Buyer claims he never recieved package, tracking shows delivered

[reeldeals90]

I shipped an item a few days ago via USPS. Tracking shows that it arrived and was delivered in/at mailbox. Buyer messaged me asking if I shipped it to the wrong address. I told him I would call the post office. The post office said they would contact the carrier that left the package to see if he could find it and redeliver. I left my number but they never called back. It's been two days and the buyer is messaging me again asking if I figured out where the package is.....

Part of me feels like the buyer might be trying to pull a fast one on me. Maybe they received the item and are just claiming it got lost..... Perhaps he is telling the truth though..... No way to know.

What is my obligation as a seller in this situation? Should I do a refund? I don't have another item to send. I know for a fact that I shipped it to the correct address.

Thanks in advance for your replies.

[emerald40 · Accepted solution]

Do you have tracking that shows successfully delivered to mailing address on his paypal account.

If so, then you have done everything you are obligated to.

Tell him to call his local post office, check with his carrier, ask around at his neighbors.

Then do nothing.

If he opens a case for INR, upload tracking to ebay, call, and ask that it be closed in your favor while you remain on the phone.

[castlemagicmemories]

Buyer should contact their PO.  They can check the GPS to see exactly where the item was delivered.  They need to check with family members, neighbors, and inside and outside their home to see if they find it.

From what you say, it sounds like the PO checked and determined they did misdeliver it.  If they did, as they said, they can try to get the item back.  

It's on the USPS, not you.  

[designforyou]

If it shows delivered, you have done your job, and do not have to refund. Maybe the postal worker left it at another address, or hid it somewhere on the property.  It is also possible a porch pirate stole it, if left on the porch in view of others.

[reeldeals90]

Okay great. Thanks for the replies.

Paypal and Ebay both show that the package was delivered in/at mailbox.

I will tell the buyer. I don't think he'll be happy.

Just curious, how do they use GPS to track the package?

The post office didn't admit to mis-delivering the package. They just said they would try to find it if they could.

Is there anything I can do if he tries to give me negative feedback out of spite?

[missjen831]

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@reeldeals90 wrote:

Okay great. Thanks for the replies.

Paypal and Ebay both show that the package was delivered in/at mailbox.

I will tell the buyer. I don't think he'll be happy.

Just curious, how do they use GPS to track the package?

The post office didn't admit to mis-delivering the package. They just said they would try to find it if they could.

Is there anything I can do if he tries to give me negative feedback out of spite?

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They don’t actually use gps to track the package. The mail carriers have hand held scanners that record the GPS location when the package is scanned. 

[reeldeals90]

I see, that makes sense.

Is there a way to see the GPS numbers when you check the tracking? When I go to USPS.com and enter in the tracking, I couldn't find those details.

[missjen831]

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@reeldeals90 wrote:

I see, that makes sense.

Is there a way to see the GPS numbers when you check the tracking? When I go to USPS.com and enter in the tracking, I couldn't find those details.

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No. They don't post that information on the tracking.

[tiramisu41]

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@reeldeals90 wrote:

I shipped an item a few days ago via USPS. Tracking shows that it arrived and was delivered in/at mailbox. Buyer messaged me asking if I shipped it to the wrong address. I told him I would call the post office. The post office said they would contact the carrier that left the package to see if he could find it and redeliver. I left my number but they never called back. It's been two days and the buyer is messaging me again asking if I figured out where the package is.....

Part of me feels like the buyer might be trying to pull a fast one on me. Maybe they received the item and are just claiming it got lost..... Perhaps he is telling the truth though..... No way to know.

What is my obligation as a seller in this situation? Should I do a refund? I don't have another item to send. I know for a fact that I shipped it to the correct address.

Thanks in advance for your replies.

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@reeldeals90, technically, your obligation to the buyer ends when the item has been delivered.  You have proof that the item was delivered via USPS Tracking and if the buyer tries to file an INR (Item Not Received) complaint if the transaction shows the tracking number and tracking shows the item was delivered, any case will be decided in your favor.

You HAVE entered the Tracking # into the transaction on eBay haven't you?   If you purchased the mailing label through eBay the number should have automatically been inserted into the transaction record, but double-check to be sure as if it isn't there, that could cause you problems.  If it isn't, add it ASAP.

Who knows if your buyer is trying to scam you by saying the item wasn't delivered.  It certainly has happened before.   I find it odd the buyer is asking you whether you sent it to the wrong address, but perhaps he/she doesn't know where an eBay package is sent is an automatic process -- it gets sent to whatever address of record the eBay member has entered/associated with their eBay account.

Though technically you need to do nothing more, to be a "nice guy" you could respond back with something like this which also has the added advantage of possibly make a scammer think twice about continuing with any planned ruse...

Thanks again for letting me know you have not received your item.  eBay requires sellers to ship purchases to the official address on record for each eBay member.  According to eBay, your registered address is XYZ, and your purchase was shipped to that address on ABC date via USPS XX class mail.   USPS has verified the package was delivered to your registered address on 123 date.  I am not certain why you have not received it, but I have several suggestions for you.

-- Please check areas around your house or apartment such as porches, back doors, bushes, etc. where the package may have been left and may have escaped your notice.

-- Also check with neighbors, or in any common area if you live in a dwelling that has a central area where packages are dropped off or distributed by a reception desk.

-- I have been in contact with your local post office and they have suggested you check with your postal carrier to ascertain where he/she may have left the package as according to USPS records they also show the item as being delivered.

-- USPS also has the ability to track the location of a package via GPS.  Please ask your carrier or local Postmaster to review their GPS data and verify/affirm exactly where your package was delivered/left.

-- If the post office affirms the package was left at your location via GPS tracking, then its possible the package was stolen from your mailbox/address.  In that case, you should contact your local law enforcement authorities and report the theft so they are aware and can take additional action.

--  If indeed you, and/or your local post office/carrier cannot locate the package, seven days after the package should have arrived, you can file an official Missing Mail Search Request with the USPS online (www.usps.gov).  FYI, info about how to do that can be found here: https://www.usps.com/help/missing-mail.htm

I hope this information is helpful to you.  Thanks again for contacting me so I could provide you additional information about the what steps to take in order to try and locate your missing package.

Your Seller

[reeldeals90]

I messaged the buyer with the information I gathered from this thread.

I'm glad that I won't have to issue a refund. My item was brand new and I shipped it correctly.

We sellers typically always have to bow in favor of buyers on Ebay so I assumed the worst.

Thanks