Buyer doesn't want to pay because they said item wasn't delivered even though tracking said it was

[kchess]

I have a buyer that is with holding payment on an item I sold to them.  The tracking number states that the item was delivered within a week and now this person wants ME to investigate where the package is. The package was delivered. I don't know how this falls back to me. What if it was stolen?  That wouldn't be my fault. Shouldn't they connect their local USPS themselves?

[dhbookds]

If it's just a question:

I would send them a link to the delivery info and say since USPS is showing delivered to them.......they need to contact their local PO......especially if they think it was stolen by porch pirates......

If they have filed a NR case, enter the tracking number and you will win........

I don't understand "they don't want to pay" though........I presume you mean ebay is holding the $$$? 

[simba6]

Just how are they holding the payment?   If they file an eBay not received case you reply with tracking showing delivered. They would lose that case.  Did you ship it before they paid?

[wastingtime101 · Accepted solution]

---

@kchess wrote:

I have a buyer that is with holding payment on an item I sold to them.

---

Are you saying you shipped before the buyer paid?

Or are you saying eBay put the funds on hold because the buyer filed a non-receipt claim?

Has the buyer filed a claim or did they just send an eBay message?

[jameshen1]

They should have paid you before you shipped it.  How can they be withholding payment from you?  We need more details in order to help.

[chevymontecarlo88]

assuming you mean payment holding is that they are threating a charge back. 

If it shows delivered, your job is done. However, it is good customer service to placate them while offering some help and advice. I would send a message to the post office asking them if this was delivered or was accidently scanned. Let the buyer know you are reaching out and to have them talk with their postal courier who delivered it. The buyer may be upset and not realize they are responsible for porch pirates. (having a safe location for delivery) By helping them, you may reduce the chance of them giving you negative feedback. YMMV

Good luck

[kchess]

Yes, I got a message from eBay stating that they are with holding the funds.  I sent the person a message with a "copy and paste" message using the tracking number with the tracking history and stating it was delivered and I told the person to contact their local post office.  I haven't heard from the person yet.

[jerseyboymusic]

@kchess 

On the INR claim, upload the tracking number and I also copy and paste the entire tracking detail

[wastingtime101]

---

@kchess wrote:

Yes, I got a message from eBay stating that they are with holding the funds.  I sent the person a message with a "copy and paste" message using the tracking number with the tracking history and stating it was delivered and I told the person to contact their local post office.  I haven't heard from the person yet.

---

OK so the buyer filed a non-receipt claim.

View the details and you'll see a list of actions you can take. One is to update tracking. The tracking number will be pre-filled and you can click a button to confirm the tracking is correct. Do that.

In a few days you'll see a new option on the list of actions to ask eBay to step in. Do that and in the comments box reiterate it was delivered per carrier's tracking info.

As for contacting USPS - sure, you can call the buyer's local PO and ask them to check GPS coordinates on the delivery scan to make sure it wasn't delivered to a neighbor in error. But really it's the buyer that has the most power as they can speak to their carrier or walk in to their local PO for better assistance. If package was stolen from their porch they need to report that to the PO and their local police. It's not your problem.

Edit to add: My advice assumes you shipped to the address on the order and did not make changes. As long as you shipped to the address on the order details page you have seller protections.

[kchess]

This whole thing got the better of me and I called the post office and got the guy's name that I spoke to. We double checked the address and the tracking number and yes, it was delivered.  

[kchess]

This whole thing got the better of me and I called the post office and got the guy's name that I spoke to. We double checked the address and the tracking number and yes, it was delivered.  

[kchess]

I always ship after payment. This whole thing got the better of me and I called the post office and got the guy's name that I spoke to. We double checked the address and the tracking number and yes, it was delivered.  

[ebooksdiva]

@kchess 

Copy the tracking number and paste it into the INR case so eBay can close it in your favor.  

[reallynicestamps]

EBay does not give the buyer's address until they have paid. Did the buyer contact you and give you their address before paying and you shipped?

In any case you have to personally insert the tracking number showing delivery manually into the eBay Claim or eBay decides you are unresponsive.

Do this immediately.