Buyer Complains That Item Not Received - 5 Weeks After It Was Delivered

[envistia]

I just got a message from a buyer that purchased an item from me on January 31 and was shipped by USPS First Class with Tracking. USPS reports that it was delivered on February 5. 

Today (March 13), he contacts me and says he didn't receive it. 

Normally I am pretty lenient on shipping replacements (it was a $6.00 product).  But in this case, reporting it 5 weeks after USPS says it was delivered, I feel like I am being taken advantage of.  

How would you other sellers handle a situation like this?  

[dirk12955]

"I'm sorry that you're having a problem with an ebay order.    It looks like maybe you've mixed me up with another seller.    The item you ordered from me was delivered on February 5th.     I hope you figure out where the other item ended up"

As a seller,   You paid good money for DC to avoid this exact situation.

[theirong33k]

I would not budge on this at all.  I am very lenient as well, especially when someone says something arrived damaged or defective.  If it says delivered...it has been delivered.  Maybe a porch pirate got it.  

[envistia]

Thank you for your insight. I sometimes even replace ones that are reported as delivered if it is clear that the buyer really didn't get it (or at least makes a convincing argument). But after 5 weeks, I don't think so. 

[48hrs-clothing · Accepted solution]

Very politely send him a message advising him of tracking reference number and that track and trace website shows that item was delivered. If you have or can get copy of label you used to send the item then upload this as a photo on your message and ask your buyer to check and advise if there are any errors, and also ask buyer to check and make sure that he is not confusing your item with some other item that has not arrived.

Please make sure that address details on label match information shown on order.

If your buyer still maintains that item was not received then there are 3 possibilities.

1) He has received his item and is confusing you with another seller.

2) He has not received his item and your postal service provider has misdelivered.

3) He has received his item and is trying it on.

To give yourself  maximum protection we recommend that you advise your buyer that he must open an item not received case( INR). 

When this INR case opens then respond to case by confirming tracking reference number and in comments show that track and trace website shows item delivered.

At this stage you do not have to ask eBay to step in and instead you can contact your postal service provider to check location that item was delivered to.

If it is confirmed that item was misdelivered then you know what you have to do.

If it is confirmed that item was delivered correctly then you can escalate after having put this information on INR case and eBay will close the case without a refund to buyer and will message you to confirm that there will be no defect on your account and any feedback left will be removed.

This may seem lots of work for little money but that is the price you pay for being a responsible seller and worth going through the process as next time it could be for a much larger sum.

Hope this helps.

[envistia]

Thank you so much for your suggestions. 

After 5 weeks, would the Post Office still be able (or willing) to research whether it was misdelivered? 

[plymouthsales4165]

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@envistia wrote:

Thank you so much for your suggestions. 

After 5 weeks, would the Post Office still be able (or willing) to research whether it was misdelivered? 

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not for first class

[mtgraves7984]

If you have a tracking number showing the item as Delivered, you'll win an INR claim. You're gold.

[48hrs-clothing]

No harm in asking as depending on service in UK Royal mail's delivery staff's  hand held devices record GPS location of last scan as they deliver.

Your postal service provider  should give you a reference number of your reported incident and this again adds weight that you have been proactive.