Buyer says item wasn't delivered, USPS site shows it was delivered

[sidsalts]

From reading the forum, I'm pretty sure the answer to this is "refund her," but I want to ask anyway.

The buyer messaged me a few hours ago to say the item I shipped to her hasn't arrived. USPS tracking confirms it was delivered last Thursday. What should I do at this point? Thanks.

[fab_finds4u]

Why would someone tell you to refund when tracking shows delivered?  They wouldn't.  Tracking protects you if the buyer claims it's not received.  Maybe the package was stolen after it was left.   Not your fault. They need a locking box or a camera to discourage porch pirates.

[jrkirk]

If the buyer opens a INR dispute, then post the information above as a reply to the dispute, and you should win automatically.

[evry1nositswindy]

Do not refund!  Tracking shows delivered and if a case is opened, enter in the number.  The buyer can check with the USPS as they use GPS.  It will show where the package was delivered.  You are not responsible for theft.

[cstpos]

@sidsalts  I would not refund. If they have only sent a message (not opened a case) I would politely tell them they should check with their local Post Office, neighbors, and/or file a police report. If they open an Item Not Received case, just upload the tracking as proof of delivery.

[sidsalts]

Thanks for all these replies.

I guess the secondary consideration is whether I want to risk getting my first negative feedback over a $20 item.

[soh.maryl]

If you follow the suggestions of everyone who posted here, and the buyer STILL manages to leave negative FB, then you can respond to that FB is a calm, professional manner:  Sorry.  Tracking shows delivered to buyer's address.  Porch pirates?.  

[justafemster]

And IF the buyer leaves a negative feedback and mentions that they never got the package, ebay WILL remove the neg.  

Sounds like the buyer is fishing.

This isn't amzn, tracking counts on ebay. 

[albertabrightalberta]

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@sidsalts wrote:

Thanks for all these replies.

I guess the secondary consideration is whether I want to risk getting my first negative feedback over a $20 item.

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If they open an INR case and you win the case because of the delivery tracking, the buyer cannot leave feedback and if they do, it can be removed.

[dirk12955]

Tagging on:   For the OP.    You paid good money for DC to avoid this problem.

My reply would be,    "Dear buyer,   I'm sorry that you are having a problem with an ebay order.   You seem to have mixed me up with another seller.   The item you purchased from me was delivered March 03,  2022

 at 2:10PM    I hope your other order get delivered"

[winterpalace25]

Ebay protected me in a similar situation.  After I made all the suggestions to buyer about neighbors, post office, etc., ebay told me to simply message the buyer to contact eBay about it and they would close the case in my favor, block the buyer from further contacting me, and remove any possible bad feedback. I felt bad for the buyer but ebay told me it wasn't my problem since PO confirmed delivery.

[bearswatching]

If you refund when it is clear the package was delivered you are just encouraging less than honest buyers to make false claims. The value of the item is not the point. You enter the tracking info into the case, let the buyer know how sorry you are and carry on. EBay specifically states buyers must have a secure place to receive packages. Do your fellow sellers a favor and follow procedures. As stated any negative feedback can be removed with a short call to eBay.

[bearswatching]

You don’t seem to be understanding or believing that with proof of delivery any negative feedback will be removed. The volunteers here are experienced, knowledgeable users who know how the system works. As I said do your fellow sellers a favor by not encouraging this behavior.

[partfinds]

I check buyer out before responding. I had a buyer with a lot of good feedback and frequent buyer. I truly belived he didn’t receive item. I advised him to go and talk to PIST MASTER AT HIS LOCAL POST office. I told him I am unable to talk to anyone at post office but 1800- national line who can’t do anything to help locate package. I told him that post master will investigate and question delivery man. And this is exactly what happened. He did go to post office and they let him know that package was scanned prematurely and it will be delivered. If the package wasn’t found I would ship another one to him. Another time I had buyer who I also advised the same and she wouldn’t do it (she has]d 2 feedbacks). I then provided tracking to ebay showing delivered and case closed. I told lady that if she belives package was stolen to file police report and report to post office inspector general. I also told her to ask for signature (to avoid package being dropped off at the door and left unattended) if she lives in unsafe area before she buyes item. Never heard again. But she wouldn’t do anything to help locate package if that was true.

[soh.maryl]

Sorry -- the PO told him you would ship him another item if the package was not found?

How would the USPS know you had another item available?