Item marked delivered, buyer opened item not received request, need help!
Hello everyone,
I have a situation going on that has never happened to me before. I shipped an item out to a buyer via first class mail, what they chose as their shipping method.
The shipping label was bought directly though Ebay and used the address that the buyer provided on file.
The mail arrived on time and tracking is marked delivered. The buyer is claiming that they have not received the item and opened an Item not received request.
Tracking on Ebay shows it arrived at the units address. Tracking on the USPS site shows that the item was delivered to a P.O. Box in a different city after being redirected from the correct city it was supposed to go to.
I contacted Ebay immediately once the buyer notified me that they didn't get the item to give Ebay the information I had via tracking.
As far as I can tell, either the buyer has the item and is trying to get a free product or the USPS marked something as delivered to the wrong address.
With the INR request what am I supposed to do? Do I have any seller protections? I can prove that tracking says delivered and I can prove I dropped the item off to the post office and it was set to be sent to the correct city via the postal service receipt I was given and the Ebay purchased shipping label.
I've kept every copy of messages between myself and Ebay as well as between myself and the buyer. I've answered the INR request with the send a message option and update the tracking option. Ebay is of course holding the fund until the buyer marks this issue as resolved though the INR request.
I'm not some big corporation and this was the only item I had of this product. I've never had this happen before and would love some guidance.
zippybari
·3 years agoYou will lose the case and here’s why. The item could have been delivered to a neighbor’s house or it could have been stolen once left at buyer’s address. In this case buyer would be correct stating item never arrived. Even though you didn’t do anything wrong you will lose cause the buyer must receive the item. You can’t prove the buyer misdirected it elsewhere and secretly has it. Hence ebay will rule in favor of buyer. I’ve had misdeliveries before - it happens but is rare. In case I just resent the buyer a replacement item or if I didn’t have a replacement just refunded them. Even though I was suspicious about some of these “i never received it†or “it arrived all broken†I knew if I didn’t handle it correctly the buyer would win a full refund anyhow and I’d get a negative feedback. Plus it wasn’t worth my time to argue that i suspect that stole it - I can’t prove it. Better just to eat it and avoid the negative.
musiclover505
OP3 years agoThanks everyone for the help! The buyer closed the request and said he received the item this afternoon. Happy ending for both sides.
glyph01
·3 years agoRead all these sections to see how you are covered or not covered:
When the buyer doesn't receive an item
musiclover505
OP3 years agothank you so much for the links, great information to have!
714ricki
·3 years agoIs there any chance the buyer has a change of address notification or mail hold on file with the USPS? That could possibly explain why the parcel was rerouted. You might want to ask the buyer to confirm their current delivery address.
Good luck!
lakefor94
·3 years agoIf the buyer filed a Item Not Received case, just enter the tracking number into the case and you will win the case.
FWIW, If USPS delivered to the wrong post office, that would be on the seller in a moral aspect. The buyer paid and did not receive the product. If it were me, I would take that into consideration. You say the buyer chose the shipping method that you offered. You bought the postage, thus hired the shipper.
musiclover505
OP3 years agoI should add, I dropped off 5 other packages this day to the post office with the same shipping method/purchased shipping label method and all the other package where delivered no problem and on time.