How many actually follow up?

[bigdeals.etc]

I get quite a few buyers who claim/message INR when tracking shows delivered. I always give them my scripted checklist on how to locate their item. One of the main final suggestions is to go to their local PO to get the GPS location of the scan. Based purely on the context of their replies, I assume many haven't followed up with PO and just said they did only to try and have me fix it for them.

I wonder generally how many buyers who claim INR and tracking shows delivered actually follow up rather than hope the seller will bail them out. I understand that some of these buyer claims are actually due to USPS error. But why do I have to care and help a buyer (when I'm not obligated) if the buyer doesn't care enough to help themselves?

[downunder-61]

Sounds harsh, but once you enter your tracking into the case, your job is done - I would not poke the bear.

If a buyer messages you after the delivery date you could then advise how they can check, but I wouldn't offer it up without a buyer asking.

[katzrul15]

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@bigdeals.etc wrote:

I get quite a few buyers who claim/message INR when tracking shows delivered. I always give them my scripted checklist on how to locate their item. One of the main final suggestions is to go to their local PO to get the GPS location of the scan. Based purely on the context of their replies, I assume many haven't followed up with PO and just said they did only to try and have me fix it for them.

I wonder generally how many buyers who claim INR and tracking shows delivered actually follow up rather than hope the seller will bail them out. I understand that some of these buyer claims are actually due to USPS error. But why do I have to care and help a buyer (when I'm not obligated) if the buyer doesn't care enough to help themselves?

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Not certain how "many" instances you are referencing?  We have only 1 or 2 per year, at most.

I do contact the post office, as I am the Seller, shipped the item and if the Buyer states it is not there and shows delivered, I do think it is my responsibility to respond and engage with the post office.  Also, when you do not, often a Buyer files a chargeback and while again, you can state it shows delivered, it does not mean you automatically prevail (you should, but for some reason nothing on this site is a "slam dunk" these days.

I have had parcels that show as "delivered" and yet they were still on a postal vehicle for delivery.  Typically, a call to the post office and an inquiry seems to shake things loose.  USPS is using a lot of temp workers and many of those are assisting with parcel deliveries.  I have learned that delivered does not always mean "received".  

There are lots of things as a Seller we are not "required" to do - from my perspective, the transaction is not over until the Buyer says it is.  So I do engage and work to find a resolution.