Buyer wants refund

[roju-1725]

So a buyer claims he didn’t receive an item I sent although tracking says it’s delivered. If I don’t issue the refund can they still give me negative feedback? Also can they use the tracking number to claim lost package insurance. What do I tell someone in this situation. 

[grasscarp]

This happens all the time - - tracking shows delivery even though buyer claims otherwise. Last time I got a message like this the package was delivered to the neighbor by mistake. All ended well. 

You can ask buyer to open a INR case, and then he/she may just miraculously find the package. This has happened to me several times!! 

So, do  not issue a refund until buyer opens a INR case. Then eBay will ask you for proof of delivery. Send them the tracking number. Once eBay sees tracking confirms delivery, you will be in the clear. End of story, unless buyer then says that you sent an empty box -- another story, another day.

Maybe the package was stolen after it was delivered, maybe the USPS employee took it home, who knows??

Depending on the cost, you may want to reship at no charge to buyer. Good public relations is always nice to have.  

Good luck. Remember - if you cannot afford to loose it, then do not try to sell it on eBay.

[onlinecentral]

Encourage your buyer to file an Item Not Received case. That will enable you to get any negative feedback about the delivery to be removed.

Explain to them that if they lose the case, and they will, they are probably eligible to file a claim for a refund through the eBay Money Back Guarantee. Not you, the seller, the eBay parent company.

Follow the advice in message 2 about encouraging the buyer to contact their neighbors and letter carrier. These packages usually do arrive, eventually.

[lagarto_electronico]

To help you, I would need to know the answer to at least these three questions:

(1) Did the buyer ask their neighbors if the item was delivered to them by mistake?

(2) Did the buyer call the USPS and ask to open a case to find a missing parcel?

(3) Has the buyer refused to do (1) and (2), while stating it is your responsibility, not theirs?

[roju-1725]

I asked him to ask neighbors and the postman he says he did, he did file a inr I provided tracking but he is messaging that he wants his money back. I provided eBay INR with the tracking so do I just wait it out until the 3 days go by and eBay steps in?

[inhawaii]

If you uploaded the tracking that shows it was delivered to the INR case, ebay will close the case in your favor.  Give it a few days.  If the case does not close, contact ebay.  

[jhr-4800]

At this point, stop responding to his/her messages.  Its not going to do you any good.  Don't refund the buyer. 

I had a very similar experience, and the buyer was rude, used foul language...  I reported the the person to ebay, and that the tracking number said it was delivered.  Some people want free stuff. 

Another piece of advice.

Enter your buyer's address into a map.  In my case, what I discover about my buyer, was that he lived in the middle of nowhere.  How did the post office lost his package...  His name was some thing like John John (Not his real name) but a name, that you don't believe was his real name.

Any way, good luck.  I hope that every thing goes well with your case.

[lagarto_electronico]

The buyer claiming he talked to the postman is totally different than the buyer calling the USPS and opening case for a missing parcel.

Edit: If it says it was delivered, I would avoid opening a case with the USPS because they might change it to "not delivered" when it really was.

[lagarto_electronico]

This is really good advice. Always check the buyer's address on Google Earth and then cross reference that with the name.

In the last few months I determined two eBay members were using fake addresses and the names of deceased elderly women.

[moondogblues]

Out of 3000 something buys over the years I have had ONE realio trulio 'lost' package.  The rest that said delivered were delivered to neighbors and the post person retrieved them using GPS.  Two others got left behind in their vehicle and got to me the next day.  Where I am is very rural and the PO uses contract agents and also a lot of alternates.  Our regular carrier is awesome, the alternates not so much.  Though even UPS and FedEx have messed up lately, leaving packages where I'd never look.

OP, your buyer needs to look everywhere...also, their PO should be able to GPS that package.  Good luck.