Buyer says never received item but tracking says it was delivered

[secondsnmore]

Received a message from a buyer stating they never received their item but tracking information states that it was delivered with detail that it was placed in a parcel locker. I replied to the buyer letting them know to contact their local post office, ask neighbors or family that had access to the mailbox. I also attached the tracking information detail. Buyer did not respond to my email. Now they have posted a negative feedback. Should I contact their local post office for their package? How do I get eBay to remove the negative feedback. Should I refund the buyer? Thanks in advance! 

[asset_liquidators]

Why would you refund for an item that was delivered? You can also contact ebay to get that feedback removed.

[coffeebean832 · Accepted solution]

Contact eBay CS and cite this policy-

https://www.ebay.com/help/selling/selling-seller-performance/seller-performance-defect-removal-polic...

• In cases where there is an attempted delivery, we consider this "delivered" for the purposes of adjusting late shipment rate or removing feedback

You can contact CS by using the links at the very bottom of that page.

[secondsnmore]

Thank you so much!

[katzrul15]

Would not refund.

Left at a parcel locker as USPS deemed parcel not safe to leave as addressed.

Good luck with you neg removal!

[secondsnmore]

Thank you 

[benzexpert]

I will say this, deliveries don't always arrive at the correct address.

I have a dyslexic postal person who keeps giving us packages for a woman up the street. 

I'm sure they counted it as 'delivered' but of course not to them.

I've dropped several packages off to them being as I'm a nice guy, though not every one is.

last place I lived, always getting mail for building next door same unit number.
I'd take it over, 

Once Fed Ex dropped a box off at their place addressed to me...I didn't know right away.

Fed Ex did an investigation, said they couldn't locate it.

So the vendor sent new parts.

Sometime after that, I wondered...hmmm could they have gone to the wrong building?
I went next door, and knocked hey, did you happen to have a package addressed to me? Yup. So, I ended up getting the stuff twice. Fed Ex apparently 2 lazy to knock. And neighbor to lazy to walk 50 feet. 

Life in the big city. Nobody gives a **bleep** about anyone else. 

[buyselljack2016]

@secondsnmore 

I have a printed "online label record" for every item that I send. When I have an item that tracking shows delivery, and a buyer saying they did not get the item,  I attach a "photo copy" of that info when I reply to them so that they know that the address provided was the one that is associated with that tracking #/purchase.    

I also suggest that they contact their PO so the GPS coordinates can be checked to help to see if it went where it was supposed to go.

I also suggest to them that possible mis-delivery could take  2-3 days to get where it belongs. That is if where it went returns it to USPS

Had one a while back that the buyer moved several states away, and did not update their eBay shipping address. Not sure if they had a "forward" in with USPS, but the item was delivered to their "old address".   Buyer had a buddy stop by to check on the item.  Negative result upon inquiring.   New people at that address apparently just tossed it as they had no use for it after opening it.

[secondsnmore]

Thank you, I definitely will start attaching their “online label record.” I attached the tracking information detail to my response & I replied to this buyer multiple times how to contact their local post office, asking family members or neighbors of their package. Even called their local post office to confirm the Parcel Locker & the rep informed me the buyer should have gotten a key to their locker. I emailed the buyer with all this information but no response. Thank you for your reply and advise.

[coffeebean832]

You've extended a lot of help to the buyer- you don't need to do anything more. Glad to see that neg vanished so quickly!

[secondsnmore]

Thank you for your reply. I’ve had a few neighbors bring me my package and one neighbor didn’t even live on my street and she lived 1 mile from me with no similarity to our address. But thankfully she was nice enough to bring it to me. And never once did I even think of blaming the seller for the mis-delivery. It wasn’t ordered through Amazon so I didn’t expect their own delivery.  Thank you again!

[secondsnmore]

Thanks so much for this information, it’s very helpful. Truly appreciate it! I’m still new to eBay and still learning all the ins & outs. But this community has truly been helpful, someone’s always around to give helpful tips and advice. Thanks again!