Buyer says not delivered USPS says delivered.

[hobbystuff99]

Tracking data says the package was delivered on 1-6-2018. Customer says via eBay message,  on 1-7-2018 'not received'.

I copy/paste sent the buyer all the tracking day to day entries.

I added the buyer to our prohibited buyers list.

What should I do, and who is going to win this one?

To protect our store reputation, should I refund their money?

Thanks for your help.

[aproudparent2010]

If they open an INR case you need to provide tracking.

As long as item was under $750 you'll win this one.


Do not refund because when you win case they will be blocked from leaving feedback.

[thallidguy]

BBL-ing the buyer at this point is a little overboard. It could be an honest mistake — package mis-delivered to a neighbor, stolen from the front porch, miscommunication within the household, any of a number of things.

The correct response is to remain calm and suggest that the buyer check with neighbors and/or the mail carrier/local post office, because USPS says it was delivered.

Since you have a delivery scan (and presumably, tracking shows delivery within the buyer's zip code), Seller Protection covers you against Item Not Received disputes.

Do NOT refund unless you want to give away the money without having to.

[willsbargains]

"Delivered" according to the USPS can mean just dumped on your porch for anyone to steal if you are not at home. This happens way too often. The only way to protect against this is to pay for "signature required"....which is important to protect yourself and your goods if it is a costly box......Unfortunately, I have found that 95% of the time eBay sides with the buyer, even when logic would tell you it should be with the seller......

[thallidguy]

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@willsbargains wrote:
"Delivered" according to the USPS can mean just dumped on your porch for anyone to steal if you are not at home.

True.

This happens way too often. The only way to protect against this is to pay for "signature required".

False.

...which is important to protect yourself and your goods if it is a costly box......

If you actually read eBay's Seller Protection Policy, you only need sig conf to qualify if the value of the package is $750 or greater.

Unfortunately, I have found that 95% of the time eBay sides with the buyer, even when logic would tell you it should be with the seller......

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Then you're doing something wrong, junior. This is a direct quote from eBay's Seller Protection Policy:

If a buyer reports that an item hasn't been received

If you ship an item within your stated handling time and provide tracking information to the buyer before you or the buyer asks us to step in and help with a request, you're protected.

Tracking information needs to include:

1. A delivery status of "delivered"

2. The date of delivery

3. The recipient's address

4. Signature confirmation, if an item has a total cost of $750 or more

   Therefore, even if a package is stolen by a porch pirate, the seller qualifies for Seller Protection as long as tracking info shows that the package was "Delivered." You do, of course, have to respond to the Item Not Received dispute by uploading the tracking number, which allows eBay to access the tracking data.

[dtexley3]

Had one of these recently.  The next day their neighbor brought them the package.  They had picked it up off the ground next to the mailbox because they knew the buyer was gone that day until very late and didn't want it sitting out in the rain.   

But, you have delivery confirmation so all you can do is advise the buyer to check with neighbors and PO to try to find the item.

[couldabeenworse]

Very often, these packages show up in a few days.  It may have been misdelivered, or the carrier decided there wasn't a good place to leave it after he'd already scanned it.  Sellers will see more of these complaints now that eBay sends out "delivered!" emails to buyers shortly after the package is scanned.

If it doesn't show up and the package is insured, file the claim or provide the buyer with a copy of your mailing receipt so he can file it.  eBay will not hold sellers responsible when the tracking shows delivery, but that doesn't mean they should be irresponsible and cut off the buyer's claim with USPS.

[missjen831]

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@willsbargains wrote:
"Delivered" according to the USPS can mean just dumped on your porch for anyone to steal if you are not at home. This happens way too often. The only way to protect against this is to pay for "signature required"....which is important to protect yourself and your goods if it is a costly box......Unfortunately, I have found that 95% of the time eBay sides with the buyer, even when logic would tell you it should be with the seller......

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All irrelevant and some not true. What matters is what eBay and PayPal consider delivered to mean and for both, the item is considered delivered when the tracking shows delivery to the buyers zip. If the seller ships go the address on the buyers payment has proof of delivery (including sig. conf. If $750 or above) and the seller uploads tracking to the case, the seller wins. If the buyer is winning 95% of the time the the seller is doing something very very wrong and needs to read the seller protection policy.