Customer claims he didn't receive the item which was delivered according USPS Tracking

[jvdi9617]

I found this forum is quite helpful! Answers to my previous question were very professional.

One of my customer claims he didn't receive the item which was delivered yesterday according to USPS Tracking. He opened a request "not received the item". What shall I do?

I shipped the item on time and purchased USPS Priority Mail through ebay. The item costs more than $120.00. I replied the request by asking if his family member or neighbor received the package. What next step do I expect? Payment is on hold. 

Any instructions/suggestions would be appreciated?

[anthonydelillo]

Hi,

The case will be closed in your favor if the tracking indicates the item was delivered.

Your suggestion to the buyer was a good one. If they can't find it after asking neighbors, then you can advise them to file a stolen package claim on the USPS website.

The  buyer may leave you negative feedback but it may be a candidate for removal depending on what they write. 

[a_c_green]

There is a link within the dispute case with which you can upload your tracking number to the case. Do so, even if you already printed the label through eBay and it was already uploaded to the sale.

[dhbookds]

Be sure you answer the case with the tracking number........  I would also you suggest to him that he contact his local USPS branch and talk to them......they can use GPS  information to see exactly where the package was left....  80% of these claims were dropped by buyers after telling them to check with family/neighbors  for me.....

[buyselljack2016]

@

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[dirk12955]

Suggest that he speak to the mail delivery person.    The person that delivered the package.    The person that visits his home 6 days a week. 

The one person in this situation that really should know what he did with the package.

When you point out to the buyer that you have delivery confirmation,   Many times they suddenly find the 

 missing item.    

[silverstatetreasureboxes]

Very good advice to buyer...you have the tracking # shows it was delivered. Payment is being withheld because your a new seller ahhh but a smart one! Kuddos!

[jvdi9617]

To All of Above (and below):

Thank you! I really appreciate your advice and help!

[futuremarine2011]

as long as you provide a tracking # showing the item was delivered to the address on file that you shipped  it to and it states delivered then you are covered 100% and  they will release your money back to you. ive been thru this situation more than once.  if  a case is ever opened up on your selling then this is the  only guaranteed one you can count on.   anyone could  go into the mailbox to get the item, who knows but the buyer. but thats not your responsibility.

[futuremarine2011]

forgot to mention  the buyer might  have taken a chance that you didnt get  a tracking # and then he could get his money back plus keep the  item  you sent.   ive seen it all on ebay.  never sell anything on ebay without a tracking# unless you want  to give it away

[johnrj1226]

Seriously doubt that any carrier will recall where they delivered all of their daily packages especially during the Holiday mail rush.  FYI info the normal mail carrier works 5 days/week and a sub delivers the 6th day.

The best  bet is to contact the the Post Master at the delivering PO and have them run a GPS report to verify where the location where the package was scanned as delivered.

Do agree that when you send a copy of the tracking number  that shows the item delivered often they will get  quiet.

[thihewapa_0]

It can be a Scam. Contact eBay support and provide your tracking number. They will immediately check it and place the action. Don't worry.

[dirk12955]

I have a slim understanding how the USPS works having sold mail order in one form or another for 45 years.

If I were the OP.    Step one for me would be to nail the delivery person on my door step and ask him what he did with my package  yesterday.         

Maybe of some of these carriers were put on the spot, they'd stop screwing up.   I'd start at the bottom and work my way up.    

This is all assuming that the buyer isn't lying thru his teeth.

[penguins_dont_fly]

@jvdi9617 

First, upload the tracking into the INR case.

Then, send a message like this:

Dear Buyer:

Tracking indicates that your package was delivered on [MM/DD/YYYY] at [HH:MM] to Zip Code [zip code]

[Carrier: Tracking Number]

Please check with your neighbors and housemates to see if they received the package.

Check around the exterior of your home (behind bushes, next to the garage, etc) where the carrier may have left your package for "safety" reasons.

If this is unsuccessful, please talk to your Postal Carrier or Local Post Office to find out where exactly they left the package.  All USPS delivery scans have GPS coordinates.

If the GPS scan does not match your address, ask the Post Office to retrieve your package. If they are unable to do so, you can file a claim with the USPS.

If the GPS coordinates match your address, then the package may have been stolen after delivery. Contact your local police department to file a theft report.  You may be able to make a claim with your homeowner's insurance.

I will provide any information necessary for you to make a police report or insurance claim. Please let me know what information they require to do so.

Thank You

Seller

[buyselljack2016]