"Lost" item

[ferretgalrn]

Sold an item, was paid, shipped in appropriate time, and delivered. Unfortunately the buyer didn't receive the item, even though says delivered. Was delivered to a postal locker (wrong one?). I have called USPS customer service #, checked with buyer & they checked with postal deliverer (not the same postal person that delivered the item) , they opened all the lockers, and no package. Am I now responsible to refund payment?

What are my rights as a seller?

[eleanor*rigby]

I assume you shipped it with tracking, and I assume tracking indicates the item was delivered. Are those assumptions correct?

Has the buyer opened an "Item Not Received" (INR) dispute? If so, just upload the tracking number/info into the case. If not, just wait until such time as they do.

If you shipped it without tracking, you're out of luck. You should probably refund as soon as the buyer opens an INR dispute.

[ferretgalrn]

Tracking number provided and shows package delivered. Buyer opened "Item Not Received Dispute". I uploaded the tracking information and all the "processes" I have gone thru in "Contact Buyer" part, and have also recorder all the messages from the buyer.  Do I just wait for Ebay to tell me to refund, or do I just go ahead and refund? You know it will be in the buyer's favor!!

[eleanor*rigby]

A seller wins an INR dispute if tracking shows the item has been delivered. Don't refund.

[dariudaudery_0]

If it shows delivered then its your win. 

Especially if it has been delivered to the correct address and tracking can prove it.

[wesk_36]

If you shipped to the buyers address on file, with tracking showing delivered, then you did your job and you are not responsible for refunding, unless that's what you want to do.

Was the address a PO Box address? That would explain the USPS putting it in a locker if it didn't fit in the buyers box.

I don't understand this..."they checked with postal deliverer (not the same postal person that delivered the item) "

Was it a third party involved?

[ferretgalrn]

Address was a regular street address. Did not indicate it was a "postal locker"

[fashunu4eeuh]

Don’t refund!

This situation you are having now is one of the few genuine seller protections that eBay offers. The buyer will lose the case as long as you have followed the guidelines for an Item Not Received claim. And it sounds like you have accomplished this. (Below is a link to the Money Back Guarantee policy outlining your responsibilities, if needed.)

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[jonathankirkland]

@ferretgalrn 

Don't give up just yet. You did your part and the item showing delivered on an item not received case is one of the few protections you have as a seller.

I would tell the buyer to file a "missing mail" report with USPS, this would be on them to do. I had to do it once myself but my misdelivered package just arrived on its own the next day, must have gone to a neighbor or something.

If the buyer is savvy enough they can always file a chargeback through their cc but hopefully it won't come to that and best case scenario, the package will be found.

Good luck

[eleanor*rigby]

---

@ferretgalrn wrote:

Address was a regular street address. Did not indicate it was a "postal locker"

---

@ferretgalrn 

The reference to a "parcel locker" has nothing to do with a "PO Box address." A "parcel locker" is a larger compartment in a cluster mailbox configuration. A key that opens the "parcel locker" is left in the recipient's regular-sized box in the cluster by the USPS carrier. The recipient uses the key to open the "parcel locker" and leaves it in the lock for the carrier to pick up during the next delivery.

[ferretgalrn]

Thanks, didn't know about parcel lockers.

[conservitvs]

You will win the case with eBay.

You will win a follow-up case with PayPal, should the buyer file there after the eBay case.

But, be warned, if the buyer files with his/her credit card issuer, you will lose. The CC issuer always sides with the buyer.

I have had the same situation. Won at eBay and PayPal; lost the CC dispute (despite having confirmed SIGNATURE delivery to the customer's address of record). Customer was refunded in full despite all proof of delivery.

[dhbookds]

But, be warned, if the buyer files with his/her credit card issuer, you will lose. The CC issuer always sides with the buyer.

In which case, assuming you didn't change the delivery address, Ebay should cover you......under the seller protection......may take a while and they may find in favor of the cc co, but you should be able to appeal and win, based on the fact that the item was delivered to the address specified by the buyer. 

There are some exceptions, based on other requirements......i.e. need a sig if over $750/have to have tracking uploaded before item delivery date, etc....... 

