"Customer claims package is lost despite USPS showing 'Delivered' status - what i should do ?

[squishyglam]

I have a customer's order that shows as 'delivered', but then they contacted me using another account saying it was lost. I just want to know what to do when USPS shows the package has been delivered, but the customer insists they didn't receive it. How should I handle this case? I'm using USPS Advantage."

[conservitvs · Accepted solution]

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@squishyglam wrote:

I have a customer's order that shows as 'delivered', but then they contacted me using another account saying it was lost. I just want to know what to do when USPS shows the package has been delivered, but the customer insists they didn't receive it. How should I handle this case? I'm using USPS Advantage."

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@squishyglam 

Ugh. This is always a tough one. 

If you have a “delivered” scan, then you will win an INR case on eBay. 

But your buyer also has the chargeback route, and the buyer may well win that one, and if you fight it, and lose, then you’ve lost the money (eBay forces you to refund), the item (credit card company will not require the buyer to return it), and you will also incur an additional bank fee of $20.

When it happens to me (rarely), I consider the price of the item against all the above.  And I also consider if I feel the buyer is being sincere. I know from personal experience that mail carriers mis-deliver packages, especially to apartments or condos, which frequently have a series of “cluster boxes” for mail delivery. It is very easy for them to place a parcel into an incorrect slot. 

If it’s a low cost item, I refund as a courtesy and record the loss on my taxes. 

I always prefer to “take the path of least resistance.”

Good luck to you. 

[bennotbill]

If they contacted you using a different account are you sure they are your customers?

[jonathanbrightlight]

That was my first thought, an attempted scam. @squishyglam , I would simply respond to the customer saying that they needed to contact me from the account they used to make the purchase or I could not help them.

[caldreamer]

I would tell customer that you have tracking# proving package was delivered.   Advise them to check with neighbors and if that doesn't work, they should go to post office (with tracking#) and ask them where package was delivered.   

Seller is NOT liable for porch pirates.  As long as you have tracking# proving item is delivered EBAY will rule in your favor.   If customer opens "did not receive item" case against just provide tracking# and case will close in your favor.

[onlinecentral]

Encourage your buyer to file an Item Not Received case with their legitimate account and cease communication with the flimsy account. The Delivered scan will ensure the case gets ruled in your favor.

[dhbookds]

I would do the polite.......check with family/neighbors answer and if not found you (buyer) need to check with the PO.....

[squishyglam]

I find it very strange too, but this new account knows the order number and the messages sound very similar. They were able to send the order ID directly, and I was able to match it. I just sent a message to the normal account that placed the order, but that account is also suspicious - it only has 1 purchase record, which makes me doubtful. Now I'm worried that my information might have been leaked, because the shipping address I provided is my home... 😑 I'll wait and see how the account that placed the order responds

[a_c_green]

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@dhbookds wrote:

I would do the polite.......check with family/neighbors answer and if not found you (buyer) need to check with the PO.....

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I would be curious to know (first) why the buyer can't send a message using the account with which he made the purchase. That would be the only reliable way to know that you're even talking with the buyer and not an imposter.

[squishyglam]

thank you very much. because they sent all the details from a new account , i contact the original account attached to the order and waiting for the reply .. it is nice to know wont affect my account

[squishyglam]

 thanks for the informative reply ,  it is not an expensive at all and i can absorb the cost . Many large sellers choose to refund immediately, so I'm wondering if I should do the same. However, other eBay friends have suggested this might be a scammer, so I'll contact the original ordering account first to confirm. But what concerns me more is the potential leaking of my personal information if the person turns out to be a scammer.

[squishyglam]

they send me the details .. and i can match it perfectly

[jonathanbrightlight]

It's entirely possible the purchasing account is a guest user account they accidentally or intentionally used.  It's not a guaranteed scam, it's just enough to be cautious (which it sounds like you are).  You're doing fine.

[colfaxstation]

Also report the buyer as asking for something not in the listing.  Helps to slow down eBay automated actions.

[pls-consignments]

Or... you could try to be helpful and offer to file a lost item claim with the carrier or provide links to do so. perhaps it might take some of the heat off you.