Buyer claims they never got the packgae PO says they picked it up.

[jkle_cougar]

I sold a laptop to someone and the tracking shows they picked it up at the post office on the 17th.  I got a REQUEST last night claiming they never got it and now my funds are on hold.  He states he never got the package and it's being held at the post office then goes on to say this:

"The shipping address is from a cargo consolidator in Doral, Florida. They will send it to the recipient listed on the label. This person lives abroad and cannot go to pick up the package. Can you help me with this matter? I will appreciate the help you can give me. Kind regards "

I don't even know where to begin on this.  I did open a case with USPS but not sure what can be done.

[mr_lincoln]

Hi @jkle_cougar ,

1. Get a letter from the P.O. stating the Buyer picked up the package and if they can add the Tracking number on record that would be great

2. What does your Tracking show on the Sold item?  Does it say anything like Attempted delivery, or Held for pick up?

3. For now ignore the message they sent, you shipped to the address on file at the time of order so that is what you have to focus on.

Regards,

Mr. L

[jkle_cougar]

Tracking number is in the order and it states when you look it up:

"August 17, 2022, 2:44 pm
Delivered, Individual Picked Up at Post Office
MIAMI, FL 33126 
Your item was picked up at the post office at 2:44 pm on August 17, 2022 in MIAMI, FL 33126."

[cstpos]

@jkle_cougarAs long as you sent the order to the address on the ebay sales record, you have fulfilled your obligation. Let the buyer know that, because they chose a freight forwarder, they need to follow up with them regarding where their item is. Depending on what the final destinations is, it will probably take more than 7 days to get to the buyer from the freight forwarder

I would copy & paste the USPS tracking in your reply on ebay. Since the USPS also fulfilled their obligation, the issue is between the buyer and the freight forwarder.

It just sounds weird. The person contacting you is making it sound like they ordered it, but it's for someone else in another country via a freight forwarder? How could someone from a freight forwarding company have the proper ID to pickup the item at the post office? I would just reply as mentioned - that they need to follow up with the freight forwarder regarding the location of their item. Maybe (hopefully) it's in transit to the buyer.

Best of Luck!

[creativecrisis]

If you shipped the item to the address provided at checkout, and tracking shows the item was delivered (picked up, in this case), you should be covered by seller protection. Respond to the request with the tracking number, and it should be closed in your favor.

The cargo consolidator is responsible for getting the item to the buyer, so the buyer would need to communicate with them about delivery issues.

[mr_lincoln]

@jkle_cougar   Thanks for that information, you are protected against an Item not received claim because tracking states it was "Delivered, Individual picked up at Post Office"

Ignore messages from the Buyer ... if you write anything to them simply state that eBay and USPS tracking shows Delivered and picked up at the Post Office ... 

Regards,

Mr. L

[jkle_cougar]

Awesome thanks for the responses!

[mr_lincoln]

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@jkle_cougar wrote:

Awesome thanks for the responses!

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@jkle_cougar   The other thing you can do is use the Report Buyer function on the transaction and advise eBay they are asking for more than what was offered.   Also, don't even mention "freight forwarder" in your messages with the Buyer ... not your problem.

Regards,

Mr. L

[ittybitnot]

@jkle_cougar 

Did you check the full tracking history on USPS.com?  That may provide a bit more information.   Doral FL is the home to many 'freight forwarders'.  Respond to the case with the tracking number.  If problems continue, you may have to contact eBay regarding the buyer's use of a freight forwarder for in many instances using such will restrict a buyer from filing claims under the Money Back Guarantee.  

Generally speaking, the BUYER can't pick this up as they are in another country.  

[jkle_cougar]

@ittybitnot 

Yes states it was dropped off at USPS by me on the 15th

Arrived at regional facility the 16th

Arrived at the Maimi post office the 17th

Then picked up at post office on the 17th

[luckythewinner]

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@mr_lincoln wrote:
The other thing you can do is use the Report Buyer function on the transaction and advise eBay they are asking for more than what was offered.

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According to the OP, the buyer simply asked whether the seller could help and said that he would appreciate any help the seller could provide.

I do not see anything in the OP's posts that suggests the buyer was "asking for more than what was offered" or anything else that would justify reporting the buyer to eBay.

[ittybitnot]

 the buyer simply asked

@luckythewinner   

Sounds to me like the buyer filed INR.

[dbfolks166mt]

 How could someone from a freight forwarding company have the proper ID to pickup the item at the post office?  My guess would be that the to address on the shipping label is probably pretty well known to the PO as a shipping company (freight forwarder) an they pickup hundreds of packages a week at that location.  The ID they would need would be their company ID.

[luckythewinner]

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@ittybitnot wrote:

 the buyer simply asked

@luckythewinner   

Sounds to me like the buyer filed INR.

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I was reporting what the OP's post stated about what the buyer asked for.

Filing an INR would not be "asking for more than what was offered" and also does not warrant reporting the buyer to eBay. 

[albertabrightalberta]

If the buyer opened a case for INR (item not received), respond to the case by inputting the tracking number. In the comments section, you can add, "USPS tracking #(fill in the blank) shows that the item was delivered and picked up at the post office at 2:44 pm on August 17, 2022 in MIAMI, FL 33126." 

Buyer will have a few days to "respond" but unlikely won't, after which you can request that the case be closed and your funds released.