Buyer says that didnt get it, tracking shows delivered, in/at mailbox

[sammygene]

Do I have to give refund to buyer when tracking shows it was delivered.  He says he didn't get it.  He filed an "item not received request".

It seems ebay wants me to give him a refund.  How do I need to handle this.  It was delivered USPS ground advantage.

Thank you

[bonjourami]

Just provide Ebay with the tracking number to prove delivery.

[iamalwaysright]

Ebay always wants you to give the buyer anything they want even if it doesn't make sense or if policy doesn't require you to. Don't listen to that.

Make sure you physically attach the tracking number to the item not received claim. Don't expect ebay to do it for you. Sometimes they do, sometimes they don't. Even if they did, I've heard of sellers clicking "send message" in that claim and just paste the tracking number on there to be redundant.

After that, you'll win the claim 100% and no money will be taken from your account.

[sammygene]

thank you for your reply.

How do you physically attach tracking number to item?

When I go into "resolve request"

I select resolve request, then select Update tracking details for the buyer, then shows tracking # prepopulated, hit save/continue.

Is this what you were talking about?

Thank you

[rugerskick]

File whatever evidence ebay wants to show it was delivered.  No you don't need to refund.

[slippinjimmy]

eBay doesn't "want" you to refund, if you agree to do a refund eBay will be refunding the fees they collected from you.

In this situation it's simply a matter of providing the tracking and then forgetting about the claim because you cannot lose.

USPS do make mistakes and deliver to the wrong address, people do have stuff stolen from mailboxes. In both cases eBay Seller Protection will cover you when tracking shows delivered.

[toujoursladybug]

If you didn't use an eBay label that automatically puts in and updates tracking, add your tracking. Always add your tracking. Contact your customer by telling them to ask if their given address is correct, if a family member or friend may have gotten the package for them and put it somewhere without notifying them. It also could have been delivered to another spot like a back or side door or maybe it was delivered to a neighbor who may deliver it to them soon. Sometimes as well something will be marked delivered only to be actually delivered the following day or two, so suggesting waiting a day or two for this reason helps. Surprisingly, a lot of people in this situation won't think of these possibilities on their own and take action, they just expect you to do something about it. Let them know politely that as a seller, since it's been marked as delivered there's not much you can do, and see if they can call their post office regarding this package (and offer details on what this package looks like) as whoever delivered this may know where they delivered it to, otherwise they'll do an investigation.

Twice in the past few months I've had this happen, both times I offered all these suggestions and let them know I can't do anything else for them now that it's marked as delivered. They thanked me and then I never heard from them again. Assuming either they found their packages after following these suggestions, or they were trying to get a free item from me and knew they couldn't and gave up. Either way it ended well.

Don't give them a refund if you've provided to eBay proper tracking that proves that your package was delivered. It's unfortunate for them if they never find it, but that's how it goes sometimes.

[chevymontecarlo88]

Add the tracking number (that shows delivered) to the buyer's INR claim. That is all.

[soh.maryl]

This is exactly the reason that a seller gets a tracking #, to prove delivery.

In addition, you might want to contact your buyer and explain that tracking does show delivery.  He could check with the carrier because they will have a record of exactly when and where it was delivered.  You might also want to mention porch pirates.  

[az93]

It's unfair to assume people are trying to get free items. I have had to truthfully report item not received. Mistakes are made. Once a neighbor had it. Mostly just thieves reaching in my curbside mailbox. All this because seller's refuse to use my mailing address of po box.

[toujoursladybug]

Unfortunately, it's really not unfair to keep the possibility in mind with all the scams that do go on on a daily basis. While it does genuinely happen more often than it should where a package said it was delivered when it wasn't, there are lots of people out there who will use it as a way to get free stuff, along with other methods that sellers deal with. I say this as someone who experienced a buyer who took a box cutter, cut a slit on the inside pocket of a purse and had a blood stain in the photo right by the cut and claimed I did it back when I was pretty new on eBay. Buyers learn that some less experienced sellers will want to avoid the possibility of a negative feedback and will be more likely to refund without questions. I didn't assume they're trying to based on them simply claiming they didn't receive it, but based on their communication with me prior to buying the item, after buying the item, and then when they messaged me after it was marked as delivered. One of the two used language like I was responsible for them not receiving it and needed to do something about it, an indirect way of wanting me to refund them, after asking me multiple questions about the item before and after the sale. Myself and others I know have sadly dealt with a lot of crazy situations.

Ten sellers could deal with the same situation from ten buyers where it was marked as delivered but wasn't delivered. Nine of them could be genuine. But that doesn't mean you shouldn't be wary of someone possibly trying to scam you. It also doesn't mean you assume every time someone contacts  you about it that they're trying to scam you. The context of the situation matters. But when it does happen to you, it's best to know how to handle it correctly and be aware that it does happen.

[techy-stuff]

Hi there, as others have mentioned, it's a good idea to reach out to eBay. I've been dealing with a similar issue recently, and as long as you have a valid tracking number, you should be protected. Inform the buyer that eBay is investigating the matter, and I personally wouldn't issue a refund unless directed by eBay.

[stuff4divas]

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@sammygene wrote:

Do I have to give refund to buyer when tracking shows it was delivered.  He says he didn't get it.  He filed an "item not received request".

It seems ebay wants me to give him a refund.  How do I need to handle this.  It was delivered USPS ground advantage.

Thank you

---

@sammygene  no, ebay wants u, the seller, to prove delivery. to do that, as already posted by many, upload the tracking number onto the case. make sure to pay attention to the time lines on the case. if u upload the tracking too late, ebay will refund the buyer, let them keep the 'supposed not rec'd item' and back charge u, the seller, for it.

[adamcartwright]

@sammygene 

I had a similar claim from a buyer.

I talked to the buyer's local post office.

They investigated and realized they had delivered the item to the wrong house. Same house number, wrong street.

They were unable to get the package back and gave me a letter stating that the package was lost.

I refunded the buyer and submitted an insurance claim to the USPS based on a lost package, which claim was eventually paid.

It was the right thing to do.