Items were Delivered June 12 but Receive a Message TODAY they didn't get it

[kylesonlinemarket]

So mailed two books to this person on June 8th and they were delivered June 12th and now the buyer is messaging me today and saying she never got them.  What do you usually do in this situation, do you refund or what do you do?

Thanks 

Kyle from Kyle's Online Market

[ebooksdiva]

I wouldn’t do anything unless they open an item not received case at which time you would then upload tracking into the case showing delivery. You will be covered. 
That is how I handle situations like that. 
You could tell them to check with neighbors, family members, look under bushes. And they should ask their PO todo a GPS to determine where exactly the package was mailed. And report stolen mail to their local police as they may have a porch pirate.

[soh.maryl]

So, is there or is there not tracking proving delivery to the buyer?  

[inhawaii]

DO NOT REFUND!

If the buyer claims they were not received and the tracking shows they were delivered,

have the buyer file a INR (item not received) claim through ebay.

[soh.maryl]

So there is tracking proving delivery, but the buyer files an INR case, then what happens? 

[dirk12955]

The buyer files an INR case?

Then the OP enters the tracking number into the ebay case to show that the books 

were shipped and delivered.  

The OP paid good money for tracking AKA delivery confirmation to avoid 'buyers 

claiming non delivery while another family member reads the book they "didn't receive"

[soh.maryl]

Yes, I understand how it works.  My point was what's the point of a buyer opening an INR case which he will lose if/when there is tracking showing otherwise? 

[yuzuha]

I tell the buyer to check with family members and neighbors to make sure that someone else didn't pick the package up for them and forget to tell them about it. If that doesn't produce results, they should speak with their carrier, as their carrier/local PO will have the GPS coordinates showing exactly where the package was delivered. If it was misdelivered, the PO can have the carrier go retrieve it. If it was delivered to the proper address but they never got it and it wasn't picked up by a family member/neighbor instead, then unfortunately that is their problem.

I do NOT refund the buyer if the tracking shows that it was delivered.

[huntfishdie45]

I would politely explain to your buyer that tracking shows the item was delivered to the Address provided by eBay and that she should check with her local PO and see if they could do a search and check the GPS to confirm they delivered it to the right Address. Often times the tracking says the package was delivered in the mailbox or left on the porch and it was actually delivered to the wrong Address. It happens to me often when I buy something they deliver my package to the wrong Address so I call them, and they go retrieve it and bring it to me. But the buyer waited 7 days so maybe they waited too long? I watch the tracking and call right away when I see it's wrong. You could check with the buyers PO to confirm the delivery went to the Address provided by eBay also. It is a much easier decision to refund or not if you know where the package went. Good Luck

[inhawaii]

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@soh.maryl wrote:

Yes, I understand how it works.  My point was what's the point of a buyer opening an INR case which he will lose if/when there is tracking showing otherwise? 

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I guess the seller could tell the buyer "no sense" in filing a claim "you're going to lose" but I doubt that would satisfy the buyer.     😉

[dirk12955]

I would ask the buyer to file the claim to call his bluff.     Most scammers 'aren't willing to call 

attention to themselves by going the official route.

We had a guy on here the other day complaining that he had filed so many INR cases that ebay 

had blocked him from filing more.    

I have little patience with buyers claiming INR when I paid for tracking that shows delivery.   What exactly 

am I supposed to do for them that they can't do for themselves?

If their delivery person put the package in the neighbors mailbox,   Or somebody stole it from the 

front step,  Or Junior tossed it behind the couch and forgot about it,    What am I supposed to do?

What has happened that buyers are clueless as to how to help themselves?   

[downunder-61]

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@soh.maryl wrote:

Yes, I understand how it works.  My point was what's the point of a buyer opening an INR case which he will lose if/when there is tracking showing otherwise? 

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To keep it within the eBay system, also handy if a buyer decides to go to PP or a CCCB - eBay have already accepted proof of delivery and this will show in the history.