Help

[roju-1725]

A buyer received their package according to the tracking but filed a claim stating it shows delivery but it’s not there. How do I deal with this case when It clearly shows delivery. I sent a message stating to ask neighbors and postman and if he suspect theft could file a police report.  Are sellers just screwed when this happens and if we want to protect out feedback just give the money back?

[fashunu4eeuh · Accepted solution]

Hi, since the tracking shows delivery, you do not refund. This is one of the few seller protections we have. You have done about all you can do. It is the buyer’s responsibility to provide a safe place for packages to be delivered. 

If the buyer opens an Item Not Received case, your response is to upload the tracking number into the claim. You will win such a dispute. Sellers’ responsibility ends at delivery.

So be concerned and polite, but do not refund.

[donsdetour]

If a case is opened put in the tracking; It shows delivered then eBay will find for you, if it it an item not received case.

Contact your carrier and ask where the item was deliver to if you believe the user did not get the package.

[eunster1313]

(A buyer received their package according to the tracking but filed a claim stating it shows delivery but it’s not there. How do I deal with this case when It clearly shows delivery. I sent a message stating to ask neighbors and postman and if he suspect theft could file a police report. Are sellers just screwed when this happens and if we want to protect out feedback just give the money back?)

You need to respond to the case by manually entering the tracking# into the case.

Help a buyer with an item they didn’t receive

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116&st=...