Tracking shows item was delivered, but buyer says it wasn't.

[cinnamon1114]

I sent out the item, and per USPS tracking, it was delivered on Monday June 26. I received a message from Ebay that the buyer reported their item hasn't arrived. Tracking says:

Jun 26, 2023

3:26pm

DELIVERED FRONT DOOR/PORCH

I sent the tracking number and information to the buyer, but she responded: "that package didnot come to this porch not to this house 'im home all day no package i dont play games'" 

Do I have an recourse other than issue a refund? USPS makes mistakes all the time and could have delivered it to the wrong address.

[secondlifetreasures-llc]

Do not refund. Once a few days pass either you or the buyer can "ask eBay to step in and help". The case will be immediately closed in your favor without any refund to the buyer as long as the tracking number indicates delivery to the buyer's zip code.

[44012]

Please do NOT issue a refund. First, even though it seems buyer has attitude let them know to check with their postal carrier and neighbors perhaps it was left somewhere else. USPS can actually track this stuff with GPS I am told. I had this happen once on a delivery to me and my postal carrier went across town to retrieve it.

You have done your part. You have tracking. You have given the buyer tracking. The next thing that should happen is buyer files an item not received. Ebay then sends you the dispute message asking you to once again, enter the tracking. ENTER THE TRACKING.  You are done.

If buyer leaves negative feedback it will get removed by eBay. 

[dbfolks166mt]

     Do not refund. Do as  secondlifetreasures-llc suggested and upload the tracking number and the information showing delivery in response to the case.

     Not sure what shipping service you used or what class of shipping but if you want you can assist your buyer and open a missing package claim with the shipper. On occasion packages may show as delivered and actually not arrive until a day or two later. 

     I have a package I am expecting at the moment that shows as delivered but my post person has not ran their route in the last 2 days based on my USPS informed delivery and the fact that I have not received any mail of any type in the last 2 days. 

[1786davycrockett]

@cinnamon1114 

Tell the buyer to check with their neighbors for any mis-deliveries, as well as behind any bushes, trees, outbuildings, etc on the buyer's property.  In addition, the buyer may also check with the post office which made the delivery, to confirm the address of the delivery.

If the buyer opens an "item not received" case, just follow the instructions provided by eBay:  fill in the USPS tracking number on the on-line form supplied by eBay, with the delivery information supplied to you on USPS tracking, and click to send the form back to eBay.  Since you actually have an official USPS tracking number, eBay should find in your favor, and close the case against you.

This may not necessarily stop the buyer from continuing to harass you, and your buyer may also attempt a charge-back on their credit card -- you have very little defense against that, I'm afraid.

Good luck.

[cinnamon1114]

Thank you everyone!

[inhawaii]

Do not refund.

Did the buyer make a INR (item not received) claim with ebay?

If not, wait until they do.

If/when they do, respond to the case and MAKE SURE you add the tracking number.

The case will close in a few days in your favor. 

[ebooksdiva]

@inhawaii 

I currently have an INR that's been open since June 16th. I uploaded tracking into the case showing delivery,  the buyer responded saying she made a mistake she found her item.

Usually the case would close in my favor after a few days.

As of this writing the case remains open. Do I wait for it to close on it's own? My funds haven't been held for this.

There is a box to check to have ebay step in, but I am hesitant to do so, fearing it will backfire and find in favor of the buyer. 

[inhawaii]

I've had this same thing happen before.

The case was taking longer than usual to close.

I got through to ebay on facebook and explained the situation.

The case was closed immediately.

Good luck!

[ebooksdiva]

I was told if the buyer doesn’t close the case it will be closed in 30 days. 

[mam98031]

Ebay has excellent Seller Protection on INRs that the tracking shows delivered.

If your buyer filed and INR, make SURE all communications to the buyer goes through the claim so it is on record.  VERY important.  So the message you sent, if you did not send it through the claim, go back to the claim and send the message again.

You will be just fine and you won't have to refund the buyer.  Ebay will NOT make you do that.

[cinnamon1114]

Whew! 🙂 I got a message from the buyer today:

"ok it did come hear"

[mam98031]

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@cinnamon1114 wrote:

Whew! 🙂 I got a message from the buyer today:

"ok it did come hear"

---

I'm glad it worked out, but this really just isn't a big deal.  Ebay will protect sellers when tracking shows delivered.

[buyselljack2016]

That is what happened with the last one that I had.

[buyselljack2016]

and your buyer may also attempt a charge-back on their credit card -- you have very little defense against that, I'm afraid.

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Charge back where tracking shows delivery to the address provided by the buyer is covered (supposed to be covered) by eBay "seller protection", so there is some "defense" against that situation.