Buyer requesting refund for delivered parcel/not received

[asst-39]

I have a buyer requesting a refund for a parcel they claim they didn't receive. Tracking shows delivered to parcel locker on the 16th. The buyer opened a case with USPS as well. Why would I have to pay them back for a delivered listing? Will eBay automatically refund them even though it was delivered? 

Thanks for any help! 

Debbie 

[shashedevind0]

Have he checked with the postal services? They might have taken it back if the buyer was not present at the time of delivery.

[buyselljack2016]

@asst-39 

Upload the tracking # that shows deliver into the eBay Item Nor Received claim. eBay should then find in your favor.

[itscalledapostingid]

Just reply to the official ebay request by entering the tracking number.

You don't have to refund because you have proof of delivery.

That's why we always use tracking.

[greatstuff80]

Careful! If they've opened a case with USPS and try to get a refund from you too, that is double dipping. I had someone try that on me many years ago. 

[buyselljack2016]

@shashedevind0 

Highly unlikely that USPS would have "taken back" a package that was delivered to a "parcel locker".

Parcel lockers get locked when the item is placed in there, and the key is removed. Then the key is placed in the customers mailbox so that they can get that item delivered without being "present". Very, very unlikely that the item would have been taken back.

Possibly a scan error where the item was not actually delivered. Maybe ran out of lockers. Would have been redelivered at this point.  Greater possibility is the key was placed in the wrong mailbox.

[buyselljack2016]

Hard to double dip when it shows delivered.

[itscalledapostingid]

@asst-39 

See the ebay help page:

https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116

[asst-39]

Tracking shows it was delivered to a parcel locker. The scanner holds an exact geo location at the time of the scan so I'm hoping they will find it

[asst-39]

I replied to the refund request and added the tracking info that shows it's been delivered on the 16th. I apricate your help.

[asst-39]

Buyer says there are no parcel lockers at their boxes and that it would have gone to an amazon parcel locker and a 3 digit code would have been sent along with the locker number. They use those around Atlanta too. 

I just didn't know if eBay would automatically refund without checking with me and looking at the info. 

[asst-39]

I looked at this page but I don't see where to add the tracking number. It's already included in the order number.  The instruction are:

 View request details, then from the More Actions drop down, select Add tracking number.

However, there is NO dropdown showing 'more actions'

It's all a bit confusing. 

[janet9988]

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@asst-39 wrote:

Buyer says there are no parcel lockers at their boxes and that it would have gone to an amazon parcel locker and a 3 digit code would have been sent along with the locker number. They use those around Atlanta too. 

I just didn't know if eBay would automatically refund without checking with me and looking at the info. 

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All of that is not your concern . Amazon is not ebay. The buyer was in control over the delivery address and the 3 digit code.

[asst-39]

Well it shouldn't be my concern but the buyer has made it that way by putting in for a full refund just because someone screwed up on their end. I just wanted to make sure I cover my bases on this end. It took me a minute but I figured out how to add the tracking info into the claim but I've added that. The last time I checked however it showed I still needed to add it. Is this anther entry that is hard to digest for the eBay system? We'll see. 

[reallynicestamps]

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