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How to Handle -- Porch Pirate Stole Package
I sold an item, total value $130, insured for $100, thru USPS. Tracking shows delivery made last week, but buyer claims parcel must have been stolen because she doesnt have it. She checked with her post office and they told her they could not do anything, and to file a police report.
She now expects a refund from me. If I make a claim w USPS, will they refund me $100?
How should this matter be handled? She is asking if she should click on the "I didn't receive my item" button thru ebay.
Thank you for any replies! This is the first time this has ever happened to me.
17 comments
kh-cathy
·2 years agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.
Thank you for understanding.
vintagecraze50
·2 years agoAs a courtesy to the buyer I usually respond with I am researching the package with USPS, FedEx, etc and will confirm with them the delivery of your package. There have been times that the postal service will misdeliver but generally speaking this does not happen frequently at all lately. They are at the top of their game right now as far as accurate deliveries and times of delivery. Enter the tracking number of any case these buyers open with you if they do that after they contact you. Ebay will side with the seller if this tracking is confirmed delivered to the account holders address. Usually nothing to worry about at all with Ebay.
simba6
·2 years agoOnce delivered, the seller does not have to guard it. It's now the buyer's property so any theft or if it's trampled by yaks is their problem. Their homeowners insurance may cover some or all of it however.
emptycloset
OP2 years agoLOL -- theft or "trampled by yaks."
Thank you for your reply!
annadryl
·2 years agoI'm covered. We have yaks bundled with auto and home 🙂
janet9988
·2 years agoThe buyer should start a case on ebay for item not received so it will be on record when you respond with the tracking # showing delivery. This will be an easy win for you on ebay. This will prevent the buyer from leaving any negative feedback.
The buyer can file a homeowner's insurance claim after filing a police report.
Since the buyer may decide to file payment dispute claim with their bank you will also be covered under ebay seller protection.....
https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=3&pos=2&query=Payment%20dispute%20seller%20protections&intent=seller%20prfotection&lucenceai=lucenceai&docId=HELP1678
emptycloset
OP2 years agoGreat suggestion about having buyer start a case for item not received, to prevent them from leaving negative feedback.
Really appreciate your response!
12345jamesstamps
·2 years agoI would block buyer and not email buyer back for anything. Let buyer do whatever buyer thinks they can do.
Tracking shows delivered.....did you google buyer address to see what their house, building or apartment looks like for a laugh?
emptycloset
OP2 years agoThank you for your reply. I am sorry this happened to the buyer, but you are right -- tracking shows delivery, so I did everything I was responsible for in the transaction. It is sad that these situations exist.
nobody*s_perfect
·2 years agoYour buyer's item was (allegedly) stolen after it was delivered. Therefore, you and USPS have no further obligation in this transaction. The package got a delivery scan, so USPS will not pay out the insurance claim, and eBay will find in your favor if the buyer files a claim for 'Item not received."
The only possible hope is to check on whether the package was mis-delivered -- i.e., that it got a delivery can but at the wrong address. Most Post Offices can tack the exact location where a package was scanned, using GPS. Your buyer should take their tracking number to their local PO to see whether they can double-check the exact delivery location. But if it was delivered to her home, then this is a theft case for the police, just as her PO told her.
Package recipients are responsible for providing a secure delivery location. If theft is a problem in her neighborhood, she can file a form and have all of her packages held at the PO for pickup.
emptycloset
OP2 years agoThat's a very helpful suggestion, about trying to obtain the GPS coordinates. I will follow up and do that. It would be great if the post office delivery person placed the package in the kid's playhouse or some other unexpected location. It's really sad that porch pirates even exist!
wastingtime101
·2 years agoYep @emptycloset ! Been through it several times and helped many other sellers through the same situation.
Every now and then I go beyond the standard advice. A somewhat recent buyer checked with neighbor and neighbor's Ring doorbell caught a porch pirate in action. Since I sell multiples of the same products and still had stock I offered buyer 10% off if she wanted to order a replacement and she jumped on it.
But most of the time I go with the standard advice. Some buyers are for real and some are opportunists hoping to find a seller that will feel bad enough to give them refund on a package they have in their possession. Some buyers magically locate the package if you suggest reporting to police. Some buyers work with their carriers and find the carrier left it in an odd spot.
I've seen all kinds of outcomes, but the bottom line is if carrier confirms delivery to the buyer then you're covered by seller protections. Up to you how you want to deal with the customer service aspect of things.
wastingtime101
·2 years agoHey @emptycloset . Here's my standard advice in this situation. Take any parts helpful/relevant to your situation.
I'll add in - if the buyer does use the option through eBay to claim they didn't receive the item, you'll be covered by seller protections. USPS won't pay out on a lost claim for a delivered package.
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If the buyer filed an INR (item not received claim) then upload tracking to the claim. Buyers are responsible for providing a secure delivery location. Sellers are not responsible for refunds when a package is successfully delivered.
Whether they filed an INR or not you can send them a message.
Buyer,
According to tracking [number/carrier], your package was delivered on [date]. Here are some steps you can take to try and locate the package.
1. Call your local PO and ask them to check the GPS coordinates to make sure it wasn't delivered to a neighbor.
2. If they confirm it was delivered to your address, ask them to check with the carrier to find out where the package was left. Sometimes carriers will leave packages by the garage or behind the bushes if they think it's more secure.
3. Check with other members of your household and your neighbors to see if someone else picked up the package and put it aside for you.
4. If you come to the conclusion that the package was stolen off your porch then you can file a report with the police, USPS and your homeowners insurance.
5. If theft is a pattern in your area, then look into more secure delivery options such as a box for your porch, a PO box, or having packages delivered to a friend/family member or your work address.
Seller
emptycloset
OP2 years agoThank you very much for your response. Sounds like you've been through this before!
I feel bad for the buyer, but as you stated, if thefts are common in the area it would make sense for people to decline package deliveries to their home, and to make arrangements for delivery elsewhere.
I think I will send your entire 'Buyer 1-5 suggestion list' out to my buyer, and keep my fingers crossed that perhaps the post office person delivered the package in an unexpected location on the property.
Truly appreciate your help.
bonjourami
·2 years agoUSPS does not refund for porch pirates, neither do sellers. A buyer is supposed to have a safe delivery location.
jwayne95
·2 years agoToo bad Ebay will force the return and refund the buyer from your seller account. So best thing to do is refund the buyer and take the loss. What I was told by a Ebay rep.
nobody*s_perfect
·2 years ago@jwayne95 This thread is from last August; surely the issue has been resolved by now. I believe that you were misinformed by the customer service rep, because a Delivery scan is a seller's protection against a claim of "Item not received."