Item shows delivered, buyer doesn't have it and says I have to file the claim?

[zoeriley]

I shipped a $400 item via FedEx for which tracking showed as "delivered - given to customer" on Dec. 23. On Dec. 24, the buyer opened an eBay request for a refund, claiming he didn't have the item. I updated the dispute with the tracking information, and after a few messages back and forth, the buyer seemed to think (based on his security footage) that the package might have been delivered to his neighbor (who denies it). He then said that he filed a claim with FedEx. All of this on Christmas Eve (fun times!)

I looked at threads online about this, and apparently as long as the item's tracking shows that it was delivered, eBay will eventually find in my favor. So I was just going to wait it out, since the buyer seemed to understand that the issue was between him and FedEx.

Today (5 days later) I received the following message: "Hi, just called FedEx and they told me that they can't find it, so they told me that the Shipper (you) needs to file a FedEx claim for LPP. Thanks"

First, I don't know what "LPP" is. And why would I file a claim for a package for which tracking shows as delivered? Is this normal? Isn't this the receiver's responsibility if the shipper can't find the package? I'm 100% willing to help him, but I don't want to do anything stupid (inadvertently) to jeopardize my situation. Ebay already has my $400 on hold. Obviously, he deserves $400 from FedEx but I feel like that's between him and FedEx. What should I do?

Any advice? Thanks in advance. This is my first experience with something like this!

[shashedevind0]

Hi @zoeriley If an INR case is opened, Respond to the INR claim with the tracking number. In the comment section, you can say, "according to USPS, tracking number (fill in blank) was delivered on (date) at (time) and signed for.

 You will win the case though it may take a few days for ebay to close the dispute in your favor. If it doesn't close automatically, you can go back in the day after the buyer's time limit to respond and request that it be closed. (When you respond with tracking, they don't close it immediately. They allow the buyer time to "find" the package.)

BTW, Case law: Limited Liability Partnership (LLP) members may have to repay profit share paid to them if they breach their fiduciary duties to the LLP.

[1tuna]

you need to input the tracking number that shows delivery from UPS, enter it into the ebay item not received claim

you can ignore the stuff about the UPS claim because you are not making a claim with UPS

this is a slam dunk to win. you dont have to respond to your buyers messages if you dont want to

you do need to respond to the ebay claim wit the tracking number

as long as you have done that you can take it easy and not worry

@zoeriley 

[lakefor94]

You are more than likely good on this case with adding the tracking. EBay will eventually close the case in favor of the seller.

FedEx can provide GPS coordinates on the actual delivery location if that might help

[zoeriley]

The first thing I did, after he opened the refund request, was update the tracking details...that's been on the INR details for 5 days (3 business days). Ebay has apparently not gotten involved yet, nor is there an option for me to request that. The INR has "resolve by Dec. 31, 2022" in red (the deadline is one week after he filed the request). Is that when eBay will close the request?

[pburn]

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@shashedevind0 wrote:

BTW, Case law: Limited Liability Partnership (LLP) members may have to repay profit share paid to them if they breach their fiduciary duties to the LLP.

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LOL!

@zoeriley 

I couldn't find a reference for "LPP" on the FedEx website, but it could be stand for something like "Lost Package Protection," certainly not "Limited Liability Partnership" (which is "LLP," not "LPP").

Start here to file a claim, since you're the shipper:

How can I report a missing FedEx Express® package? 

Even if the claim is eventually denied, you've provided good customer service to your buyer.

[zoeriley]

Thanks - I did find that on the FedEx website. Two things, though:

- I don't have a FedEx account, and have been told (by a FedEx rep) that everything via Ebay ships through the Ebay account number. So...not sure this will work.

- I don't want to hurt the 99.9% likelihood that Ebay will eventually rule in my favor. The package shows as delivered; as mentioned above, that is a slam dunk. If I file this report with FedEx, won't eBay see that as admission on my part that the item wasn't actually delivered?

[sapphire_studio]

Don't feel bad about not filing a claim. I highly doubt any claim would be won anyway. 

 I had to return a damaged phone to Google Fi and Fedex picked up the package from me and I handed it to the driver. Google Fi never got the phone.  Fedex admitted to me on the phone that they did pick up the phone but they still closed my claim The very next day after I filed it obviously not looking into it at all.  Luckily I finally got Google Fi to cover the $999 I was charged on my credit card.... But fedex themselves is completely useless.  In this case where the tracking says delivered fedex is probably not going to give anyone any money.

 Also they cannot leave you negative feedback or if they do you can get it removed since they opened a case and it will definitely close in your favor.

https://www.ebay.com/sh/resolutions

Go there  To escalate your case when it lets you

[pburn]

Minor point:  FedEx, not UPS . . . 

Of course the OP will (should, anyway) win the INR, but what's the problem with filing an online form that takes less than five minutes in order to provide good customer service to the buyer?

[nickelsanddimes2015]

ebay doesn't see what you claim with fedex with the tracking uploaded and showing delivered it's fedex word against the customer but in ebays eyes it's delivered. You can try to file a claim with fedex with just the tracking info and see what happens but it won't hurt your outcome with ebay.

[retro_entertainment_collectibles]

Contact FedEx w/ the tracking as the former post said they have GPS and can tell you the exact address.

Never ship anything of this type of value w/o signature required at point of delivery especially over the holidays but also as general rule of thumb.  During the holidays many people go door shopping stealing package off doorsteps.

I wouldn't think FedEx be telling him have you file lost parcel claim when they show it delivered.  Whenever its suggested to a customer to contact USPS, UPS, FedEx etc. ALWAYS ask the customer to request recording who they spoke with, what time and the case number opened by the freighting operation so as if you need contact you have some data.  If you talk to FedEx or whichever first you do same thing and pass it to the customer.

Sellers need think this stuff out in advance not just be reactionary.  I'll inform a customer for example that the courier shows it delivered and make sure a neighbor or family member has not received it on their behalf.  Then they need to call the local police as parcel theft has occurred which is a felony and to please record the officer name, badge number and, case number assigned and send that off to you as well as the contact information for said Police department and I'll do just that.

Presentation counts, professional communication.  You think Best Buy or Walmart in delivering TV's or Computers or whatever dont have recourse?  Anything over whatever value you're not willing to loose put signature delivery AS THE ONLY SHIPPING OPTION, the customer can make arrangements for delivery with the courier if that's a problem and INFORM THEM OF THAT IN ADVANCE OF SHIPPING.

Aka: "I am processing you're order for shipment, please make certain per my shipping requirement that  you or someone is available at the delivery address to sign for package receipt.  If this is a problem you can contact the <shipper (UPS/FedEx/USPS)> to make arrangements accordingly or I can cancel the order if you prefer."

[kitschy*loot]

It's FedEx apparently and not UPS.

[zoeriley]

I decided to file the claim on the FedEx website. I'm not sure what happens if/when FedEx actually issues a check - hopefully it is sent right to the recipient and not to me - especially if eBay does release my funds.  I'm guessing/hoping a FedEx refund is going to take a lot longer than eBay releasing my funds.

I realize that I could have just let this lie until eBay decided in my favor, and not responded to the seller, but that just felt wrong to me. I wouldn't like to be in his position and out $400 with no recourse. If anything, hopefully I earned some good karma!

[the_fancy_fox]

Edited my text.

[the_fancy_fox]

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