@rjh_54-4
No, you're not at fault, but you may have to deal with the problem until it goes away. This is what I would do:
1. Respond to the buyer, tell them you're sorry to hear about the problem. Affirm the Tracking # and tell them according to tracking info provided by USPS the package was delivered on X date @ Y time to the address he/she provided which was Z.
2. Suggest he/she check with any other people in their household or neighbors that may have accepted the package, check around the exterior of their house to see if the package was left at another door, garage, or even in areas next to the same (bushes, etc.) Also suggest they check with their carrier to see if they recall leaving the package and any details about when they did.
3. If your buyer does all that and still can't locate the package, he/she may decide open an INR (Item Not Received) INR complaint. Don't suggest that to them -- let them figure that part out.
4. If they do file an INR, *respond to the complaint* which means, just because the Tracking # info is in the transaction record, that's not good enough. You must respond *to the INR* which means click on the link that will be in the INR notification email you receive from eBay, and copy/paste the Tracking # for the package in the area provided in the claim form. This will allow eBay to confirm that the package indeed was delivered which is all you are required to do as a seller.
5. Others have suggested that once you provide Tracking # info in response to the INR claim that you can immediately call eBay and have the case closed in your favor. Supposedly, eBay has changed the timeline and now once a buyer files an INR claim, three *business* days must elapse during which the buyer/seller are supposed to try and resolve the problem before eBay can be asked to step in.
Therefore, once you're notified an INR claim has been filed, be sure you provide the Tracking # info that confirms delivery in response to the claim *before* this three business day clock runs out. Once the clock has run out, eBay *should* automatically close the case in your favor, if not, you can call and request the same.
6. If the buyer still hasn't located the package and their INR claim has been denied by eBay, your responsibility as a seller is done. However, if the buyer continues to contact you, you can suggest he/she contact their local postmaster to investigate further as tampering with/mail theft is a federal offense. If the PO comes to the conclusion that package was stolen, I've also been told it's not a bad idea to check with your homeowners insurance company as perhaps the theft from private property will be covered under the homeowner's policy.
7. If the buyer leaves you negative feedback, you can contact eBay to see if they will remove it. They may not, but you can always respond to the comment to rebut. Just make sure your comment is positive/professional. Something along the lines of: "USPS affirmed pkg was delivered on X/XX/XXXX."
HTH
