Someone please make me understand. All sellers should read this.

[thehouseofpatches]

Customer makes purchase.   I ship the next day using eBay standard envelope.  After ten days item has not delivered customers opens up a case.    I ask for a few days as mail has been slow during the holidays and he said no.    So I refunded him to close the case.     Today the item is delivered.     He then leaves me a negative feedback and simply says. “Never received item”

I wrote to eBay to ask for removal of the feedback as clearly tracking says item is delivered.  

I received a notice back saying they would not remove the feedback.    

i am sitting here thinking why this is happening.   What could I do differently      

please anyone with some wisdom please let me have it.     

[sin-n-dex]

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@thehouseofpatches wrote:

Customer makes purchase.   I ship the next day using eBay standard envelope.  After ten days item has not delivered customers opens up a case.    I ask for a few days as mail has been slow during the holidays and he said no.    So I refunded him to close the case.     Today the item is delivered.     He then leaves me a negative feedback and simply says. “Never received item”

I wrote to eBay to ask for removal of the feedback as clearly tracking says item is delivered.  

I received a notice back saying they would not remove the feedback.    

i am sitting here thinking why this is happening.   What could I do differently      

please anyone with some wisdom please let me have it.     

---

With ESE, it's sometimes delivered a few days after the delivery notice. The mail carrier can't scan it as delivered, it's an anticipated delivery date. He probably saw that it showed delivered and got upset because he really doesn't have it yet (but will have it soon).

ESE is covered by insurance offered through eBay, so the right thing to do is just refund when they ask, and use their message claiming non-delivery and a copy of the sales order showing you refunded to make a claim. You wont' get the postage cost back, but that's what, 73 cents now?

As for the feedback, technically if a customer says it's not delivered and it shows delivered with tracking, the feedback should be removable. I would request a call back from eBay to talk to someone about how the item is tracked as delivered and his negative says he never received it (and that's obviously not true, even though he probably will get it in the next few days and really doesn't have it just yet...) He asked for a refund and got it, so I'm not sure it's justified to leave feedback that it's not received, and tracking shows delivery.

C.

[reallynicestamps]

SIN has the right answer for getting the decision reversed, if at all possible.

Then

Add a Response.

"Delivered 17/1/2025 Tracking number 123456678"

Show him to be a liar.

I am old and grouchy.

[ittybitnot]

 Today the item is delivered.

@thehouseofpatches 

It doesn't mean is was delivered to the buyer, these "standard envelopes" don't get delivery scans as regular mail.  It was likely delivered to  the final sorting facility and your buyer might get it in a day or two. 

This is an inexpensive service with rather faulty tracking information compared to regular mail services. You are relying on buyer honesty, especially for the ones that never say 'delivered' at all.  At least if it had no delivered notice you could file the insurance claim after you refunded the buyer. 

[sin-n-dex]

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@ittybitnot wrote:

 Today the item is delivered.

@thehouseofpatches 

It doesn't mean is was delivered to the buyer, these "standard envelopes" don't get delivery scans as regular mail.  It was likely delivered to  the final sorting facility and your buyer might get it in a day or two. 

This is an inexpensive service with rather faulty tracking information compared to regular mail services. You are relying on buyer honesty, especially for the ones that never say 'delivered' at all.  At least if it had no delivered notice you could file the insurance claim after you refunded the buyer. 

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OP can still file an insurance claim since the buyer sent a message saying he didn't have it, and was refunded.

eBay doesn't require there to be no delivery scan to refund on these, just a note from the buyer saying he doesn't have it (or an INR, I've provided that too), and proof the refund was issued.

C.

[ittybitnot]

Thanks @sin-n-dex    I was just going to ask you if the insurance would pay off even though it said "delivered".  

[sin-n-dex]

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@ittybitnot wrote:

Thanks @sin-n-dex    I was just going to ask you if the insurance would pay off even though it said "delivered".  

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I'm pretty sure I've gotten claims on ones marked delivered so long as I have proof the buyer says they didn't get it (and the refund, that's key). eBay's position is that we should refund buyers right away on these and go and file a claim. Since we can make a claim, I've always refunded (maybe ask them to wait a few days if they haven't filed an INR yet).

C.

[buyselljack2016]

ESE "delivered" scan does not mean that it was actually ever delivered.

[slippinjimmy]

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@reallynicestamps wrote:

SIN has the right answer for getting the decision reversed, if at all possible.

Then

Add a Response.

"Delivered 17/1/2025 Tracking number 123456678"

Show him to be a liar.

I am old and grouchy.

---

The buyer is not a liar, Delivery scans on ESE are almost always 1 or 2 days before actual delivery. ESE is only scanned in the automated sorting machines, not available in local post offices or delivery persons.

[toysaver]

"What could I do differently"

Ship Ground Advantage.  

[mam98031]

@thehouseofpatches 

This happens all the time.  If you had come here before refunding that buyer, I would have advised you to wait.  Ebay will allow the INR to stay open for about 3 days or so, but if there is a new scan on the tracking, then Ebay will leave the INR open for another 7 days or so.  

Reach out to your buyer and let them know that you AND Ebay are aware that the buyer has now received the item.  Ask them how they would like to handle it.  Would they like to send it back or pay for the item if they want to keep it.

After you get it all worked out about re-paying you or returning the item, then you can politely ask if they would be willing to revise the feedback.