Tracking

[elke4384]

Buyer says never received.  My tracked says DELIVERED!  What do I do?

[bonjourami]

If he opens a case, provide the tracking number to prove delivery.

[brightlightbookseller]

You can be proactive if you want, and suggest they check with neighbors and family/household members, or ask them to contact their post office.  We often see things show as delivered that aren't delivered to the recipient until the following day, too, so you can advise them that's possible.  Put on your customer service hat and try to make them understand that it's possible they need to do some legwork if it shows delivered but they don't have it, but know for your sake that once it shows delivered, as far as eBay is concerned, you're all set.  You don't have to refund.  Repeat: YOU DON'T HAVE TO REFUND.

[chevymontecarlo88]

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@elke4384 wrote:

Buyer says never received.  My tracked says DELIVERED!  What do I do?

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Reply to them that the tracking shows "Delivered".  Might be a good idea for them to check with other family/neighbors to see if someone picked it up without telling you. Sometimes couriers may hit the delivered button on there scanner when it still is on the truck. Having them talk to the courier person would also be a good idea for them to look into. You could call the courier to ask them to verify it was delivered as well. Sometimes they can contact the driver to confirm they delivered it. Some couriers take pictures and/or have gps on there scanners when they drop it off.

I would not suggest ignoring them to wait for an outcome. A little communication may resolve the issue and/or prevent bad feelings between you and your customer. Its not your fault if it shows delivered but it is good customer service to follow up with them.

-Good luck

[ckimodog]

@elke4384 

Did the buyer open a INR claim?  If they did, respond to it and insert the tracking number.  You should be good to go.

Good luck!

[toysaver]

Google the address to see if it's an apartment.  They likely will have security footage aimed right at the mailboxes and you can direct the buyer to check with management.  You can tell them their local PO has GPS of the delivery available if they ask. 

Chances are you will never hear from them again.

[rosszonebricks]

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@brightlightbookseller wrote:

You can be proactive if you want, and suggest they check with neighbors and family/household members, or ask them to contact their post office.  We often see things show as delivered that aren't delivered to the recipient until the following day, too, so you can advise them that's possible.  Put on your customer service hat and try to make them understand that it's possible they need to do some legwork if it shows delivered but they don't have it, but know for your sake that once it shows delivered, as far as eBay is concerned, you're all set.  You don't have to refund.  Repeat: YOU DON'T HAVE TO REFUND.

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Great advice, as always.  Plus, I also say 'customer service hat' so so often. 🙂

My template for responding to these types of situations.  Feel free to copy/edit how you like:

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I understand you are indicating you have not received your package that tracking # [TRACKINGNUMBER] shows as [DELIVERED-WHERE]. Could it be possible the order was placed with an old address? From the order, your package was shipped to:

[ADDRESS FROM ORDER]

If this is your current and correct address, then other possibilities can be it was picked up by another member of the household. I'd recommend checking to see if someone else in the house has picked up your package. You may also wish to see if a neighbor picked it up either by mistake or intentionally, thinking your package was at risk of being stolen.

Sometimes it unfortunately happens that a USPS mailperson ends up behind in their route and scans a package Delivered at the end of their shift but ends up delivering it the next day. Now, they are absolutely not supposed to do this, but it does happen, so it may arrive tomorrow or the next business day.

Next, at the time of the Delivery scan, the GPS coordinates of where it was scanned as delivered are recorded. You could take your tracking number to your local post office, and as the recipient of the package, would have the right to request they give you the coordinates of where the package was delivered. This may assist you in locating your package.

Hope that helps! -Chad R

[monster-deals]

Tell your buyer to open an INR.

When they do upload the tracking into the case.

BBL your buyer if they get agressive 

[b86fiero]

I would politely suggest your buyer check with neighbors and the local post office. Some times mail gets misdelivered.

Last summer one of my purchases was shown as delivered to my home. I did not receive it.

I contacted my local PO and inquired if they could tell me where it was delivered. 

My residence is on ****land Lane. Two streets west is me is ****wood Lane. Both of us have identical house numbers. Some of my regular mail has ended up there over the years and I have received some of their regular mail.

Sure enough, my mail carrier checked at that address and not only did that address receive my large box but they opened it because she wanted to see what was in it. It was supposed to contain 4 items. What I got was 3 items and ripped packing material in an open box. I couldn't blame the seller because who knows if the 4th item was in the box and if it was, where it went. I ate that loss. 

[elke4384]

Why is EBAY holding my payment?

[brightlightbookseller]

Are you a returning seller (not active in the last 90 days-1 year prior to whatever your first most recent sale was)?  The funds being held is often not related to any case, but just standard procedure for new or returning sellers.  I can see your account was opened in 2021, but you only have four sales showing, so it's hard to know for sure if you're considered a new or returning seller but I would guess so.