We've won on this basis on chargebacks.

[conservitvs]

---

@dhbookds wrote:

But, be warned, if the buyer files with his/her credit card issuer, you will lose. The CC issuer always sides with the buyer.

In which case, assuming you didn't change the delivery address, Ebay should cover you......under the seller protection......may take a while and they may find in favor of the cc co, but you should be able to appeal and win, based on the fact that the item was delivered to the address specified by the buyer. 

---

In my experience, this is not accurate. I am wondering if you might be thinking of PayPal's Seller Protection Policy, which seems to fit the specifics you have given?

eBay would have no part of a CC dispute because (in the OP's case) the buyer has already tried eBay and lost their case (delivery was confirmed; buyer loses this round).

A buyer gets one case at eBay. Once they have made their decision, that's it. This is why buyers then proceed to PayPal, which allows 180 days to file a dispute. If the buyer loses there (which they will if they claim item not received and the seller provides proof of delivery), then it is on to the CC issuer. No matter the reason given there (item not received, unauthorized transaction, etc.) the buyer will win (unless they have a long track record of such claims).

To add insult to injury, some CC issuers allow as much as 18 months for customers to file disputes. For this reason, I let all proceeds sit in my account for a year. Only after this amount of time do I consider the funds "mine."

In essence, I get paid once per year, and while they sit, I am covered in the case of refunds (rare), quarterly state and local tax payments, stock reinvestment, etc., etc.

It is the only safe way I have found to handle eBay finances since these cases can pop up at any time.

[dhbookds]

---

@conservitvs wrote:

---

@dhbookds wrote:

But, be warned, if the buyer files with his/her credit card issuer, you will lose. The CC issuer always sides with the buyer.

In which case, assuming you didn't change the delivery address, Ebay should cover you......under the seller protection......may take a while and they may find in favor of the cc co, but you should be able to appeal and win, based on the fact that the item was delivered to the address specified by the buyer. 

---

In my experience, this is not accurate. I am wondering if you might be thinking of PayPal's Seller Protection Policy, which seems to fit the specifics you have given?

eBay would have no part of a CC dispute because (in the OP's case) the buyer has already tried eBay and lost their case (delivery was confirmed; buyer loses this round).

A buyer gets one case at eBay. Once they have made their decision, that's it. This is why buyers then proceed to PayPal, which allows 180 days to file a dispute. If the buyer loses there (which they will if they claim item not received and the seller provides proof of delivery), then it is on to the CC issuer. No matter the reason given there (item not received, unauthorized transaction, etc.) the buyer will win (unless they have a long track record of such claims).

To add insult to injury, some CC issuers allow as much as 18 months for customers to file disputes. For this reason, I let all proceeds sit in my account for a year. Only after this amount of time do I consider the funds "mine."

In essence, I get paid once per year, and while they sit, I am covered in the case of refunds (rare), quarterly state and local tax payments, stock reinvestment, etc., etc.

It is the only safe way I have found to handle eBay finances since these cases can pop up at any time.

---

nope not on paypal............was on MP........... note that this was a NOT RECEIVED claim, which ebay/MP protects for as long as you can prove delivery to the address requested by the buyer. Note the waive the fee in the following....which indicates it is referring to a charge back. The process is convoluted and can take awhile, and Ebay (themselves) may give the buyer a refund......but it comes from Ebay, not the seller......

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=2&query=Sel...

If a buyer files a payment dispute and the transaction is eligible for protection, we'll cover the amount of the dispute, and waive the fee, if the following is true for the same transaction prior to the payment dispute being received:
When a buyer reports that they haven't received their item

An eBay Money Back Guarantee case was found in your favor, or
You refunded your buyer, or
After the payment dispute was received, you provided proof of delivery that included all of the following:
Tracking number provided by the shipping company (uploaded by the date indicated in the payment dispute notification)
A delivery status of "delivered"
Date of delivery
Recipient's address, matching the address displayed on the order (including the city, county, zip code or international equivalent)
Proof of signature confirmation if an order has a total cost (including shipping and taxes) of $750 or more, uploaded as an image while contesting the payment dispute. Or;