Customer says they did not receive their item

[dard93]

I have a customer That says they did not receive their package of Mel tracking says it was delivered so you should submit a claim should I claim be similar to eBay? Or should I claim is submitted to her post office in New York and if it is the post office who is supposed to file that claim

[dard93]

OK, so my phone did not pick up what I meant to say. My customer claims they did not receive the item that they paid for. eBay tracking has it delivered but the customer says they never received it. how should a claim be submitted? should a claim be submitted by the customer to eBay or by the customer to the post office at her location.

[inhawaii]

Tell your customer to file a INR (item not received) case with ebay.

When they do and you are notified of the claim by ebay,

Respond to the claim and MAKE SURE you upload the tracking number that shows the item was delivered.

After a few days you should win the case and not have to refund the buyer.

Good luck.

[lamber9347]

Once you get that delivered scan you are fine, that is the end of your portion of the transaction. You are no longer responsible if the buyer never actually received it. What you need to do is write a kindly worded message to your buyer telling them to contact their own main postal office and inquire there. They should also check with neighbors in case the package was mis delivered next door, or a kind neighbor took it in for them. That is all you can do but be respectful and kind to your buyer as they are out their money. Best of luck to you....

[dard93]

Thank you!

[ittybitnot]

should a claim be submitted by the customer to eBay

@dard93 

Yes.  If tracking shows delivered, you reply to the case with the tracking number once the buyer files the eBay claim.  Do not refund purely based on what a buyer tells you in a message.  

[dqdistribution]

This is basically the only case seller's can win.

Follow what @inhawaii said and you should be fine.

Please note, after you win they may open a return request and send you an empty box, so it's not technically over yet.

[dard93]

Thank you! She is trying to get me to file a clay with the Post Office.

[lamber9347]

---

@dard93 wrote:

Thank you! She is trying to get me to file a clay with the Post Office.

---

Your buyer may simply not know what to do and is asking you because this is their first experience missing a package. As the seller explain to them what to do and your buyer will not blame you. Remember, even though you are not at fault here, they can still leave you a negative comment, especially if they feel you aren't empathetic enough to their issue....

[coolections]

There is no claim for you to file. The tracking shows delivered so the post office won't pay anything to her. Tell her to ask her post office and her mailman because if she is telling the truth it either got delivered to her neighbor, or got stolen.

[new_spin_boutique]

If you actually want to help the buyer - tell the buyer to file a missing package report with the shipping carrier. I always link the USPS or Fed Ex page to file a missing package report. I also advise the customer on the process, and what potentials may have lead to their package being missing. I also make the buyer aware of the tools the carriers have at their disposal to locate the package in the event that it's not a case theft. 

I also make the buyer aware for potential ramifications for theft and mail fraud. If they choose to file an item not delivered claim with eBay, that's their prerogative. However, if they do, all that you must do is provide the tracking # in the claim that shows the item as having been delivered. So, don't worry. 

Most of the time, these missing packages are actually missing, so I like to help the customer. I once had a package sent to Ohio, shown as delivered, turn up in Australia... so... things happen. 

[coolections]

---

@new_spin_boutique wrote:

I also make the buyer aware for potential ramifications for theft and mail fraud.

---

Do not say anything like that to your buyer. It will definitely backfire as you are accusing your buyer of theft. If they actually are making a false claim so be it.