eBay

shane82388 · ‎02-11-2021

I sold an item and shipped via the address supplied from ebay through ebay's printed shipping label. The item was delivered and signed for. The buyer claims it was delivered to the wrong apartment or something and has now opened an "Item Not Received" case against me.

eBay is giving me three options:

Select how to respond

Update tracking details for the buyer

Refund the buyer

Send the buyer a message

How should I be responding?

This is clearly not my fault since I shipped it to the address on file and either their address on file was wrong or FedEx delivered it to the wrong place, but I want to make sure I don't make the wrong move as I know there are so many scams. The tracking clearly shows it was delivered to the correct address and signed for.

Any advise is appreciated!

alcoforever · ‎02-11-2021

Upload the tracking details for the buyer. Once tracking shows delivery your job is done. If misdelivered, that is between the buyer and the carrier.

futuremarine2011 · ‎02-11-2021

update the tracking details to any case, you will be covered. as a seller you have done your job.

futuremarine2011 · ‎02-11-2021

no refund to the buyer, at least not with your money

10b00ks · ‎02-11-2021

@shane82388 wrote:
eBay is giving me three options:
Select how to respond
Update tracking details for the buyer
Refund the buyer
Send the buyer a message

How should I be responding?

This one's pretty easy to solve for the seller. Just click that "Update tracking details for the buyer" option and input the tracking details there. As long as the tracking shows as delivered (and of course to the correct address/area code), then you are in the clear if the buyer escalates the case. Unfortunately, it does leave the buyer in a tough situation, but just suggest that they check around their household, or ask Fedex what is up. Perhaps even mention what type of package it was (bubble mailer, box, etc)

Also, don't be worried about any potential negative feedback, since it can get removed when you win the case.

toysaver · ‎02-11-2021

If the tracking was already updated per eBay's label system send the buyer a message is the best option. Give her the FedEx customer service number and the tracking number.

go-bad-chicken · ‎02-11-2021

Can you download a copy of the signature from FedEx? If so I would add that to the case as well as the tracking number.

funkyfreshmike.2013 · ‎02-12-2021

Everyone seems to have replied with the right answer, but when this happens I reach out to the buyer and ask them to check with neighbors and their postman to see if perhaps they remember it or a neighbor has it by some chance. Sometimes reversing a number (373 instead of 337) on an address could be the answer.

toysaver · ‎02-12-2021

I would also google the address and see how big this apartment building is. A huge complex will have a system set up for package deliveries. The person who signed likely signs for all packages and then the item has to be picked up in a designated way. Could be the buyer doesn't understand this and saw there was a signature and knew they didn't sign.

releasethekraken_1 · ‎02-12-2021

@toysaver wrote:

If the tracking was already updated per eBay's label system send the buyer a message is the best option. Give her the FedEx customer service number and the tracking number.

The OP MUST post the tracking # to the case, or they will lose. eBay's label system does not communicate with eBay's complaint system.

shane82388 · ‎02-12-2021

Ok, so I chose the option to add the tracking number (even though its already in eBays system) and told them to check with neighbors if they accidentally received it, and perhaps call Fedex for assistance.

If this is all I need to do on my end, how long until this "Item Not Received" adverse action will be resolved and my funds from the sale will be unfrozen, etc?

Thanks for all the advice so far!

releasethekraken_1 · ‎02-12-2021

@shane82388 wrote:
Ok, so I chose the option to add the tracking number (even though its already in eBays system)

As you were already told, eBay has more than one system, and they do not exchange information. That's not at all unusual.

You can try calling eBay; tell them to look at the tracking number you added to the case, confirm that it shows delivery, and ask them to close the case while you're still on the phone with them. That used to work; these days, with reduced support, I don't know if it still does.

yoonix1 · ‎02-12-2021

I had a similar case. I took a screen shot of the shipping label, EBay verified shipping address (from the order details), and delivery confirmation, and sent the documentation as a response to the case. Ebay ruled on my favor, and closed the case without any refund to the Buyer.