the buyer and the FF. Neither eBay nor the seller has any knowledge of how that relationship is setup or what the FF does with the package once they have received it which is probably one of the reasons eBay drops the buyers MBG once the item is delivered to the FF. It is on the buyer to contact their FF and run down what happened to the package.
albertabrightalberta
·2 years agoI would send them this:
"No sé quién es su empresa de transporte de carga. Debe comunicarse con ellos porque son quienes contrató para reenviar sus compras."
Translation to English:
I don't know who your freight forwarding company is. You need to contact them because they are who you hired to forward your purchases.
12345jamesstamps
·2 years agoWhen its freight forward it will sometimes take longer than the estimated time of delivery per what eBay states.
If you see an ID profile of Chile and its going to Florida or Delaware or Oregon its "freight forward". Buyers usually don't tell you. But I tell these buyers your package will take longer due to it going "freight forward" and I send a friendly photo of package in the email also. Got to keep an eye of those ID's and addresses of your shipments. I would just tell buyer "freight forward" takes longer and there is no tracking beyond Florida.
Chile is one of those countries where it does take longer...and I bet the zip code was twice as long as our zip code....from my experiences.
One number off the zip code will put a delay in the package.
Just give a friendly email to buyer that package is in route per your tracking...even if it ends in Florida.
vintage_buy_sell
·2 years agoI direct buyers who try to pull a fake 'lost delivery' to eBay support and tell them they need to open a request. Then eBay will ask you to provide proof of delivery, which you will do by giving them the tracking number.
eBay will then close the request in your favor.
That or the buyer will realize you called their bluff and do nothing.
I never refund a 'lost order' directly, always direct them to eBay support.
soh.maryl
·2 years agoIn this case, although we do not have a lot of info, not sure this is a buyer trying to pull a fast one.
What we have here appears to be a buyer who does not understand how a freight forwarder works and possibly a seller who has questions about it also.
Unavailable member
·2 years ago@tianna74
If your buyer opened a case for not received all you need to do is upload the tracking into the case and you are covered.
dbfolks166mt
·2 years agoWhat was the projected delivery date on the package? Has the buyer actually opened an eBay INR case or a CC chargeback or did they just message you asking for a refund? What is the address in FL that you shipped to? Even though the buyers registered address is Chili that doesn't mean they are living there or that they did not ship the item to a friend or relative in FL.
Bit more information will help to provide you a better response.
heckofagame
·2 years agoYour job as a seller is to get that item to the address provided. You did that. Your job is done. The money-back guarantee is voided when a buyer used a freight forwarder.
tianna74
OP2 years agoThat what I would think, but how come he can open an official request with EBay when the system clearly says Delivered.
janet9988
·2 years agoEbay just does. You need to respond to the case anyways.
soh.maryl
·2 years agoIf you visit this Board very often, you will see plenty of evidence that the buyer can open an official request with eBay when the system clearly says delivered.
Buyers come here every day and state that they didn't get it although the tracking indicates it was delivered. An INR case CAN be opened even if tracking shows it was delivered. Tracking just says "delivered", it doesn't say "delivered to 223 Evans Avenue".
dbfolks166mt
·2 years agoYour job as a seller is to get that item to the address provided. You did that. Your job is done. The money-back guarantee is voided when a buyer used a freight forwarder.
Agreed if in fact that is what the buyer did. With the little information provided I could not determine that. I have sold a number of items to foreign registered buyers that were shipped to domestic locations, some were FF'ers and some were not.
tianna74
OP2 years ago“Your item has been delivered to an agent for final delivery in *****, FL “
The address looked like a regular unit in Florida. It was nothing about international delivery.
Can I prevent buyer from giving me negative feedback if he keeps insisting that he didn’t get it?
wastingtime101
·2 years agoThe buyer used a freight forwarder in FL @tianna74 .
If he leaves neg FB about delivery / non-receipt you can generally get it removed by pointing to tracking with delivery through the Seller Help function. If that happens just come back and let us know if you need help.
tianna74
OP2 years agoCould it be going to Chile if I paid for shipping only to Florida?
wastingtime101
·2 years agoYes. The buyer selected a company called a freight forwarder or a reshipper. They pay that company to forward the package to them in Chile. That allows international buyers to purchase items when sellers restrict shipping to the US. Or in some cases, if they are ordering a lot and consolidating packages with the freight forwarder, they can get better rates using the FF than paying direct international ship on every purchase.
tianna74
OP2 years agoI won’t even know then where it will be delivered to buyer. I’m Not sure he understands English.
mtgraves7984
·2 years ago@tianna74
Yes. And for what it's worth, I've shipped internationally via the buyer's FF many times. Those transactions have always gone smoothly in my experience from start to finish. It's all good...
slippinjimmy
·2 years agoHow long since delivery in Florida?
When buyers use a forwarder ebay will show Delivery when it reaches FL But it will another two weeks or so to make it to Chile.
If the buyer is inexperienced they may not understand that.
Explain that to the buyer and if a not received claim is made just respond with the tracking and a repeat of the explanation.
tianna74
OP2 years ago2 days ago. The address was in Florida that’s where I sent it. Chilie is what his profile says.
wastingtime101
·2 years agoBuyer,
Your package was delivered on [date/time] via [carrier/tracking number]. If you have not received it yet I suggest checking with the company in Florida that's forwarding the shipment to you in Chile.
Seller
@tianna74
heckofagame
·2 years agoWhat address did you send it too? Did the buyer use a forwarding service? If so, it would show delivered once it arrives at the forwarder, assuming that's where you sent it.
dirk12955
·2 years agoHere's what I do.
"I'm sorry, You've apparently confused me with a different ebay seller. According to the USPS
your item Tracking # XXXXXXXXXXXXXXXX was delivered on XX/XX/2023 at whatever time."
All buyers have "Good reviews" That's the only kind of feedback they can get.
slippinjimmy
·2 years ago@dirk12955
Not helpful to the buyer or seller!
dirk12955
·2 years agoJimmy, Might "Not be helpful" But after selling on ebay for 24 years
That message I send weeds out some of the scammers and chronic trouble makers that
make a habit out of testing sellers by claiming non-delivery.
In my experience, Many buyers claiming non-delivery suddenly find their
item when they find out the item was actually scanned at the time of delivery.
Sellers pay out good money for delivery confirmation to avoid this scenario.
janet9988
·2 years agoHow do you know the delivered address is actually freight forwarder? The seller is not required to know anything beyond the delivery address and should not be guessing after the fact.
dirk12955 gave the correct response as it is up to the buyer to know the addresses they are using.
reallynicestamps
·2 years agoHow do you know the delivered address is actually freight forwarder?
Sellers who worry about international sales can google the address, especially if it is in Florida, Delaware, or California to see if the address is a strip mall or an industrial park.
There may even be a sign for a forwarder visible on the building.
It's harder if the "forwarder" is Uncle Vanya in Brighton Beach.
But.
Freight forwarders are the second safest addresses to ship to, second only to Post Office boxes and safer than a suburban porch.
Because most of the MBG ends when the forwarder accepts the delivery at their US address.