eBay

iamalwaysright · ‎03-18-2023

“Hey my package came but someone stole it and I called the usps company they told me you would replace it.”

(cricket, cricket)

annadryl · ‎03-18-2023

Yes, likely story. We hear it all.

I guess you could ignore them if it's worth the inevitable chargeback. I know I wouldn't... You know how to handle this. Have them open the INR so you can prove delivery.

iamalwaysright · ‎03-18-2023

Part of me wants to respond by saying that “Well I talked to my mom and told her something that arrived to a buyer got stolen off their porch. She told me not to replace it and said you’d understand.”

I know, rock and a hard place.

toysaver · ‎03-18-2023

How was theft determined? Do they have GPS tracking of the delivery to exact address? Buyer has responsibility to receive package. Tracking allows for pinpointing status when 'out for delivery' and meet the mailman in person. If address is unsafe a PO box can be rented. Seller cannot do these actions. Seller's responsibility has been met.

P.S. Last thing any seller should do is resend to a location apparently swarming with thieves.

slippinjimmy · ‎03-18-2023

Of course you will replace it, all they need to do is buy it again and you will ship it again.

Paranoia strikes deep
Into your life it will creep

mam98031 · ‎03-19-2023

What? It is highly doubtful that USPS actually said that. Often times buyers stretch the truth a bit in the hopes to get the outcome they are seeking. USPS is well aware that they can't set that rule for ANYONE.

I would suggest that you let your buyer know that they should report this theft to the Police department. It is likely they are trying to track this in an effort to stop these people from doing this. I would also suggest they check with all the neighbors that surround them to see if any have a Ring Cam or some other security that may have caught the act on tape. Lots of people have these now and someone around you may be able to help you.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

iamalwaysright · ‎03-19-2023

@toysaver wrote:
How was theft determined?

No idea. Didn’t ask.

iamalwaysright · ‎03-19-2023

@slippinjimmy wrote:
Of course you will replace it, all they need to do is buy it again and you will ship it again.

🙂 I can tell you’ve been through this before.

vintagecraze50 · ‎03-19-2023

“Hey, so sorry about your stolen package. Please have a secure receptacle for delivery next time you purchase here or anywhere else. Please report your stolen package to your local police department. You can purchase another replacement item from us if you like but please change to a PO Box delivery for a secure delivery.

movieman630 · ‎03-19-2023

If the package is marked delivered you don't have to do anything. Your clear. It's up to the buyer to have a safe place for delivery and provide you with that address. If "porch pirates" get them, that's a local police issue for them. They need to report the theft to their police department and all they need from you is that tracking number.

I wouldn't respond at all. Let them open a case. You'll upload the tracking info again that shows it was delivered. Escalate it to ebay and they'll close it out.

IF they try to issue a chargeback with their payment provider you can notify them that you'll inform the US Postal Inspectors of this and they'll investigate it. The USPS doesn't mess around when it comes to mail fraud.

Usually when you threaten to inform the Postal Inspectors the issue resolves itself. Funny how that happens.

1786davycrockett · ‎03-19-2023

@mam98031

"What? It is highly doubtful that USPS actually said that."

Actually, that is EXACTLY what I was told by a USPS supervisor at the New Brighton, MN post office, when I reported a missing package that had been shipped to me in December 2022. The USPS carrier had reported delivering the package "at or around" my garage. Unfortunately, the package wasn't there -- it had either been plowed away during one of our Minnesota snowstorms, or stolen by a "porch-pirate."

And the response that I had received by the USPS supervisor to whom I had reported the missing package was simply to contact the seller, and that the seller would send me a replacement shipment. "It happens all the time," she had assured me, although I argued with her that it doesn't. But she was adamant: the sender will ship a replacement item, at no charge to the buyer.

So, yes -- some USPS managers will attempt to dodge their own responsibility for delivery mishaps, by shifting the responsibility back to the seller. And I do know that some BIG sellers will send a free replacement shipment; but the vast majority of us are simply not financially equipped to give away free products each time a delivery goes astray.

mam98031 · ‎03-19-2023

@movieman630 wrote:
If the package is marked delivered you don't have to do anything. Your clear. It's up to the buyer to have a safe place for delivery and provide you with that address. If "porch pirates" get them, that's a local police issue for them. They need to report the theft to their police department and all they need from you is that tracking number.

I wouldn't respond at all. Let them open a case. You'll upload the tracking info again that shows it was delivered. Escalate it to ebay and they'll close it out.

IF they try to issue a chargeback with their payment provider you can notify them that you'll inform the US Postal Inspectors of this and they'll investigate it. The USPS doesn't mess around when it comes to mail fraud.

Usually when you threaten to inform the Postal Inspectors the issue resolves itself. Funny how that happens.

I understand this approach, however it isn't something I would do or I would recommend. IMHO part of our jobs as sellers is Customer Service. While Ebay won't force a seller to refund or replace an item that was stollen from the buyer after delivery, that doesn't mean we shouldn't help the buyer if we can.

If the tables were turned and you had a problem you needed Ebay's help with and they determined they weren't responsible for whatever the situation is, so they simply ignored you? How would that make you feel about the site?

We often complain about the inadequacies of Ebay customer service. So why do that to your buyers? Why make them feel that way about you? We should be above that and offer your buyer excellent customer. service.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

deserdog · ‎03-19-2023

Here is my take on it. Every package now that I have left on my doorstep has the carrier release endorsement:

The Carrier Release Program allows senders of parcels to authorize carriers to leave parcels in a safe location protected from weather if no one is available at the location to receive it or when the addressee has filed a written order to allow a carrier to leave the parcel. This request can also be made for flats too large for mail receptacles.

A parcel may be left only when it bears the ”CARRIER─LEAVE IF NO RESPONSE“ (written clearly and legibly on the mail piece) endorsement. It must appear directly to the left of the postage area (preferred) or directly below the return address. A minimum 1/4 inch clear space must appear between any other printing and the carrier release endorsement.

If an ancillary service endorsement is used, the carrier release endorsement must be separated from the ancillary service endorsement by the equivalent of one blank line.

A carrier release endorsement may be used on only:

Uninsured parcels
Parcels which do not require a signature
Expedited Packaging Supplies Parcels that are uninsured and do not require a signature

To me, it is pretty clear that a parcel is ONLY to be left if it bears this endorsement. If it does not, then an attempted delivery slip should be left.

And can someone show me in the DMM where it says an addressee must provide a secure location for package delivery? If it does not fit in the mailbox, and it does not bear the carrier release endorsement, a slip should be left.