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!

[lakefor94]

Hate to say but sometimes a buyer tests the water.

Another online retailer compensates the buyer a time or two on INR's before cutting them off.

[zoeriley]

Yes, I'd be a fool if I didn't consider that possibility. I like to give people the benefit of the doubt, but a few little things he wrote in the INR details haven't quite added up. And the tracking details literally say "given to customer," not "left on porch/front door." So someone accepted that package, I think...and I can't imagine why a random neighbor would want this item.

[martin2001]

DO NOT FILE any claims before your case is resolved with ebay, i.e. after Dec 31.

[pjcdn2005]

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@martin2001 wrote:

DO NOT FILE any claims before your case is resolved with ebay, i.e. after Dec 31.

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I'm curious why you say that.

[zoeriley]

Well, too late. I was following the advice above about how there is no connection between Ebay's system and FedEx, which seems logical. I haven't told the buyer that I did it, though, and there's no way for him to find that out without the case number. So I can wait on that. It seems very unlikely that FedEx will resolve this case in two days anyway.

[zoeriley]

If anyone is interested in an update on the situation: on Dec. 31, the option became available for eBay to step in. I selected the "shipped with tracking number" box, and wrote a short note stating that the item had been delivered and I was not responsible for a refund. Within minutes, the case closed in my favor. These situations must be handled by bots. I was also informed that any feedback would be removed and my seller performance wouldn't be affected by the situation.

I then messaged the buyer and told him that I had filed the FedEx claim as he wanted and gave him the case number. I also explained to him why eBay and the seller are not liable for a refund in this situation.  Per advice upthread, I also advised him to file a police report if he thinks his neighbor stole his item, especially since he has security footage to support that. I'm sure he won't be happy, but I feel like I've done everything I can or should have done.

Hopefully this thread will help someone else in the future! 

[lakefor94]

@zoeriley  @Thanks for the update

And of course, keep your carrier/delivery documentation handy in case the buyer files the same with a financial institution.

[calicorecordsandcds]

I hope this helps.

Any time something goes wrong contact CS immediately and let them know what is going on. 

My question is WHY ON EARTH ARE YOU MAKING THE CUSTOMER DO THE FOOT WORK AND BUYING WHAT THEY TELL YOU!  If I had gotten this I would have been on the phone with Fedex STAT (Sooner than already there).  I would do 100% of foot work until package is found  or claim is completed.

The buyer AND YOU ARE WRONG!  AS A GOOD SELLER!  THE RESPOSIBLITY TO DO THE PROPER THING WITH FED EX IS UP TO YOU.  YOU ARE THE SHIPPER.

To have a seller tell you that it is up to you to file a claim really sucks.  I hope you learn from this

I am not going to verse you in FED Ex things you need to go to FED EX and read and learn about what and how to do things.  LPP (Local policy and procedures).

Yes this is normal however you so far have set your self up to be scammed.  Again no it is not the receivers responsibility it is yours.

I recommend these steps:

1) if you have not already contacted CS do so now!  Explain everything as it is up to now.

2) Contact FED EX Explain that you a seller shipped a package it shows delivered but, the costumer states they never received it, start a case on it on the phone with FED EX REP they can help guide you.

3) while waiting for the outcome of investigation by FED EX on case usually about 2-3 days.  send customer msg let them know that you are actively involved with Ebay and FED EX and ask them to be patient thank them for the assistance they have provided.  Ensure them you will keep them informed.

4) Read up on all policy and best practices for every single platform you will use FED EX, UPS, USPS, EBAY.

5) I hope you insured package. If not then you might want to consider that in future.

6) Engage with customer every 48 hours even if nothing as changed.  Continue to ask for patience and ensure them you are on this issue.

7) If by day 3 FEDEX has not gotten back with you.  You call them ask what is going on and get a status update.

😎  The $400 your customer will get if the package is not found will in fact come from you.  The claim from FEDEX will if you were properly insured will go to you.

Many sellers jump in the deep end without ever learning to swim first.  Ebay depending on how you handle this from this point out may not take the $400 from you and may depending on the outcome of the FEDEX investigation and how you are handling this.  Your questions from this point on need to be answered by CS  not here.  

I really hope this works out for you.

Happy New Years Everyone

gunz

[dbfolks166mt]

@zoeriley  @Thanks for the update

And of course, keep your carrier/delivery documentation handy in case the buyer files the same with a financial institution.

