Question about an INR

[pickapaper]

I just had an INR claim in which a buyer said he did not receive his package but tracking showed it was delivered yesterday.  He said he had waited for the carrier and personally got his mail from him but there was no package.  I was going to enter the tracking number in the claim but it was grayed out so I couldn't.  I did tell him to check with his post office as they have GPS that would tell them exactly where the package was delivered.

He just sent me a message that the post office confirmed that they delivered it to the wrong address and they are trying to get it back for him.   

My questions are, does anyone know what happens if the post office delivers a package to the wrong address and can't get it back?  What if the person where it was delivered refuses to give it back to the PO?  Could they do anything about that?  Will the PO reimburse my buyer if they can't get his package back?   It wasn't a cheap item. 

[inhawaii]

If the usps lost the package (or it was delivered to the wrong address and they can't get it back) they can't/wont do anything about it.  If your package  was/is  insured you can file a claim.  The seller (not the usps)  is responsible for reimbursing the buyer.

[albertabrightalberta]

If the buyer filed INR (item not received), you MUST respond to the case and paste the tracking number into the case. (Even though tracking is on the order, the order doesn't "talk" to claims so you have to C&P.)

Since tracking shows delivery, you will win the case and you aren't obligated to issue a refund to the buyer. 

[albertabrightalberta]

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@inhawaii wrote:

 The seller (not the usps)  is responsible for reimbursing the buyer.

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@inhawaii 

Not in this case when tracking shows delivery. 

[christworks]

This is how I see this...

As long as you shipped it to the address provided by the buyer, you did your part. If the tracking shows it was delivered, that is all that will matter to eBay. It is irrelevant that USPS admits they took the package to the wrong address. You have no way to know that other than their word, and that's how eBay will see it.

It is normal during Q4 for me to have at least one buyer who claims they didn't get their package, though it shows it was delivered. Normally when they reach out of me they have not talked to the carrier, so I provide them with several things to do so they hopefully find it. That's good customer service. If they can't find it, then it is unfortunate, yes, but it isn't the responsibility of the seller. One could argue there is a moral responsibility, but strictly policywise on eBay, the seller is clear of fault as long as you put the right address on the label. 

You need to respond to the INR that the tracking number shows it was delivered. When you say it is grayed out, is the number already filled in the box? Even if you can't enter the tracking number in the box., you can restate the tracking number in the message and clearly state that the tracking information shows it was delivered. 

The buyer can file a lost mail claim with USPS in this case. They are in the better position to since they've already spoken to their local USPS and they have admitted they misdelivered the package. The only thing for you to do is respond to the INR. 

Having said all of this, the fact that eBay will resolve the INR claim in your favor does not mean you can't refund this buyer and file the insurance claim yourself. I think it will be harder for you to prove it was taken to the wrong address. What if the buyer is lying to you? They've told you USPS said X, but they could making all of that up. The tracking number isn't going to show you where it was taken, only that it was delivered.

[luckythewinner]

 I was going to enter the tracking number in the claim but it was grayed out so I couldn't.  

Can you explain what you mean by "it was grayed out"? 

Are you saying you were not allowed to type anything into the dispute when you responded to it? 

[adamcartwright]

@pickapaper 

I had this exact thing happen. 

I called the local post office myself and spoke to a supervisor. She tracked the package and confirmed it was delivered to the wrong house. She went to the house and was unable to get the package back. (It was craft supplies, about $50.)

She sent me an email confirming that the package was considered lost, which I used to make an insurance claim. I also refunded the buyer.

The claim was denied.

I appealed and simply asked them to please read her letter attached to my original claim.

I won on appeal. 

[caldreamer]

EBAY system is automated if you don't put the tracking# on the EBAY claim form, you will lose the case and EBAY will force you to refund the customer "purchase price + shipping".   You should go to EBAY Help and request a callback from EBAY customer service rep (maybe they can put the tracking# on EBAY claim form).   Time is of the essence...tracking# must be provided before EBAY deadline passes.

If you sent item by Priority or Ground Advantage this includes $100 (free insurance) against damage or lost packages but USPS will try to weasel out and rarely pay on claims.   Under no circumstances would USPS pay "full amount for high value item" unless you paid extra to insure the package (even then USPS will try to weasel out).

[us-mamic]

I had exactly the same thing. I did not open a case against the seller, because he had an impeccable rating, I did not want to spoil it, because I am a seller myself. The post office admitted that they delivered the parcel to the wrong address, but they did not tell me which one. They said that they would solve everything themselves. I started going to the post office every other day and demanding the parcel, as a result, a week later the post office said that they can not do anything and I have to swallow it. But the next day my neighbor brought me the parcel. The post office will not do anything, you must file a complaint to search for the parcel, and then get insurance, I think 100 or 150 dollars. Return the buyer's money as soon as possible.

[us-mamic]

In such cases, the post office pays the insurance very quickly, they will send you a check within a week, this happened to me as to the seller.

[mam98031]

@pickapaper 

One of the most concerning issues to me is why were you unable to enter the tracking number on the INR.  It is a requirement by Ebay for sellers to do this.  So I'd be trying to find out why it is blocked.  USPS has NOTHING to do with that.  You have a limited amount of time to respond to the claim, so time is important and I encourage you to contact Ebay and try to fix this issue as it is important.

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[pickapaper]

@inhawaii 

@albertabrightalberta 

@christworks 

@caldreamer 

@us-mamic 

@mam98031 

Perhaps I was not clear with my post.  I know what to do in the case of an INR and I know what my responsibilities are.  My questions pertained to the post office's position in this and would they do anything my to make the customer whole if they are unable to retrieve the package that they delivered to the wrong house.   

@luckythewinner

@mam98031  

When I received the message about the claim, there were boxes there that already contained the tracking number and USPS; they were "grayed" so I could not enter the tracking number again.  I thought that I had read on here a while back that eBay was starting to do this but I don't know which thread I read it in, and I could be mistaken.  The only thing it let me do was message the buyer.

[jonathanbrightlight]

@pickapaper  that is now the normal process for an INR when the tracking already shows delivered. The posters who were concerned that you couldn’t enter it just likely haven’t seen the new process for themselves yet,  but I’ve seen the same thing, and it is a very positive change. eBay dealt with one of our biggest concerns over the years, that tracking that had been entered into an order didn’t automatically show up in an INR, and now it does. You cannot edit or remove it, if it shows delivered at least, not sure about otherwise. It’s a major shift from how that process used to work, so it concerns people, but you’re good if that tracking is there. The case should close in your favor.

[pickapaper]

@jonathanbrightlight 

Thank you for confirming that the tracking number does not have to be reentered into a claim.  As I said, I thought I had read about that "somewhere" so I figured that's what it was.   It definitely is a good change.

BTW, I did receive a very nice message from my buyer saying he knows that I did my part and that the post office is the one who made the mistake.  I asked him to please let me know if the post office gets the package back for him.   That has been my curiosity, what the post office does when they make the mistake.   

[petes_toy_den]

Contact the USPS for compensation so you don't lose out on the sale and the item. They're responsible for delivering the package. That's their job.