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Buyer says item not received, but UPS tracking shows it was delivered

I received this message today from a buyer whose package shows as "delivered" in UPS tracking yesterday:

"Hey. So, the app said the item arrived; I tracked it and nothing showed. The UPS app says delivered. But there is absolutely nothing outside on my apt. Nor did the cameras catch a UPS truck. Any ideas? Is there a return policy or anything?"

 

What do I do in this case? Specifically, what do I reply to the buyer? Do I offer to start a case with UPS? Or is that the buyer's responsibility? If I say it's the buyer's problem, can I expect to win a "not delivered" case, and have any negative feedback removed?

 

I'm not sure what I can really do to solve an issue with UPS (best case), or a fraudulent buyer (worse case).

I like to give people the benefit of the doubt, but I am suspicious that the buyer is already asking about a "return" (my taking a loss) on an item that was delivered.

Message 1 of 7
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6 REPLIES 6

Re: Buyer says item not received, but UPS tracking shows it was delivered

Note that the item is a $225 guitar, shipped UPS ground, with no signature or additional insurance.

Message 2 of 7
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Re: Buyer says item not received, but UPS tracking shows it was delivered

Also, the UPS shipping label was purchased through eBay, so there should be no issue of an incorrect address.

Message 3 of 7
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Re: Buyer says item not received, but UPS tracking shows it was delivered

If UPS says delivered you should be covered from an INR case should the buyer open one since  you have proof of delivery.

 

Of course the buyer could do a CC Chargeback and then you likely will have to pay, although you can still claim delivery.

 

I would first message the buyer and encourage them to check with neighbors to see if anyone picked up the item.  I don't this will come back affirmative but you never know. You can check with UPS and possible get more information.

 

I would let the buyer make the first claim if they so choose.

 

Other may have different--better--advice

Message 4 of 7
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Re: Buyer says item not received, but UPS tracking shows it was delivered

@tiggertai 

You can see more specific information for UPS tracking numbers here:  

https://www.ship24.com/

You may wish to provide your buyer with a screen shot or link to the page. 

 

It is especially useful as well if you are "expecting" a package, for it shows the intended/delivered to street address.


Message 5 of 7
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Re: Buyer says item not received, but UPS tracking shows it was delivered

Could just be my area but I have had at least 2 times as a buyer where I had to contact UPS and try and find where my package was delivered to and come to find out it was  delivered to wrong address 

 

UPS can find out with GPS so worth a chance trying 

Message 6 of 7
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Re: Buyer says item not received, but UPS tracking shows it was delivered

If the buyer is just messaging you about it and has not filed a INR complaint, do nothing.

If/when the buyer has filed a INR complaint with ebay,

make sure you respond to the complaint right away.

Also make sure you upload the tracking number to the complaint!

You should have nothing to worry about. 

Can't We Try - Dan Hill & Vonda Shepard
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