Buyer did not receive package

[dgar24219]

Hi - I am looking for some advice from other sellers for a situation that has come up. I made a sale back on February 8th. I shipped out the merchandise via USPS and had tracking  information. Per the tracking, the shipment arrived February 15th. Today, MAY 29th, the buyer reached out and said she never got the package. I do have tracking on the website that shows shipment and delivery. Is that sufficient? Am I expected to issue a refund after almost 4 months? It seems odd that she waited so long to notify me but I am not sure how i should proceed. Any advice would be appreciated! Thank you! 

[dtexley3 · Accepted solution]

---

@dgar24219 wrote:

Hi - I am looking for some advice from other sellers for a situation that has come up. I made a sale back on February 8th. I shipped out the merchandise via USPS and had tracking  information. Per the tracking, the shipment arrived February 15th. Today, MAY 29th, the buyer reached out and said she never got the package. I do have tracking on the website that shows shipment and delivery. Is that sufficient? Am I expected to issue a refund after almost 4 months? It seems odd that she waited so long to notify me but I am not sure how i should proceed. Any advice would be appreciated! Thank you! 

---

No you should not refund.  Send the buyer the delivery confirmation and make an electronic copy before it disappears.  Suggest the buyer check around and ask family and neighbors if they picked up the package for them.  If the buyer files an item not received via paypal send the delivery confirmation information.  USPS doesn't keep the tracking around that long so making a copy is extremely important as paypal gives the buyer 180 days to file.

[berserkerplanet]

>>SPS doesn't keep the tracking around that long so making a copy is extremely important as paypal gives
>>the buyer 180 days to file.

Not aware that PayPal will accept self made screenshots in lieu of online visible tracking or even as uploaded proof in an after INR case loss appeal.

(I screenshot/print everything myself, if for no other reason, than to have the info to know what is what if something comes up, but have never heard that it is of any use as an INR defense with eBay or PayPal)

[dgar24219]

Thank you i will keep record of the screenshots! 

[berserkerplanet]

If push comes to shove, and you have to defend against a PayPal INR dispute by providing tracking, and you have nothing to submit in defense (such as screenshots or printouts from your local PO internal network), you can obtain the tracking using a Freedom of Information Act (FOIA) request, and use it in a PayPal appeal after you lose the initial dispute.

That appears to be the way USPS is playing it these days, Instead of providing archive retrieval services as in the past, it's on a "force us to cough it up) basis due to Federal Law (FOIA).

You can read about the details and procedure here:
https://community.ebay.com/t5/Payments/Paypal-INR-case-opened-after-4-months-tracking-no-longer-in-U...