Buyer claims package not received, while tracking shows package delivered & signed for.

[charis29]

Hello,

A buyer purchased an expensive cellphone from me about 2 weeks ago. The package was shipped USPS Priority the next day with signature confirmation. The package was delivered 3 days later (May 15th) and was (left with individual) they also signed for it.

Today, the buyer contacted me saying that they never received the package, and no one in their house has seen it. I then realized that the address provided is for a reshipper company. But the buyer is acting as if it's a residential address.

So, I am not sure what to do. How should I handle this situation? What happens if they decide to contact eBay? Or they decide to file a chargeback with their bank/Credit Card? Will eBay use my funds to refund them?

Any advice will be greatly appreciated. Thank you

[lakefor94]

@charis29 

If the carrier scan states, delivered and signed for, you will win a Item Not Received case if the buyer files. Just answer the case accordingly verifying the tracking number.

I would instruct the buyer to contact their reshipper since the item shows as delivered to the address on file with the transaction. 

[redmodelt]

When and if a case is opened for non delivery, you MUST re-enter the tracking number in your reply to eBay. 

[charis29]

Thank you; that's reassuring. Should I tell the buyer to open a case with eBay? Also, if they decide to file a chargeback with their bank, does eBay usually side with the seller in this case?

[lakefor94]

@charis29 

I would instruct the buyer to contact their reshipper since the item shows as delivered to the address on file with the transaction. 

I would not tell them to open an ebay case. 

Keep your carrier documention of delivery handy in case they open a case with eBay or their bank.