     In addition keep a copy of the eBay case information and closure as eBay would potentially cover the seller under the chargeback protection.

https://www.ebay.com/help/policies/payment-dispute-seller-protections/payment-dispute-seller-protect... 

[zoeriley]

Whew, rough! Thank you for your advice, though. I will keep your steps on hand.

Unfortunately, I received the buyer's INR literally 5 minutes before my family sat down to Christmas Eve dinner at my parents' house. There was no way I could get on the phone with FedEx at the time, but I did message the customer back immediately. After that, I looked into the issue online and found that eBay usually finds in the customer's favor as long as the package has delivery confirmation, but I made it clear throughout our communication that I was happy to help him. In the future, I will call the shipper immediately per your advice, and had this been a normal day, I might have thought to do that anyway.

I don't know if you read my followup replies but Ebay dropped the refund request and found in my favor. I told the customer that I filed the claim and gave him the case number, which seemed to satisfy him. I guess I'll see what happens next.

Thanks again for your words of wisdom - they are appreciated.

[zoeriley]

Thanks for the link - yes, I was wondering about that. Per that page, I am covered by eBay's seller protection in the event of a chargeback because the tracking information shows as "delivered - given to customer." Much appreciated.

[albertabrightalberta]

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@calicorecordsandcds wrote:

I hope this helps.

Any time something goes wrong contact CS immediately and let them know what is going on. 

My question is WHY ON EARTH ARE YOU MAKING THE CUSTOMER DO THE FOOT WORK AND BUYING WHAT THEY TELL YOU!  If I had gotten this I would have been on the phone with Fedex STAT (Sooner than already there).  I would do 100% of foot work until package is found  or claim is completed.

The buyer AND YOU ARE WRONG!  AS A GOOD SELLER!  THE RESPOSIBLITY TO DO THE PROPER THING WITH FED EX IS UP TO YOU.  YOU ARE THE SHIPPER.

To have a seller tell you that it is up to you to file a claim really sucks.  I hope you learn from this

I am not going to verse you in FED Ex things you need to go to FED EX and read and learn about what and how to do things.  LPP (Local policy and procedures).

Yes this is normal however you so far have set your self up to be scammed.  Again no it is not the receivers responsibility it is yours.

I recommend these steps:

1) if you have not already contacted CS do so now!  Explain everything as it is up to now.

2) Contact FED EX Explain that you a seller shipped a package it shows delivered but, the costumer states they never received it, start a case on it on the phone with FED EX REP they can help guide you.

3) while waiting for the outcome of investigation by FED EX on case usually about 2-3 days.  send customer msg let them know that you are actively involved with Ebay and FED EX and ask them to be patient thank them for the assistance they have provided.  Ensure them you will keep them informed.

4) Read up on all policy and best practices for every single platform you will use FED EX, UPS, USPS, EBAY.

5) I hope you insured package. If not then you might want to consider that in future.

6) Engage with customer every 48 hours even if nothing as changed.  Continue to ask for patience and ensure them you are on this issue.

7) If by day 3 FEDEX has not gotten back with you.  You call them ask what is going on and get a status update.

😎  The $400 your customer will get if the package is not found will in fact come from you.  The claim from FEDEX will if you were properly insured will go to you.

Many sellers jump in the deep end without ever learning to swim first.  Ebay depending on how you handle this from this point out may not take the $400 from you and may depending on the outcome of the FEDEX investigation and how you are handling this.  Your questions from this point on need to be answered by CS  not here.  

I really hope this works out for you.

Happy New Years Everyone

gunz

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I disagree with much of @calicorecordsandcds 's recommendations. Once tracking showed delivery and stated that it was handed to the person, the OP/seller doesn't need to do further legwork. 

Whatever happened occurred in the buyer's location so the buyer is in a much better position to work on locating the item (if indeed it went missing). 

Filing a claim for reimbursement (by either party) isn't going to succeed since tracking shows delivery. Insurance is for lost, damaged or rifled items, but not for theft after delivery.

[sapphire_studio]

You did everything perfectly. The fact that you filed a fedex claim to me is going above and beyond. Ignore calicorecordsandcds Especially with them claiming you were wrong with how you handled it.

[calicorecordsandcds]

Thats fine then he can expect nothing to go right.  Further, just because it shows delivered does not mean it was.

[calicorecordsandcds]

I also find it concerning how anyone who does not sell anything has any opinion at all.  Take what you will from what I said.  I am sure you sell much more than I do.