Can negative feedback be removed if package sent to address on file?

[kathy507]

A buyer contacted me after her package was shipped asking me to ship it to a different address than the registered one on PayPal.

She said she had messaged me to ship to a different address, but there is no message on the order form nor is there one in my message box.

I advised her that the package was already shipped and that is was shipped to the PayPal address on record, but if she filed a forwarding address with the post office it still might get to her.

Today I received an abupt message that she still has not received it (it has been 10 days).  The tracking number shows an "out for delivery" and then another in transit, so I suspect it is being forwarded.

If she leaves me a negative for this, can it be removed?  If she does not get it after the post office forwarded it, am I still protected against an item not received claim?

[adkhighker]

The first thing you should do before worrying about getting feedback removed that hasn't even happened yet is to make sure to keep in touch with her.  Tell her that you have been checking tracking on the package (and give her the tracking number), and you noticed that it was out for delivery and then back in transit. Even offer that you will phone your local postmaster to look into it for her. Doing this lets her know that you are just as concerned about it as she is. 

[kathy507]

Yes, I have already sent her the tracking number and also a snapshot of the USPS website showing the tracking.

I will of course, follow up in a few days to see if it is delivered and have the local post office check too.

She thinks this is all my fault and my responsibility as indicated in her messages to me so it is a matter of concern.

[bbravo65]

@adkhighker...very helpful advice...!!!

[bbravo65]

@kathy507...file a claim "where is my package" with USPS.com...they will trace it for you right away...(I have done that several times...)