Negative feedback

[jodave_82]

I just got negative feedback from ebay when it wasnt my fault or my doing.  A package was shipped on time with tracking. The tracking said it was delivered. The buyer said it wasnt delivered and was delivered to the wrong house. She told me to file for the insurance so she can get a refund.  I did everything i was supposed to yet i get negative feedback. It was her mailmans error for not delivering to the correct address. I have nothing to do with that. So why was i the one who got negative feedback??  

[brightlightbookseller]

Just file for removal (click Help & Contact, the Request to Remove Feedback, or just click here: https://www.ebay.com/sellerhelp/feedback ).  We just had one removed that was a customer that requested to cancel, was removed within minutes.  If they refuse to remove it, just leave a professional, calm reply and you'll be fine.

[soh.maryl]

Did that buyer open an item not received case? If so, all you need to do is upload the tracking to the case.

I assume the package was addressed correctly.  Tell the buyer to contact the courier because they will be able to tell the buyer if it was delivered to her address or not.  You could mention also that there are sometimes porch pirates.  

Also, you might mention to the buyer that, since she knows the street it was delivered to, she needs to urge the carrier to get it back because it's their fault it did not get to you, right.

Regarding that FB, consider replying that you are sorry, but that tracking shows delivered (although obviously not to the right place).  

This is no fault of yours.  You may wind up having to contact eBay (through Facebook or Twitter because there is where the better CS reps are) and explaining the scenario here.  

[albertabrightalberta]

@jodave_82 

Tell the buyer to go to the order and open a claim for INR (item not received). 

When you receive notice of the dispute, respond with tracking number pasted into the appropriate box and in the note section, state that "per USPS tracking number (fill in the blank), item was delivered on (date) at (time) to zip code (fill in blank). 

Within a couple of days, the case will close in your favor and if the feedback isn't automatically removed, you can get it removed. 

ETA: This is the direct phone number for the post office in Stamford, CT. Call them, give them the tracking number and explain what happened. They can check GPS to see where it was delivered: 

Phone 203-316-0379