Buyer forwarded his mail and claims he didnt recv package

[smarrtbuy]

I have a buyer who changed his mail (forwarded it) to another address and now claims he didn't receive it. 

He didn't volunteer this information, I looked at the tracking, and it said it was in his town and was forwarded at the top of the tracking list. I asked him to check with his local post office and that his mail was being forwarded last week. So I heard something today and all he said was: "I want a refund". 

This sounds like a scam to me, I had shipped to the address in the ebay system that he provided in February with no problem and, this time it was the same address.  How should I move forward from here?  Thanks in advance. 

[mam98031 · Accepted solution]

First the word "scam" is way over used.

It is likely that the package is stuck somewhere within USPS.  

Did the buyer file an INR or are they just asking via Email for a refund?

Have you filed a Trace on this package?  If you haven't, that is something you should do ASAP.

https://usps.my.site.com/emailus/s/package-inquiry

This is a sale from February?  If so, if they file a claim in Ebay, they are not covered by any buyer protection in Ebay, that ship sailed a long time ago.  But they can go to the Credit Card and file a chargeback.  So lets see if we can locate that package first.  And too late for feedback too, they can only do that for 60 days after they pay.

By the way, I would absolutely not refund this buyer, but I would try to help them find the package.

If you get any more news on this, please come back and share.  I'd be happy to continue to try and help you.