eBay

dusty_bones · ‎02-13-2020

I wonder if you all can advise me on my first negative feedback. Two days after a sale, I got negative feedback saying "Still have not received the item despite USPS saying it was delivered". The tracking does say delivered. After leaving feedback, the buyer messaged me saying "Never arrived despite the tracker saying it was delivered.... Extremely displeased. I was grateful you sent it early until this happened... either you mislabeled or USPS is playing games... either way not happy." I wrote them back expressing much concern & sympathy, and suggesting they check with their local post office and keep looking out for the package in the next couple days. Since then, the tracking info has been updated with a new line: "PACKAGE RESEARCH CASE CREATED". So I guess they did contact the post office and they're looking into it. Ebay does still have it marked as delivered though.

My question is what to do if the package isn't found. Should I offer a refund? Can I ask eBay to remove the feedback? It seems to violate eBay's feedback policy against claiming an item wasn't delivered when tracking says it was (this is one of the items under "Report Buyer"). I'm also wondering if I should encourage the buyer to open an INR case (they may anyway when the delivery deadline passes), because if the case is found in my favor it may help get the feedback removed.

Obviously I'm furious because I would have bent over backwards to make them happy if they'd contacted me, but they went ahead and gave feedback even while acknowledging that it could be the post office's fault. Also, they had messaged me asking to ship it "sooner rather than later" because they wanted it for this Saturday (not that they bothered upgrading to expedited shipping) and so I made sure to send it out that day. Today is six days before the estimated delivery date, and two days before they wanted the item to arrive. I bet this person stiffs their waitress when the kitchen screws their order up. Arggh!

bigdeals.etc · ‎02-13-2020

I totally apologize for not reading your post. I just read your title, first sentence and saw your feedback. You can call eBay and will 100% remove that feedback for you. I doubt you even need to tell them why you need it removed. Just tell them to read the comment.

portieradesigns · ‎02-13-2020

The post office had their scanner set to delivered instead of received on the original scan. It happens occasionally. If it's the first scan, that's the deal. Look at the full tracking history on USPS. I just had one like this last week.

You can explain this to the buyer and ask them to revise the feedback after it arrives, or ask eBay to remove the feedback on something that isn't remotely late yet.

bigdeals.etc · ‎02-14-2020

Hm, I actually decided to take time and read your post. This actually sounds oddly familiar to me as I think I had almost the exact same buyer do the exact same things. Message to send early, I did. Complains INR when tracking says delivered. I gave package location suggestions (as well as getting GPS of scan), buyer was ungrateful. Buyer leaves negative, it got removed. They also opened up a case with local PO that changed the tracking update like yours.

I didn’t refund the buyer... I might have been more lenient with them had they not been so rude. I wonder if we shared the same buyer.

pburn · ‎02-14-2020

@dusty_bones wrote:
My question is what to do if the package isn't found. Should I offer a refund? Can I ask eBay to remove the feedback?

It's not unheard of for USPS to scan a package incorrectly. There are other threads on this board that describe the same dilemma you're in--packages scanned as "delivered" instead of "accepted."

If the package isn't delivered by the estimated delivery date, the buyer can file an INR the next day--but not until. If it doesn't arrive by then, of course you'll refund the price + shipping. You'll have to--you won't have a choice (assuming the buyer files an INR).

I would contact customer service and explain that the comment is invalid because the estimated delivery date hasn't even arrived yet. They may remove it, they may not.

If the whole situation is ultimately resolved (meaning the buyer gets the package by the estimated delivery date), perhaps your buyer would be willing to revise the feedback. Worth a shot, anyway.

Good luck.

bigdeals.etc · ‎02-14-2020

Oh I guess I misunderstood. I thought the seller sent the item same day and it just scanned as delivered 2 days later. This happens to me sometimes (quick deliveries) so I just assumed it to be the case here. I guess the GPS location of the scan would uncover what’s going on huh.