INR opened as tracked item delivered but not received

[anotheradventure]

Hi, 

an order was tracked as delivered 27 Sept and updated on the order as such. So, I kind of moved on and thought all was well. Buyer opened an INR last night saying they didn’t receive it. When I checked the tracking info in Royal Mail it shows a photo of the parcel propped against a wall. 

I responded to the buyer with a reminder of the tracking info and asked them to check the photo, nearby and if there are any neighbours that are likely to pick up. They’ve come back and said I have the tracking info and not received parcel.

As it is technically delivered, is it me that has refund and report to Royal Mail (even though they still haven’y refunded an INR from over a month ago) or does the buyer report? Not sure if there are other solutions…

[mam98031]

You may want to post this on the UK site, you are currently on the USA site.

I can tell you how it would be handled here in the US.  The buyer would not be able to win the INR because  tracking shows delivered.   I would recommend putting the information on the claim they filed and just wait for Ebay to take care of closing it.  Again this is how it would work in the US.  IDK if there are different rules for you because of where you are.

[anotheradventure]

I’m sorry, didn’t realise it had opened the US version! 

Thanks for responding. I have added all the relevant details, I just wasn’t sure with the carrier having left it outside whether I’m still responsible for refunding/reporting etc, if it has gone missing.

[mam98031]

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@anotheradventure wrote:

I’m sorry, didn’t realise it had opened the US version! 

Thanks for responding. I have added all the relevant details, I just wasn’t sure with the carrier having left it outside whether I’m still responsible for refunding/reporting etc, if it has gone missing.

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In the US you are not.  It is the buyer's responsibility to have a safe place for delivery.  Sellers have no way of being able to do that.  

I hope you will come back and let us know how things turn out for you.

[lsdc4556]

If the tracking shows delivery, ask the buyer to check their location and contact Royal Mail if needed. If they opened an INR case, let the platform mediate.

[anotheradventure]

Thanks, I will do! Here in the U.K., the parcel service usually leaves a card for the recipient to arrange redelivery if there’s no safe space. If they can’t give to a neighbour, delivery people sometimes take it upon themselves to decide a wall, bush, bin etc is “safe”…

[mam98031]

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@anotheradventure wrote:

Thanks, I will do! Here in the U.K., the parcel service usually leaves a card for the recipient to arrange redelivery if there’s no safe space. If they can’t give to a neighbour, delivery people sometimes take it upon themselves to decide a wall, bush, bin etc is “safe”…

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It is pretty much the same in the US expect they can't or shouldn't give it to a neighbor without written consent of the addressee.  

[anotheradventure]

I suppose it’s nice to know some things are universal, such as the bonkers places items are delivered to. My boss has a meal kit delivered every week. One week it arrived after we were closed so they tossed it over a gate to the mechanic’s yard next door. Food items splattered everywhere from the box exploding on impact. That was a fun find by a colleague who arrived in the morning and spotted it. 

[anotheradventure]

Just updating as you asked for me to check back in! 

I made sure tracking and info was updated in all places so there was a nice trail of me communicating quickly. I sent the buyer a message explaining that, as it was tracked and recorded as delivered, they would need to submit an INR claim with the local service. I sent them the proof of postage and talked them through how to make a claim. The buyer seemed grateful for this.

I then waited. The buyer didn’t come back with an update so I eventually requested eBay step in. Within 10 minutes, it said the buyer had closed the case (presumably they got their refund) and my funds were released with payments the next working day. 

the end. 🍾

[mam98031]

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@anotheradventure wrote:

Just updating as you asked for me to check back in! 

I made sure tracking and info was updated in all places so there was a nice trail of me communicating quickly. I sent the buyer a message explaining that, as it was tracked and recorded as delivered, they would need to submit an INR claim with the local service. I sent them the proof of postage and talked them through how to make a claim. The buyer seemed grateful for this.

I then waited. The buyer didn’t come back with an update so I eventually requested eBay step in. Within 10 minutes, it said the buyer had closed the case (presumably they got their refund) and my funds were released with payments the next working day. 

the end. 🍾

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I would not assume they got a refund.  This particular seller protection on INRs is VERY good.  If the buyer closed the claim, they likely found the package.