Item not received Item does not match description

[Anonymous]

Buyer makes a purchase on July 2. Seller prepares package and takes to Post Office on July 7,

EBay Estimates delivery by Mon, Jul 12.

Tracking info from USPS.com

1. July 7, 8:46 am Shipping Label Created, USPS Awaiting Item
2. July 7, 9:18 am USPS in possession of item
3. July 12,7:08 pm, Delivery Attempted - No Access to Delivery Location

We attempted to deliver your package at 7:08 pm on July 12, in BUYERS HOMETOWN but could not access the delivery location. We will redeliver on the next business day.

Last entry on USPS.COM

July 20, buyer opened a request because they didn’t receive their item. Please respond by Jul 23.

I forward tracking number and inform buyer to get in touch with the hometown local Post Office.

July 21, buyer has filed a payment dispute outside of eBay about an order that was placed on Jul 02. This means the buyer has disputed a charge directly with their payment provider. They are requesting amount buyer has paid back and the reason for this dispute is that the buyer hasn't received their item yet. (Seller)Please respond to this dispute by Jul 26. I forwarded the tracking number and tracking info to eBay.

July 21, the request has been closed because we were notified that the buyer filed a payment dispute with their payment institution. You can still view details of this request on eBay.

July 22, a decision has been made about the dispute that was filed by the buyer. The dispute was found in your favor. You don't have to pay anything back and no further action is needed from you.

Apparently case CLOSED!!!

August 12, we wanted to inform you that the dispute filed by buyer has been reopened. The dispute was reopened because the buyer updated the reason for this dispute.

Previous dispute details Reason the buyer hasn’t received their item yet.

Updated dispute details Reason the item doesn’t match the description in your listing

Because of this change, we need a new response from you. Please respond by Aug 17.

August 12, 2:36pm (eBay email) so, once again my funds are on hold until this dispute is resolved

But, wait a minute. Item doesn’t match description. How could that be? Since, according to the Post Office 

On July 12, 7:08 pm, Delivery Attempted - No Access to Delivery Location

We attempted to deliver your package at 7:08 pm on July 12, in BUYERS HOMETOWN but could not access the delivery location. So, package is still not delivered and in the possecion of the postal service.

Responded to dispute. EBay responded, we’ve sent your rebuttal to the buyer's payment institution and they are currently reviewing it. We'll let you know when they've made a decision. If possible, your item will be returned to the address listed.

August 12, I went to my Post Office to get more information, was informed that the letter carrier leaves a notice that the package can be picked up and/or redelivered. I can’t remember how many days before the package is return to sender. Post Office Customer service 1-800-275-8777.

August 12, 4:47pm called Post Office Customer Service and file a PACKAGE RESEARCH CASE CREATED (case # 12345678 not actual #), buyers’ hometown. Post Office should contact seller, 3 business days

NOTE: eBay procedure for Item not received:

1. Let the seller know you’ve got a problem, If your item hasn’t arrived
2. Check your item's delivery information, if your item hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history. You'll be able see the item's expected delivery date, and the address it's being shipped to.
3. Keep track of what’s going on.                                                                                                                                      What do you think is going on with the buyer?

[dentalrprtek2012]

I had a issue like this. The dishonest buyer made a purchase 3800.00 7 weeks later claimed damage in shipping ebay sided with me the dishonest buyer then went to CC company and said NAD CC company sided with buyer and ebay gave them a full refund and let them keep the item. This was clearly fraud with 2 different claims ebay did nothing to protect me as a seller and tried to charge me a 20 fee to represent me. Then as all this met seller protection they said no not ebays problem. good luck and hope you have a better outcome. I removed all high value items from my listings.

[Anonymous]

Just received confirmation of lost package from USPS that, According to our product tracking system the package was processed no access on 7/12/21.  We searched our facility in an attempt to locate the missing package to no avail.  We apologize for the non-receipt of your item. We recommend you contact the sender of your item.  You can supply them with a copy of this letter as proof you have filed a claim of non-receipt to the USPS. As  the seller I ma the sender.

This confirmation the false claim from buyer that item doesn’t match the description in the listing.

If the buyer did received the package a picture of the package and the item would help in buyers claim.

Which to this point the seller has not received

[maloprmalopr]

dentalrprtek

Sorry to hear that. I just got my final answer and it was the same as yours, but I was very persistent with ebay and got my $20.00 back. Lost money both ways not item and buyer got his refund. Bummer but something has to be done maybe someone can start a campainge against bad buyers, like writing letters, emails phone calls etc. but ebay does not publish a phone number and the only number there is you have to know the extension of someone at ebay

[santamonicajeweler]

In very rare occasions happens; packages have been delivered and Mailperson doesn't scan for delivery. That's one possibility.

