Over 30 days & Buyer Now Says Item Not Rec’d But Tracking Shows Delivered

[wrightsrelics]

I sold a college textbook on Sept. 3rd and tracking shows it was delivered on Sept. 9th, over 30 days ago. Buyer emailed me this morning saying that, even though tracking shows it was delivered, the buyer never received it and now wants a refund. 

I’ve never dealt with a situation like this and want to make sure that I make the right decision when I do respond. What obligations do I have, if any, to this buyer since the tracking shows it was delivered and because so much time has passed?

Thanks for any help!

[mr_lincoln · Accepted solution]

@wrightsrelics   You can advise them that you have delivery confirmation (which is your protection if the process an Item not received claim) and short of having been there the day it was delivered all you can see is that it was delivered.  You can  suggest that they go to their local Post Office (you can't because you are not there) and see if they still have the GPS delivery scan location that would show WHERE the package was delivered.  It is also possible that the package was stolen by Porch Pirates, neighbor kids, etc.  The delivery site is outside of your realm of responsibility for security.

The Buyer only has 30 days FROM the original estimated delivery date to process a claim of any kind ... after that they would have to use PayPal if that was their funding source OR if they used a Credit Card they can process a charge back ...

[wrightsrelics]

So I just received notice from PayPal that the customer opened a case with them, complaining that they didn’t receive the item. PayPal says tracking is available for the shipping and that they will review the matter.

What’s the likelihood that PayPal will decide in their favor, even though tracking clearly shows it was delivered to the reception/delivery area as that’s the address the customer gave?

I know you can’t say for sure one way or the other, but does past history or your personal experience show that PayPal lends on the side of the buyer?

Thanks for input and expertise.

[shevey55]

Paypal should decide in your favor

[wrightsrelics]

They did. Thanks again for your help!

[ladyeyelash]

I have a similar situation now and expect it to go just as these posts indicate.

I confess to being taken aback when a buyer messages non-delivery with tracking indicating otherwise. I am 2000 miles away from this buyer! I am not the carrier! Do people really think that a seller can do anything? Like what? Storm into the post office and demand to be heard? puh leeze.

I think these things are sometimes tests to see what can happen.

[noh8*all*love]

This is why I like other online selling services. I had an instance where I purchased something and it was scanned delivered and placed in a locked mailbox (ruralish area) and the whole mailbox was stolen (first time ever). This other selling platform sends everything Priority, so they filed the claim and reimbursed both the buyer and seller. Its too bad that ebay doesnt get on board and work something out with USPS. It would sure solve a lot of problems for everyone.