Item Delivered to the Wrong Address

[mnviking-80]

Hello,

I'd appreciate any advice that anyone could share with me. I was recently contacted by a buyer of an item that I had just sold and shipped to them, and they told me that the USPS tracking shows the item as delivered, but to the wrong zip code and they do not have the item. When I track the package it says, "Delivered to Agent, Left with Individual," and the zip code does not match with the one I shipped to, or the seller provided.

The buyer provided their correct zip code, and I shipped to the correct zip code, so it appears this is a screw up on the post office's end. The buyer has already told me that I need to contact the PO and look into what happened, which I am planning on doing, but if the item was delivered to someone then I'm not sure what the PO will be able to do for me. My question is, what more is expected of me, the seller, at this point? Am I obligated to give a full or partial refund? Thanks for any advice.

[qeqo_0]

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@mnviking-80 wrote:

I was recently contacted by a buyer of an item that I had just sold and shipped to them, and they told me that the USPS tracking shows the item as delivered, but to the wrong zip code and they do not have the item. 

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This was to a freight forwarder @mnviking-80 and your buyer is just using the normal modus -- that the delivery zip code will not be the zip code of the shipping address -- to persuade you to issue a refund for item not received, ahead of starting a refund request which if they start too many, they will lose coverage.

But if they do, you will have to convince eBay it's a freight forwarder, and they pick up their deliveries in a different zip code. Doesn't eBay already show delivered now, for the tracking on your dashboard?

[slippinjimmy]

As @qeqo_0 mentioned, this type of scan "delivered to agent" is a sure sign of a forwarder (which is not really an issue).

I'd bet the delivery address was in Doral FL (or possibly Delaware or Oregon)?

For the FL address the big forwarders have their own special zip code but the USPS facility where they pick it up (it says delivered but it's actually being picked up) will normally be a similar but different zip code.

If you check the buyer feedback page to see where they are located it's probably a country in South or Central America (could be elsewhere).

If the buyer is concerned tell them to wait for a day or two and then contact the forwarder they are using to confirm they have received it. eBay will consider Delivered To Agent just as they do for "Delivered", there will be no more scans of that label.

Some forwarders will notify the buyer it has arrived but especially if the delivery was on Friday or Saturday it may not get into their system until Monday.

The forwarders do pick-up because they are getting stuff by the truckload and it takes a bit of time to process.

One sure way to know if it's a forwarder is if you Google the address or alternatively if the address includes an odd code number along with the buyer name. It might show the code as a Suite or Unit number, this code is so the forwarder know which client the package is intended for.

Buyers who are new to buying through a forwarder may not have experienced this type of USPS scan where the scan zip code does not match the forwarders zip code.

[mnviking-80]

Thank you both for the replies! The "delivered to agent" struck me as odd, too, but that makes sense if it is a forwarder. I will let the buyer know to wait a day or two, and hopefully all is good. Thanks again!

[mnviking-80]

Well, it sounds like the buyer still has not received the item, and USPS is not returning my messages. I filed a missing mail report with USPS, but am I correct in assuming that filing a claim with USPS would do no good because the item was media mail and not insured? 

[robbie31415]

You shouldn't have filed a missing mail request.

The item was delivered.

It will take multiple days before it gets to the buyer, and if it gets lost that's on the forwarding service they hired.

You are done with the transaction. Just seems like a buyer trying to see if they can get a refund from an inexperienced seller.

Next time if you want to help them out don't submit a missing mail request, submit a help ticket. The ticket will go to the PO that is responsible for delivery and they will contact you to let you know if delivery happens.

They usually get back to you in 3 business days.

[mam98031]

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@mnviking-80 wrote:

Thank you both for the replies! The "delivered to agent" struck me as odd, too, but that makes sense if it is a forwarder. I will let the buyer know to wait a day or two, and hopefully all is good. Thanks again!

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I've had that remark on USPS tracking before when my customer had the item delivered to their place of work.  The item didn't literally get delivered to my buyer, it went via the receptionist or mail room.

[mam98031]

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@mnviking-80 wrote:

Well, it sounds like the buyer still has not received the item, and USPS is not returning my messages. I filed a missing mail report with USPS, but am I correct in assuming that filing a claim with USPS would do no good because the item was media mail and not insured? 

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Your missing mail claim is not likely to get you anything.  You may try contacting your local post office and talk to the manager / postmaster.  My local person is so helpful and while they can't always fix the issue, I always end up with more information than I started with.

Give it a try, the worse they can say is no.  If they give you some information you can work with, great.  But it is likely this item is not retrievable.  You might just consider refunding your buyer with a big apology and the best explanation you can about what appears to have happened.

Good Luck.