Buyer open request on delivered item

[jacnsam]

Good morning!

I am a long time seller and this is a posting ID...

Looking for some assistance here- I have a buyer who purchased a $150 item from me in mid December. With all the USPS chaos I was thrilled to see that tracking showed it was delivered on Christmas Eve. The day after Christmas the buyer opens a request- in it they acknowledge that tracking says delivered but it is no where to be found. The tone is very pleasant and I agree to help in anyway I can. 
It used to be pretty straightforward as to how you could close a case if tracking says delivered...am I missing something? The tracking says delivered- why are my funds being held and how can I communicate the delivery to eBay so that the hold is cancelled?

thanks in advance for any suggestions.

[calntom]

If the buyer opened a INR case, go ahead and enter the tracking number into the case.  

Sometimes USPS will scan as delivered before the package is actually delivered. Perhaps it will show up this week.  

Here is another very recent thread on INR.

https://community.ebay.com/t5/Selling/INR-Complaint-Tracking-Shows-as-Delivered/td-p/31465854

[dhbookds]

Funds are automatically held in MP when cases are opened........  Go the usual route in adding the tracking number to the case, but also advise the buyer to ask around family, etc who might have brought it inside and also to inquire of his mail carrier or at the local  PO who should have GPS showing exactly where it was delivered.   i.e. shown some concern to the buyer even tho you are covered if tracking shows delivered. 

[jacnsam]

Yes...I have done all those things in an effort to cover my bases and also let the buyer know that I feel their pain. And yep...bottom line is I am hopefully off the hook since it says delivered and the item was insured.

I responded by 12/31 as instructed and eBay email says they can ask eBay to step in on 1/1...but in the meantime my funds just remain on hold? Despite the fact that scan says delivered?

[calntom]

The bit of cinic in me says to also check the buyers feedback "left for others" to see if there is any history of INR issues with the buyer. 

[jacnsam]

I think we’re good there...”she’s” been a member since 2011, 68 purchases and only left 1 feedback and it was positive 😊

[patd3283]

You can contact your local postmaster and they can look up the GPS.  Ours has given me the address to which the package was delivered.  I communicated that to the buyer and told them that it is their PO / carriers responsibility to pick it up and redeliver it.

Redelivery accomplished!

[rik-rew]

I've had this happen to me before.  I've called eBay before and I've escalated it myself rather than waiting for the buyer and the eBay rep went ahead and closed the case in my favor.  However, if you can, I'd wait a couple more days because it is true (happened a couple of times to me) that sometimes the scan shows delivered and the package wasn't delivered until the next day or so.  

[ittybitnot]

...but in the meantime my funds just remain on hold? Despite the fact that scan says delivered?

EBay does not apparently automatically "close the case" quickly anymore. You have to just wait. I don't know how much of the delay is a function of MP. 

[sextons-sweet-deals]

no tracking should show delivered a day or two before it actually is! Sounds like a "Newman" on Seinfeld!

I would respond to again to the INR ( send buyer message) and copy the full tracking history from the USPS website and paste. Don't use eBay's. It is always behind. 

best wishes!