Buyer opens case that item was not received AND files negative feedback that says same but USPS says

[brlagist_0]

I shipped an item to a buyer and USPS priority mail tracking says that the item was delivered 3 days ago. Today, the buyer left negative feedback that the item was not received and she opened a case as well. 

I am unsure if I should refund her money now or wait andhave her check with her neighbors, etc. to see if anyone else around her may be received the item. Should I have her verify her address? The item was shipped to the address that she provided me via eBay.

Also, is there anything that I can do about the negative feedback? She did not give me any opportunity to respond before leaving it.

[southern*sweet*tea]

Reply to the case with the tracking number that states delivered. Yes, I know it's already there. Add it in again to the case, copy and paste the information. Then call Ebay and have them close the case in your favor while you're on the phone. The negative feedback will be removed.

Then...you can tell your buyer that they need to check with their neighbors or household members and their mail carrier. Tell the buyer that her post office and track down by GPS where the package was delivered.  If the buyer thinks the package was stolen, they need to file a police report.

You did your job and do NOT owe the buyer a refund.

[sg51]

Also, is there anything that I can do about the negative feedback?

Feedback which claims non-delivery when tracking shows delivery is removable.

Call customer service.

[respifybreatheclean]

I appreciate that the seller has to call customer service to get this feedback removed, but it shouldn't be this way.   The platform knows if the product delivered or didn't.   It also knows if a seller didn't pay or has a history of not paying.  

In the delivery case, the buyer can rail the seller and the seller has to chew cycles calling to get it removed.  In the latter, (deadbeat) the seller cant even leave feedback against a deadbeat buyer   

Insanely tilted towards the buyer and eBay.  Irony is that any other company that relys upon partners or dealers doesn't work this way.  Imo this isn't good business and will impact eBay in the future.  

"Call customer service" is a kick in the face when the data is there. 

[dhbookds]

A blue has answered "why" we have to respond to an INR case even tho the tracking is there........

the buyer may be legitimately claiming he didn't get it....package could be misdelivered.  Ebay wants us to "express concern" to the buyer in the case, direct them to contact the PO (delivery company), acknowledge their problem as a part of our selling standard...... 

As said, ebay will find in your favor and delete the feedback, the buyer will get the satisfaction of at least someone knowing/caring about his problem.........