Buyer says he didn’t receive item. Tracking shows it was delivered. what do I do?

[oc.cafe.racer]

Hi everyone,

I have a buyer who didn't received his item.  I checked the tracking number and it was dilivered last week. 

little info about my item, I sell custom motocycle seats and I have a clear note saying seat are made to order, turn around time 1 to 2 weeks. NO REFUND accepted.

here's what he messaged me

buyer-"I paid a lot of money for shipping and I didn't get anything ?"

Me - "Hi, item was shipped out and delivered to you on June 29th. Please see tracking history.

Tracking# 
9405509699938585874078
USPS.com"

buyer responded back - "I did not get anything, I will not be in this apartment anymore and I thought I would get the Seat on time ... maybe it's not your fault but I'm very unhappy with the situation"

what should I do in this situation?

[paudoh-16]

Congratuations on a sale!!! Sure wish we had some.

Contact Customer service as soon as possible. Try to do it before 3pm PST. Explain the circumstances. They can log the situation. I can't see you not winning this if the customer tries to file. I hope that's the case.

[oc.cafe.racer]

and also he did file a claim! 😕

[siayan]

Enter the tracking number in the claim and call CS if it puts you more at ease.

It is the buyers responsibility to provide a safe delivery spot.

They also get 2 more bites of the apple but this should solve #1

[pburn]

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@oc.cafe.racer wrote:

Hi everyone,

I have a buyer who didn't received his item.  I checked the tracking number and it was dilivered last week.  

Since s/he opened an INR claim, you follow the instructions eBay will send and enter the tracking number into the case.

Many sellers offer ideas to help the buyer locate a package that has been, according to the tracking information, delivered. Ask if there is an apartment manager or neighbors who may have seen the package, have them check with their local USPS to get the GPS info on the delivery, sugget they contact local police to file a theft claim, etc. You are not required to do any of those things, but they may be considered good customer service.

[umoraski]

If the Buyer lives in an Apartment, you should ask if he had a secure mail box.  If not - someone could have stolen the item, especially if was left outside of his door.

[siayan]

I don't think I would have too much back and forth with him. The package is missing and I think that is the end. Any compromise from here would be on you. Maybe tell him to ask the mailman and end it. The mailman (read person) usually remembers deliveries but what if he does? The buyer isn't going away because of that. 

[dirk12955]

Don't make this any more complicated than it needs to be.

You paid extra for tracking to avoid this very situation.

It's not an ebay issue or an issue with your selling reputation.

The USPS claims that the item was delivered. If he claims different, Then he needs
to speak to his mail carrier.

If he gets no satisfaction, Then he needs to speak to his mail carriers superior.

If the package is stolen, He needs to call the police.

Don't feel bullied and don't allow yourself to be bullied.

It's all on him.

[dirk12955]

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@siayan wrote:

I don't think I would have too much back and forth with him. The package is missing and I think that is the end. Any compromise from here would be on you. Maybe tell him to ask the mailman and end it. The mailman (read person) usually remembers deliveries but what if he does? The buyer isn't going away because of that. 

Absoluety outstanding advice.     It's silly to hold the hand of a buyer in this situation.

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[classic_luxe]

This is what needs to be done. You said he  has opened up an eBay case? If so, call ebay customer service and ask for someone in the Resolution Center, explain to them that you have tracking verifying that the item was delivered and ask them to close the case in your favor as you are on the phone with them, this will also block them from leaving any feedback for you. You have seller protection in this case with eBay and PayPal.

Your buyer doesn't sound legit to me but he can contact his local carrier for more information.

[pburn]

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@classic_luxe wrote:

This is what needs to be done. You said he  has opened up an eBay case? If so, call ebay customer service and ask for someone in the Resolution Center, explain to them that you have tracking verifying that the item was delivered and ask them to close the case in your favor as you are on the phone with them, this will also block them from leaving any feedback for you. You have seller protection in this case with eBay and PayPal.

Your buyer doesn't sound legit to me but he can contact his local carrier for more information.

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OP absolutely DOES NOT need to call Customer Service! I can't imagine someone would call Customer Service if they didn't have to. Why would they have to call?

All the OP has to do is enter the tracking number into the case. End of claim. Seller wins every time. It's just not sound advice to suggest they call Customer Service.

[dirk12955]

I've called ebay 1 or 2 times in 18 years of selling.

[siayan]

I love to call CS. I want it taken care of in real time. To each their own.

[classic_luxe]

Sorry you are incorrect. If you want the case closed immediately you call eBay customer service and have it done, this also prevents the buyer from having more time to get upset and leave negative feedback. I have 14 years of selling experience on eBay with over $400,000 in sales so I'm not just giving advice off the top of my head.

[artflorida1sl4]

This has happened to me a few times... sorry you have to deal with it. I have pretty good way of dealing with it. First, I suggest that the customer go to their local post office to speak to them in person. I then call the USPS number on their web site to open a case (don't just open one on the web site - takes forever, or never, to get a response!). They contact the local office and have someone call me back.

The customer may have already entered a forwarding address with the post office and the package could be there. 

Delivery trucks have tracking devices and they are able to see when and where their vehicle stopped on that day. Most of the time, the package was delivered to a neighbor instead of the customer's box. Sometimes the package is delivered to the customer and another person in the household has brought it in. There are other possibilities, like theft.

I send emails (throught the ebay system only) to the customer letting them know what I have done to help them out in locating their package. It's good to have a record of these things.

I don't call them on Mondays. Too busy. Still have to wait, but I work while my phone is on speaker. They used to have an option for them to call back, but it was not available the last time I did this.

It's a pain, but if you are successful, you may have a happy customer for life. If not, you can make friends with the USPS folks. We're all human and can all make mistakes. Be nice to them... it pays off.

Hope it works out!