Buyer didn't receive package due to no fault of mine, how do I deal with this?

[funkthepolice]

A buyer purchased a guitar from me for $75 + shipping for about $132. 

I packaged and shipped it properly and on time using FedEx.

The label was printed through ebay and had the correct address on it.

It was shown as delivered when tracked since over 10 days ago.

Suddenly 2 days ago the buyer opens a claim and tells me it wasn't delivered and that he's always home so he would've known. He's reputable and believable, but I don't understand how this is my problem that the carrier has somehow misplaced the item or simply not delivered it.

I did everything I could and provided tracking from day 1, and it says delivered. He's messaging me implying it's my problem and I need to be contacting the people around his city to figure out where it went.

I hate that he didn't receive it, I'm not a 24/7 ebay seller, I wanted him to get the guitar, it was my personal guitar, but how is it all on me to magically discover where FedEx in his city went wrong without any effort on his part?

Everything I've read about cases like this seem to imply that I've done my part, but there is still an open case, and I've had the money pulled from my paypal account 10 days after I considered it secure.

The buyer isn't mean, and I'm not a scammer, but this still seems not right.

[pikabo-icu]

It's not your fault..

You fulfilled your obligation. If a case is opened against you enter the tracking info showing delivery & call to get the case closed.

That said, have the buyer check with neighbors, look all around his home, he needs to call his local carrier- that's the FIRST thing I would've done.

You could call Fedex for him and at least inquire.. It isn't your responsibility but it would be good customer service.

[aymezemmour_0]

Dear Bro!

Bro! it's Not Ur  Fault !! 

Contact eBay and give them the Tracking The Case Will Closed 🙂 

uRs Aymen.

[couldabeenworse]

Have you file the claim with FedEx? 

[automotivepartsrecyclrs]

All items delivered by USPS,UPS and FEDEX show a scan as delivered. Also not shown to us but each delivery scan shows the exact coordinates of where each package was set.

We have had this happen twice. One buyer got real testy when the usps showed up at his door and the other what we call a miracle the package just appeared in their house before the fedex people took the search over.

[ener51]

I had this happen to me a month back for the first time. Showed delivered, but the buyer said it was nowhere to be found! He immediately responded that I could get my insurance claim from USPS and pass it on to him. Sounded kind of suspicious that THREE DAYS after the stated delivery, rather than wait, he suggested an insurance claim. As you do, I felt really bad about the situation, but I looked it up and there was nothing more I could do. It's not a lost package if it was technically delivered...

I asked him to inquire with neighbors, family, and his local post office. Regardless, he opened up a case against me! Said it "wasn't his responsibility to have to deal with the USPS!"

What I was told was to submit the tracking number to the case as proof of delivery and then to call eBay and have them close the case for me before the buyer could, showing that I was responsive.

[ener51]

He can't. It's technically not a lost package if it says delivered, so you can't file a claim. I inquired about this when this happened to my buyer.

[janet9988]

trinton@ebay

I thought when tracking was provided at time of shipping....   there was no need to provide anything to the case and it will close automatically in the seller's favor?

This doesn't seem to be the case here.

[funkthepolice]

Yea I mean I've gotten the idea that it would be in my favor since shipping/tracking info has been available from the beginning, but it seems I have to contact them myself I guess to close the case? Because this banter back and forth between me and buyer isn't going to solve anything, I'd like for ebay to just see what the situation is and close the case, but I guess they don't see or care until I contact them, not sure, but I'm gonna try it I guess.

[janet9988]

WE have always thought you need to respond to the case with tracking. BUT Ebay  employees have told us that is not necessary. Hopefully trinton will respond with an answer.

[ener51]

You DO have to provide the tracking number to the case. I know it's already in their system from when you shipped, but it shows you being proactive.

That's crazy if eBay is telling you that you do not have to!

The buyer opens a case, you reply to that case (there's a button to click in your message) and insert tracking number. It is now back in the buyer's court to "try to work it out with you." We had nothing else to say to each other, so I just called eBay, they saw I added the tracking number and that was that. And I made sure to ask that I would not get a defect.

[thatsallfolks]

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@janet9988 wrote:

WE have always thought you need to respond to the case with tracking. BUT Ebay  employees have told us that is not necessary. Hopefully trinton will respond with an answer.

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You have to upload the tracking # to the case. The eBay employees (CSRs?) gave you bad info.

If there were no need for you to respond, there would be no need for eBay to allow the case to be opened.

[994john]

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@funkthepolice wrote:

Yea I mean I've gotten the idea that it would be in my favor since shipping/tracking info has been available from the beginning, but it seems I have to contact them myself I guess to close the case? Because this banter back and forth between me and buyer isn't going to solve anything, I'd like for ebay to just see what the situation is and close the case, but I guess they don't see or care until I contact them, not sure, but I'm gonna try it I guess.

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Unfortunately, if you are going to win this case it may leave the buyer a bit sour.

It will be a good idea to put them on your BBL.

[retrose1]

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@janet9988 wrote:

WE have always thought you need to respond to the case with tracking. BUT Ebay  employees have told us that is not necessary. Hopefully trinton will respond with an answer.

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Nice catch, I'm laughing and smirking at the same time.

OP, enter the tracking number that shows delivered into the case and send the case back to the buyer.

There are plenty of buy-uh-scammers that will 'claim' they didn't get their item and it is magically found when you tell them that you'll file a report with the police about it.

Other posters - an ebay blue - trinton, has stated repeatedly that a seller doesn't have to enter the tracking number into the case, if it is already there.  No one really believes him.

[auctionpet]

@funkthepolice

Do as others have suggested and add the tracking number to case. Then call ebay selecting the correct reason from the contact/help page. This will lead you to the case department. They should close the case while your on the phone, wait for them to do so before hanging up. DO IT NOW! Otherwise you risk the buyer getting it closed first before you provide this.

You did what your supposed to, shipped out a package with tracking that now shows delivered. The buyer is wrong in stating it's your problem....it's not, it's their problem now as they provided the address and they are the one claiming non receipt. You can't possibly know if they're truthful. They can phone Fedex and ask for a delivery coordinates. It's possible someone stole it off their porch, which would be a shame, but it's not your fault. A buyer is responsible for a safe place of delivery and could have requested a signed for delivery.

Let us know what happens.