Return item never received by buyer but tracking number says deliveried.

[sgd1952]

Hi,

Do I have any recourse for a return item that has not been delivered by post office even when the tracking number states that it has been delivered?   There does not seem to be anywhere in the return details that allows the buyer to report this.  Can and will eBay force me to refund when I do not have the return? 

If I can I have a second question about returns.  I received a return in which the buyer broke item beyond repair.  eBay says to inspect item before issuing a refund but I do not see where I can report the broken item yet the only option I have is to send a full refund. I reported buyer and included pictures but never heard anything back from eBay. 

Thanks! 

[dirk12955]

Regarding the lost item.   As a seller,  what is your response if one of your buyers claims 

non-delivery end though tracking shows otherwise?   

Did you ask your PO delivery person what they did with it?    

[dhbookds]

If you have tracking showing delivered, enter the # into the claim.  Ebay will find in your favor, you will retain the $$.......  As a good seller, you would want to tell your buyer that the USPS shows it delivered.....so out of your hands..... Tell them politely to check with others in the family to see if they might have put the package in a "safe" place without telling anyone......to check with neighbors, and ultimately to check with the PO who usually has GSP to confirm where the package was delivered.......

If you are a Top Rated Seller, you should be able to deduct up to 50% for the damage.....

Protections for Top Rated Sellers

Your track record matters – coverage for Top Rated Sellers

Top Rated Sellers (TRS) who reside in the US or Canada and offer 30 day or longer returns are protected on items listed on eBay.com when:

A buyer falsely claims an item was not as described

An item is returned after it was used or damaged by the buyer

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will work directly with the buyer to resolve any issues associated with the item being returned, including removing any negative and neutral feedback, defects, and open cases in service metrics

https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345

[dirk12955]

I believe the OP is describing a return to him.    Returned by his buyer,   tracking shows delivery to the OP and the OP didn't get it.   

[dhbookds]

@dirk12955 

Ah.......you may be right, I probably did misread......thanks for the correction.

In that event, I'd , as said, check with my Post office to see if they can verify that the tracking shows MY address.......and where it was delivered........

[coolections]

First answer is it is up to you to find the package. The buyer is covered as it shows he delivered it to you.  Second answer is you have no clue if the buyer broke it so you still issue the refund and block the buyer. No reason to report other than feel good about it unless the buyer admitted breaking it in a message.

[sgd1952]

Hi,

Thanks for the quick response and good answers.  My post office service is pretty bad so I waited a few days after it was supposed to have been delivered before asking my questions.  I am fortunate that this is only a part-time gig that I do with my wife because we enjoy it.  I was just wondering if there was anything I was missing on returns. Our bottom line is to refund buyer and block them. Something I have seen suggested in several posts on returns.   If I may indulge just one more question to more experience sellers,  We do have a return policy we use occasionally that says buyers pays return postage. Does this really happen? It seems eBays' policy would just override ours and they would force us to pay the postage. Luckily we get few returns and none so far using our policy. 

Thanks again for the responses you provided.     

[turtled80]

Hi. I m having the same problem. Tracking show delivered then after 2 months buyers open a dispute say that they havent recieved the item. May i know the result of your case. Do you Lost your product plus money with this case? 

[huntfishdie45]

Your case is different in the fact the buyer waited too long to be covered under the MBG and in a INR case there is a 30-day deadline to file. If eBay extends the deadline for some reason, you also have the tracking to show the item was delivered. The buyer has a uphill battle in your case, I wouldn't worry about it.

[sextons-sweet-deals]

If the buyer paid for the return, they do not have to post / share the tracking number to seller even in an open case if one was filed (major eBay flaw). This is when the scammer plays the game and alters the address to a location probably within the seller's zip code. Probably an empty box, envelope, or a rock. 

Once delivered, the buyer is automatically refunded. The seller has no opportunity to track package and confirm item was received back before the buyer being refunded (another major eBay flaw). The bots!

Seller has no way to file a claim with the post office because they don't even have the return tracking number (another major eBay flaw).

[buyselljack2016]

We do have a return policy we use occasionally that says buyers pays return postage. Does this really happen? It seems eBays' policy would just override ours and they would force us to pay the postage. 

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@sgd1952 

A bit late but does not seem that this was answered.

Your "buyer pays return postage" only applies to "remorse" returns. 

For other reasons...........   eBay policy prevails, and the seller is responsible.