Missing Item Question

[ezsellusa]

Hi, I work in a shipping dept. of an eBay seller. A parcel was sent by me to another state using FedEx as the carrier. The parcel was marked as delivered by FedEx but the buyer says he never received the parcel. I informed the buyer that once a parcel is marked delivered we as the seller have no responsible for the whereabouts of the shipment after that. The buyer contacted FedEx and they said the seller has to file the claim and is still responsible. I'm thinking that he was misinformed by FedEx!! How do I handle this? I already informed the buyer of my position and he has been a pain to say the lease. It was only a $30 item as well!! Any thoughts on this would be helpful.....

[slippinjimmy]

@ezsellusa

YOU are the shipper YOU need to contact FedEx to assist the buyer.

This situation usually occurs when:

1 - FedEx deliver to the wrong address

You can ask FedEx to check the location of the delivery (they have gps info for every scan).

2 - FedEx delivered to the correct address but left the package with another resident who failed to inform the buyer that it arrived.

You can ask the buyer to check with other residents or a neighbour.

3 - It was stolen after delivery

You can't do much about this, nor can FedEx, nor can the buyer.

What you shouldn't do is tell the buyer "too bad, so sad, not my problem". One of the basic responsibilities of a merchant is to assist a buyer before, during and AFTER a purchase not just take the cash and run.

[calntom]

If the buyer cant find their delivery and opens an INR case, make sure to upload the tracking into the case, right away.

[reallynicestamps]

You tell the buyer to open a case of Item Not Received on eBay.

Then when he does you enter the tracking number that shows delivery.

The buyer loses the case, does not get a refund, and cannot leave feedback.

I would also advise the person who handles customers and listing what is going on and have them Block the buyer.

Unfortunately, Blocking the buyer from buying in future, does not Block him from messaging your company. The person who answers messages should know this and be ready to ignore /delete without reading complaints after the dispute is completed.

That being done.

You should also contact FedEx and file the claim. As a repeat client, they should be more cooperative and you are the one who paid them (using your buyer's money).

FedEx is responsible to you for the delivery as your sub-contractor.

The buyer should also be told to ask his housemates and neighbours about the shipment. And if he is very upset, the local police, since porch pirates are known to follow delivery trucks.

[farmalljr]

Your responsibility as as seller, ends at tracking showing delivered, in this example. (as far as an "item not received" case). Someone may have stolen the package, it may have been delivered to the wrong place, or whatever else may have happened. The buyer certainly CAN call FedEx to get clarification. 

As suggested, if the buyer files n INR case, upload the tracking and the case should be decided in your favor. 

As sellers we can't be held responsible for theft, any more than we can be held responsible for the item being lost to fires, floods or tornados either. Once it's marked as "delivered", the case of the item being received is out of our hands and we are absolved of responsibility. 

I'm sorry, but I feel no empathy or reason to refund or play games with missing packages that show delivered. The delivery that I was required to meet, is done. I'm not responsible anymore. Nor should I be, for that matter. 

[inhawaii]

Buyer files a INR case with ebay.

Seller uploads the tracking number showing the item was delivered.

Buyer will lose the case.

Seller will win the case.