CC companies have their own Satisfaction Guarantee Programs, so you shouldn't bother with it. 

I am glad all worked out. Such a long ordeal  

[48hrs-clothing]

Your buyer appears to have decided that he no longer wants or needs the item or is hell bent of stealing / getting it for FREE.

What you have done to date is perfect and I would expect his Credit card issuer to advise him to return the item at his expense using a tracked & or signed service to your address and best outcome for you will be if he returns the actual item that you sold him and worst outcome is if he returns something else including pebbles / rocks that weigh approximately same as item you sent and in both cases a refund will be issued to him from your help payment amount by his Credit card/ manage payments.

I am a seller and this kind of thing has happened to most if not all sellers board you have posted on is full of stories similar to yours.

Hope all works out well.

[48hrs-clothing]

Your  situation has improved considerably with this confirmation of lost in transit.

I would file an item lost in transit claim with USPS as instructed immediately.

When you get paid by USPS  and if this CHARGE BACK dispute is still active/ alive then you can issue a refund to buyer and dispute will close.

It may be that buyer has panicked and he opened a SNAD case ( New reason needed to reopen a case is eBay's policy)  and you need to make sure that you respond on the case itself and provide buyer with a pre paid label as failure to do this will result in eBay closing the case in favour of buyer with a full refund and eBay will debit your account.

If buyer has received the item then he has to return it to get his refund.

[48hrs-clothing]

My apology for wrongly thinking that  Credit card issuer is involved in reopening of dispute and re reading OP I realised that this is an error on my part.

[maloprmalopr]

Ebay sided with the buyer and just took out the funds from my account. So. in my opinion Ebay is a

co-conspiritor with the buyers finanacial instituttion. So in ither words Ebay assited with the theft of the item and the money. I have contacted the buyer numerous times but he never answers back. Ebay customer rep. said, "It is out of our hands."

[Anonymous]

buyer changed name

[maloprmalopr]

Update: Remember that the buyer first claimed item not recieved and case was closed in my favor, so then claimed it not as described with his payment institution and case closed in his favor with him keeping card and be refunded. I continued to email mail him even though he changed his selle name, and here is his respoce from buyer, "Sorry, but the card was never received. Be mad at the USPS. They never delivered/lost the item. Should do a claim with post office. Hopefully you had insurance." So he made a false claim. And still ebay will not do anything!!! 

[mlshe_1]

This person isn't in New Jersey is he? Because I just had a huge issue with that Delivery on Nov. 15. Couldn't be accessed or something. Then 29 days later Dec. 8 I started getting harassing and threatening messages. I asked why it took so long he stated that that wasn't the final destination. But he demanded I refund $35 or he was going to blast me on here and all social media. I stated please return and I will refund. He still flipped for 2 days it got so bad I filed 3 complaints with ebay but they didn't help me at all. They helped him. I got a refund request calling me 20 names, didn't question why so long to ask. They did nothing for me. Just put my funds on hold until I get it back and refund him. I am more upset ebay didn't help me at all. I have 100% and make sure I don't ever give miss information. But we are all humans I made an error I shipped him he said a soft stone he wanted a hard stone. I am good with that. Not almost 30 days later and the first message "you better refund me $35 now". I think it's time to sell and buy somewhere else.

[biglugan]

Item Received Does Not Match Description

Purchased shirt that was listed as NWT. Received shirt that had been laundered and stuffed into a shipping bag. Seller agreed to a refund via eBay. Had paid with PayPal but unable to process the return through eBays return system. Filled out the form and attached photos. Submit button was inactive. Contacted eBay and they wanted me to set up a new way of receiving my refund directly into my bank account instead of PayPal, the vehicle I used to pay for the shirt. My call was transferred to India. What is going on???

[vintagecraze50]

The PO was unable to deliver the package to the recipient. This happens at times if there are safety issues for the carrier, menacing dog etc, no place to put package securely or whatever. At the time of the first dispute, I would have immediately started a package recall so the item would be delivered back to me. Once that’s in place you just refund the buyer and you are done with this running around and round with the buyer.  Once that buyer runs to the credit card dispute they will win. Sounds like you tried to fight the not received claim and then they always have the privilege to use their credit card for the second go around and claim something different the not as described.

[vintagecraze50]

The item appears to have never made it to the buyer. It was still in transit with NO ACCESS FOR DELIVERY. AGAIN, when you get these you can try to call the destination PO AND SEE WHY THEY CANNOT ACCESS the delivery location, and try to contact the buyer asking them why the PO cannot deliver. Usually though I would just RECAll THE PACKAGE. THEN REFUND. If chargeback prevails for the buyer then they will not require them to return your merchandise and you will ,loose the money and the item.