Do I have to refund a buyer if item is shown delivered, but buyer claims item not received?
Ebay says to upload tracking information when a buyer opens a request "item not received." Tracking within the order shows the item was delivered though. What does ebay actually want? Am I responsible for the refund? How do I know the buyer is being honest they didn't get really get the item? And, If the item later shows up and I already refunded, how do I get my money back?
4 comments
soh.maryl
·2 years ago"Tracking within the order shows the item was delivered though."
In that case, why not contact the buyer and explain next step. If there is no one else in the home who could have taken the package in and put it somewhere for safekeeping, then the buyer needs to contact the courier and explore this further. Ask to see the address to which the item was delivered.
mudshark61369
·2 years ago@wolfboutique,
You have been selling long enough to know that you should upload a tracking number to each sale manually, if you do not print labels through ebay and to save the agency's or other online label provider's receipts w/ a note that has the item number or at least the last for digits of one next to each item on the receipt page. That is how you are protected from a false item not received (INR) claim.
If you do not have a tracking number for the package, then you will have to refund the buyer.
If you have the tracking number, post it to the dispute you have 3 days from the date the dispute was filed to do that, then contact the USPS with the tracking number and ask proof of delivery to the correct address. They can check the GPS coordinates of the delivered scan to see if it was at the right address. If they did not deliver it to the right address and the package cannot be recovered, you can file a claim with the USPS since ground advantage (the service you seem to use most often) comes with $100 insurance. Good luck
richard1rst
·2 years agodownunder-61 is absolutely correct.
But here's the caution. If you do NOT upload the tracking number then eBay will have no proof of delivery. They are not going to go and research tracking information. The onus is on YOU. If you fail to respond the buyer can then request eBay to step in and FORCE you to make a refund. DO NOT dig in your heels. Give eBay what they are asking for (even if you don't understand why). At that point you will be OFF the hook.
downunder-61
·2 years agoEbay says to upload tracking information when a buyer opens a request "item not received."
eBay has explained what they want, they want you to upload the tracking number into the open case, this will cause the case to close in your favour - you are uploading proof of delivery.