Buyer didn’t receive item but I have tracking

[mazie-201]

My buyer didn’t receive the item but tracking shows it was delivered. What is the next step?

[rfmtm]

Tell buyer:

If tracking shows it was delivered to your address, but wasn't, call or visit the carrier with the tracking number and insist they track down where the package was actually left, which they can do with scans and GPS.

If delivered to a wrong address they will try to retrieve it. Also watch the tracking for a scan it got turned in or returned to the seller.  If it shows it was delivered to your address and is now stolen or missing, it is a matter for a local police report and your insurance company. Neither ebay or the seller can help further.

[mr_lincoln]

Hi @mazie-201 

You are a new Seller and a target for scams ... while the Buyer may have told you they did not get it the reality may be that they did and they are just trying to see if you will be gullible enough to cave and refund them.  Take a screen shot of the tracking history in eBay that also shows the address the item was delivered to and message the Buyer attaching the pic.  Let them know your records and eBay's show that it was delivered to them.  If for some reason they do not have it they need to be in touch with their local Post Office and/or Police if they think it was stolen.

[comics-scifi-collectibles]

@mazie-201. I  just wanted to add a bit to @mr_lincoln  great answer.  

If the buyer files a not received refund request then respond in the request with tracking that shows delivery to the buyer and you win the case.