Buyer is stating they never received item....

[roberto2227]

I have a buyer that is stating they never received an item but the tracking shows it was delivered on July 13 - Also they left me positive feedback saying item works great . how can i handle this?

[mtgraves7984]

If your buyer opens an Item Not Received claim, upload your tracking info showing 'Delivered'. You'll win the claim.

[roberto2227]

Do i need to send this to Buyer or ebay? Also if ebay where/ how do i do that?

[mtgraves7984]

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@roberto2227 wrote:

Do i need to send this to Buyer or ebay? Also if ebay where/ how do i do that?

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@roberto2227 

You can send the buyer a note with the July 13th delivery information, if they've just messaged you. They may need to check with family members or neighbors (it may have been mis-delivered); they may need to ask their carrier (or go to the PO and ask) for the exact gps 'ping' where the package was delivered. USPS has that info.

You don't need to enter the info into an Item Not Received claim if the buyer hasn't opened one. You will need to enter it into the claim if they do open one.

[heckofagame]

You don't need to send anything unless they open a claim

[roberto2227]

They did open claim - i should of said this at beginning 🙂 

[chevymontecarlo88]

Did you enter the tracking number on the claim showing it was delivered?

[heckofagame]

Then you should have received a message from eBay in their messaging system. Respond to that message with the tracking info.

[1786davycrockett]

"They did open claim - i should of said this at beginning "

On the right hand of the claim, it asks for the seller to respond.  Click on that, & then enter the tracking number in the box provided.  You can also supply the date, method & time of delivery, should you choose.  Then click on the "send" icon (or whatever it is now), and you should be set.  Since you have now supplied the tracking number directly to eBay, you should be covered from any further claims by your buyer.

[roberto2227]

So not for sure where i can put in claim but here is what the ebay looks like- It only allows me to send message to buyer.

[chevymontecarlo88 · Accepted solution]

Under select how to respond the first thing is update tracking. Click that and enter tracking number. 

[johnrj1226]

Professionally send them an eBay message  states your records show that this item was deliver  on such and such a date and time.  Include a copy of  carriers tracking number and a copy of the complete tracking.  Suggest they ask other member in their  hose hold, neighbors, etc and  have them check with their local PO to see if the item was deliver to the  incorrect address - their PO can verify by GPS records.

Only communicate with the  buyer  via eBay messages.

Have  had several of those type claims - when I sent the tracking info - never  heard back from the  buyer.

If they communicated by  personal e-mail  - nicely state you only communicate via eBays message for the benefit of both parties.    And advise them to check their eBays messages for a response to their inquiry/claim.

[1786davycrockett]

Click on the circle that reads "Update tracking details for the buyer."

That takes you to another screen, in which you fill in the tracking number, plus the name of the carrier (USPS, UPS, FedEx, DHL or whatever), plus any further information, such as date & time delivered.

Then click & send to eBay.

[hollysfinds]

Just out of curiosity, how do they know the item "works great", as

stated in their feedback, if they never received it ?

Sounds fishy to me.

[southern*sweet*tea]

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@hollysfinds wrote:

Just out of curiosity, how do they know the item "works great", as

stated in their feedback, if they never received it ?

Sounds fishy to me.

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Either the INR was meant for another seller, or the feedback left was meant for another seller.  It happens more than you think.

OR

the buyer could just be trying to get a freebie.