Policy on missing item that shows timely delivery confirmation at address

[toyzntoonz]

Hello eBay community,

A buyer has claimed and opened a missing item dispute stating the package was not delivered even though the postal remarks per tracking info state "left with front desk / mailroom". Buyer notes that address has neither amenity. Google street mapping shows unfortunate derelict 2 story building in disrepair (possibly abandoned) as address. 

Question: Is there any recourse for me as the seller who promptly fulfilled order and have proper documentation of delivery? Item was shipped priority but with no insurance value paid. Buyer has yet to counter my proof of tracking and delivery details.

Thank you for assistance.

[rseuqinh]

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@toyzntoonz wrote:

Buyer notes that address has neither amenity. 

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I have visited amenities without facilities yet did attain relief.

Go silent @toyzntoonz and totally stop responding to your buyer.

If they start an item not received refund request, check first that your delivered tracking number is already displayed with no option to modify the tracking number on the refund request page, then again stay silent.

When eBay automatically steps in, or the buyer steps in to ask eBay, the bot will see delivered with no regard for the amenities, to close the case without a refund and feedback will be automatically removed or blocked.

[slippinjimmy]

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@toyzntoonz wrote:

Hello eBay community,

A buyer has claimed and opened a missing item dispute stating the package was not delivered even though the postal remarks per tracking info state "left with front desk / mailroom". Buyer notes that address has neither amenity. Google street mapping shows unfortunate derelict 2 story building in disrepair (possibly abandoned) as address. 

Question: Is there any recourse for me as the seller who promptly fulfilled order and have proper documentation of delivery? Item was shipped priority but with no insurance value paid. Buyer has yet to counter my proof of tracking and delivery details.

Thank you for assistance.

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Just add the tracking number to the claim and then await eBay's decision.

"left with front desk / mailroom" = delivered

You will win.

[mam98031]

@toyzntoonz 

Well I'm impressed if this is the first INR [item not received] claim you have ever had.  That in and of itself is pretty remarkable.

Ebay has extremely good Seller protection with INRs.  As long as the seller ships within their stated handling time, ship to the address on the buyer's payment notification, ship with tracking and make sure that tracking number gets uploaded to Ebay [if you ship using someplace other than Ebay].

As long as you do that, you are protected.

So for the INR, if you want to communicate with your buyer, make sure you do that inside the claim.  There is a way to communicate with the buyer.  Keep everything inside the claim.  However other than telling them that per the tracking the item has been delivered and maybe giving them the tracking number again, you really don't have a need to contact them.  Just enter the tracking number into the appropriate spot on the claim and then wait.

Waiting is always the hardest thing to do.  But that is what you need to do.  If your buyer writes you, simply restate that tracking shows it was delivered.  You shipped to the address the buyer gave you.  Don't get into a back and forth with the buyer, that will do no one any good and likely cause the buyer to get even more upset, which will only cause more problems.

Waiting is your friend right now.  Ebay will close the claim in a few days and it should close in your favor.

Do come back here if anything else happens and let us help you in how to respond to whatever comes up so we make sure you stay as protected as possible.

[wastingtime101]

If the buyer opens an item not received claim @toyzntoonz you will need to respond to the request for seller protections.

That can be done by sending a message through the request, or choosing the option to upload tracking. Going with the latter, you will see the tracking already there, but you still have to click that blue 'save and continue' button at the bottom, as shown in this screenshot so it counts as responding to the request.

[susanb1872]

I just had the exact same thing happen to me this week-it was "left with front desk/mailroom". The buyer did open an INR case and I responded with the tracking. I feel bad for the buyer if someone else took it on purpose or if it was scooped up by accident by another resident in the apartment building. I haven't heard anything at this point.

[toyzntoonz]

excellent advice all. 

looks like I've done all in order. thank you eBay community!

[mam98031]

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@susanb1872 wrote:

I just had the exact same thing happen to me this week-it was "left with front desk/mailroom". The buyer did open an INR case and I responded with the tracking. I feel bad for the buyer if someone else took it on purpose or if it was scooped up by accident by another resident in the apartment building. I haven't heard anything at this point.

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The buyer has the ability to check with their apartment complex or their work place if that was were it was delivered.  Sellers can't be held responsible for this as it is the buyer's responsibility to make sure they have a safe location for delivery.

The buyer also may want to contact their local PO if they are saying there is no front desk or mailroom in which to leave the package.