Possible shady buyers and returns....

[dabing_61]

Hello,

I'm fairly new to selling on ebay and so far so good.  I've had a customer reach out recently to request a refund for an item they're claiming wasn't received.  USPS tracking shows it was delivered over a week ago.  I'm sure this happens a lot.  Given I've sent the item and there is evidence of delivery, I cannot imagine a refund will be given?  Thanks.  

[rosszonebricks]

@dabing_61  At the moment, it sounds like they haven't filed an INR case (Item Not Received) yet and are just messaging you.  If they do file an INR case, all you have to do is add the tracking # to the case that indicates it's delivered, and you should win the case.  Other circumstances that may alter the outcome: Did you send the package (even at their request) to a different address than what is on the order?

Below is my 'saved response' I edit and use whenever I get one of these.   

My flow:

1. If they just message and say they haven't got their package, I reply with the below.
2. If they have filed an INR (Item Not Received) case, I will:
   1. 'Send the buyer a message' in the case, with the response, and then
   2. add the tracking information to the case that shows it as delivered.

Either way, I *always* 'win the case', and *almost always* even have the buyer thank me for being so helpful.

-----

I understand you are indicating you have not received your package that tracking # [NUMBER] shows as Delivered [WHERE (in mailbox, front door, etc]. Could it be possible the order was placed with an old address? From the order, your package was shipped to:

[ADDRESSS]

If this is your current and correct address, then other possibilities can be it was picked up by another member of the household. I'd recommend checking to see if someone else in the house has picked up your package. You may also wish to see if a neighbor picked it up either by mistake or intentionally, thinking your package was at risk of being stolen.

Sometimes it, unfortunately, happens that a USPS mailperson ends up behind in their route and scans a package Delivered at the end of their shift but ends up delivering it the next day. Now, they are absolutely not supposed to do this, but it does happen, so it may arrive tomorrow or the next business day.

Next, at the time of the Delivery scan, the GPS coordinates of where it was scanned as delivered are recorded. You could take your tracking number to your local post office and as the recipient of the package, would have the right to request that they give you the coordinates of where the package was delivered. This may assist you in locating your package.

Hope that helps!