Buyer says Item not recieved, but tracking shows it was delivered, I responded with the tracking

[nichsch_4571]

An item I recently sold is listed as delivered, but the buyer says they did not receive it. They acknowledge, in their message, that they know such a thing is beyond my control.

I responded almost immediately with the tracking information. The buyer has not responded since then and funds are still on hold. It has been a few days. Is there more I have to do? I'm not sure if something has gone wrong with this process.

[gjs_16]

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@dbfolks166mt wrote:

What I find more annoying is the fact that eBay requires the seller to enter the tracking information into the case to prove delivery. EBay has access to USPS tracking and in fact import the information into the order information although sometimes that process breaks but they can still access USPS tracking directly just like anyone who has the tracking number can. 

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Especially when the label was purchased through eaby, agreed.

But, this is one of those cases where knowing how to play the game is what pays off.

Lets just say, the buyer hopes a seller forgets to input the tracking number in the case...

And after entering said tracking number, the seller hopes the case quietly times out in the seller's favor.

Just how it works.

Acceptance is the answer to this problem today.

[fredoniacoinandtreasure]

When the PO scans an item as delivered there is a GPS stamp on their record. This is not accessible to you, but if you open a "where is my package" request on the USPS website they will find it for you.

[vintage-camerastuff]

If tracking is shown on ebay you should have no problems as long as ebay tracking shows package delivered.  You should win this one.

[rschissler]

"When the PO scans an item as delivered there is a GPS stamp on their record. This is not accessible to you, but if you open a "where is my package" request on the USPS website they will find it for you."

As posted above, this is what I would have done.

[nichsch_4571]

I sent another message to the buyer just saying that I haven't heard back from them. Depending on their response, I may reach out to eBay for help. I don't want this thing stuck in limbo.

[coco9619 · Accepted solution]

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@nichsch_4571 wrote:

An item I recently sold is listed as delivered, but the buyer says they did not receive it. 

I responded almost immediately with the tracking information.

The buyer has not responded since then and funds are still on hold. 

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From 3 business days onward @nichsch_4571 your buyer has the option to ask eBay to step in and look at your tracking number which shows delivered, then the case will close without a refund and feedback is blocked/ automatically removed if already left.

You could also ask eBay to step in, but it would likely close with a courtesy refund to the buyer, and feedback can be left/will persist. Or contact eBay on Facebook here and the case will close immediately without a refund or feedback.

Otherwise, the case will quietly close without a refund, with no feedback in 21 business days and your funds will be released.

[reallynicestamps]

@lightlily_arts 

it is annoying that you can't get these cases closed immediately when you upload the tracking number

The problem is that there is a scam where the purchase* is delivered to the right postal code, but the wrong address.

A little time is needed for whoever or whatever compares the buyer's address and the delivery address to confirm they are the same.

Honest sellers are victimized by the scammers who are cheating buyers. Just as honest overseas buyers are victimized by scammers who use forwarders to get free goods.

*or something - it could be a picture of a kitten instead of a laptop.  The point is getting the delivered scan.

[nichsch_4571]

@coco9619  21 business days? Someone else on here said it was 5.

[coco9619]

Many of us don't know how eBay works.

Ask eBay to step in If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. eBay may step in without the buyer asking if there is no valid tracking information available

Earliest: 3 business days after the report date Latest: 21 business days after the report date

[nichsch_4571]

@coco9619That seems to apply if there is no tracking information provided. Is it the same with tracking information?

[coco9619]

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@coco9619 wrote:

Many of us don't know how eBay works.

Ask eBay to step in If the seller hasn't responded or if the buyer and seller can't reach a resolution, they can ask us to step in and help. eBay may step in without the buyer asking if there is no valid tracking information available

Earliest: 3 business days after the report date Latest: 21 business days after the report date

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eBay speaks volumes without any need to say too much.

1. If there's no tracking, eBay can step in right away.

2. If the seller responds, eBay can step in ahead of 3 business days.

3. After 3 business days, the buyer or seller can ask eBay to step in.

4. The case stays open for 21 business days for the seller or buyer to ask eBay to step in.

[femmefan1946]

@lightlily_arts 

There is a scam where the seller sends the shipment (of something) to the correct zipcode but a different address.

The item shows delivery.

Now the unhappy buyer is out his payment and cannot even leave feedback.

The current policy allows the buyer enough time to show that the delivery was made to the wrong address.

As a non-US seller, does the extended zipcode (90210-1234) provide a more accurate address? I've noticed that most of my US shipments have this, and I have started adding the extension on general principles-- by hand if necessary.

Not every buyer is a scammer. There are way too many dishonest sellers too

[oldedale]

I'd contact eBay and escalate case. Even if you win, this will be shown as a defect (item not received) in Service Metrics. EBAY uses service metrics data for listing placement, this may hurt listing placement in search and if you are rated VERY HIGH you will pay more in final value fees.

[axesboldaslovejimidavis]

I guess I would not order anything by mail if you know the Post Office is that unreliable. Not the sellers fault.

[nichsch_4571]

That's unfortunate, since I'm only a small-time seller.