Questionable on buyer who is requesting refund.

[ci4837]

This buyer notified me 18 days after documented delivery that he did not receive the $110.00 item sent although it showed handed to the resident. I'm perplexed. I can open a lost item with the PO, but I think this guy has a history that eBay needs to review. Checking his comments he's constantly complaining that he didn't get his item, in a few of the comments the seller has provided feedback similar to what I am now faced with. I think he is a serial complainer. I will block him. I am sending him a response, and will open a lost item request with the PO, but the guy actually had the nerve to compare me to Amazon, that they accepted non-delivery much quicker,  and stated he ordered two on eBay the same day. He claims he did receive the 2nd one, albeit after Christmas. Mine was delivered 2 weeks before Christmas. What can I do or say to eBay about this guy? Here is the email I will send to him after I calm down a bit: 

So very strange. On the 8th of December I have records where I spoke with Tish from the Sunnyside post office with my concern that the speaker had not been delivered yet after 12 days in transit, despite Priority Mailing. She asked that I call her on Monday the 14th which I did, letting her know it was showing delivered as of the 10th. I will call her tomorrow and open a dispute with the Post Office, I will also call eBay to ask their guidance on what the procedure is for this type of situation. We are a small seller and only had 2 of these, both of which sold within 24 hours of listing. I will update you tomorrow with new information. Curious - is there any specific reason you didn't notify me after it was showing delivered but you had not received, until now?

Any comments or guidance? 

[calntom]

I would state:

Item ordered date

Item shipped date

Item delivered date with tracking number. 

I also list the buyers name and address you sent it to, just in case they did not remember where they had it sent to. 

Nothing more, nothing less.

You can't open a lost package case when the item shows delivered. USPS won't buy into that. Waste of time if the shipment shows delivered. 

The buyer could come back with a INAD case but you would have to deal with that if it comes about. 

[fab_finds4u]

If tracking shows delivered your job is done and you don't have to refund. Sounds like she was a victim of porch pirates.

[pburn · Accepted solution]

Just another post to confirm what's already been said.

First of all, don't send him that message. You don't need to provide him with any kind of explanation like that. Period. Several of your statements will do nothing more than enrage him.

If you feel a need to contact him, tell him the specifics of the tracking information in a very detached, professional way. Tell him to check with other members of the household or neighbors to see if they have any information as to the whereabouts of the package. Suggest he contact his carrier or the local post office for information on where the package was delivered--they should have GPS records that will identify where and when they delivered the package.

OR . . .

Tell him to open a case in eBay's Resolution Center for an "Item Not Received" (INR).

If and when he opens that case, you'll upload the tracking number, showing that the item has been delivered.

You'll win the case.

[ci4837]

Thank you very much for your educational response. Somehow I posted this twice, I didn't see it successfully post the first time - newbie error. I will follow your guidance and appreciate your time.