Buyer opened returned on DELIVERED item they say never arrived. How do I handle this?

[viennaofravenclaw]

I recently sold as item and shipped it USPS First Class with tracking. The tracking number says it was delivered today but the buyer has opened a return saying it was not delivered. They've opened the return under "item damaged or missing parts". If I accept the return I'm out the money and the item. As the tracking clearly says the item was delivered, I do not think I should be forced to accept the return. Am I correct in thinking I am not responsible for items lost/stolen AFTER delivery? How should I handle this? I have already messaged buyer asking them to check with neighbors and their post office but I would like advice on where to go from here. 

Thanks!

[chrysylys]

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@viennaofravenclaw wrote:

but the buyer has opened a return saying it was not delivered.

They've opened the return under "item damaged or missing parts".

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How are you interpreting 'damaged or missing parts' as 'not delivered'?

They're saying they got it, but it's damaged or missing something.

[missjen831]

So the buyer opened a return request for “item damaged or missing parts” and in the details they state that they did not receive anything? “Item damages or missing parts” doesnt

mean the buyer is saying they didn’t get the item, it means the item was damaged or parts were missing and the tracking number is irrelevant. It sounds like the buyer told you they received nothing? If so they have  nothing to return. If you accept the return eBay gives the buyer 5 business days to ship the item back which the buyer can’t do so I fail to see how you will be out anything.

[viennaofravenclaw]

No what I am saying is the buyer opened the return for a different/false reason. They opened it under the missing parts category but all they are saying is their item was not delivered. They are not claiming it is broken or didn't arrive with everything they are saying it didn't arrive at all but opened the return under that category.

[viennaofravenclaw]

No what I am saying is the buyer opened the return for a different/false reason. They opened it under the missing parts category but all they are saying is their item was not delivered. They are not claiming it is broken or didn't arrive with everything they are saying it didn't arrive at all but opened the return under that category. This is why I need advice on how to handle as BUYER opened return under a wrong/false category

[viennaofravenclaw]

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They're saying they got it, but it's damaged or missing something.

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They aren't saying they got it and that it's damaged, they're saying they didn't get it al all but chose to open the return under the "Missing parts" category. Sorry should have been more clear

[hidy-hoo]

@viennaofravenclaw  What exactly does the buyer say in the request?  Have you asked the buyer why they chose to open the request using the damaged/missing parts option?

[vintagecraze50]

Did they message you and do you have a record of them telling you they did not receive the item?

[missjen831]

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@viennaofravenclaw wrote:

No what I am saying is the buyer opened the return for a different/false reason. They opened it under the missing parts category but all they are saying is their item was not delivered. They are not claiming it is broken or didn't arrive with everything they are saying it didn't arrive at all but opened the return under that category. This is why I need advice on how to handle as BUYER opened return under a wrong/false category

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Um that’s exactly what I said. They probably opened that kind of return because they know they will lose an INR. The closest match to their situation is “damaged or missing parts”. On the 3rd business day call eBay and ask them to close the request since the buyer admits in the return details that they did not receive the item. 

[vintagecraze50]

You may need to straighten this request out by calling Ebay and have them review the message in the request. If they chose the wrong request, then I think they need to close that one and if you have tracking showing delivered there is no I DID NOT RECEIVE IT.

[viennaofravenclaw]

Here is a copy of what the return says
Info from the buyer

Reason

Missing parts or pieces

Comments

Never recieved package. EBay says the product is delivered but nothing has shown up at my door

that is copy/pasted right from the report. I have not asked them why they opened the return under that category.

[viennaofravenclaw]

Their comment on the return was
" Never recieved package. EBay says the product is delivered but nothing has shown up at my door. "
I have that on record on the official return request.

[viennaofravenclaw]

Ok I will try that. Thank you and sorry for the confusing post! This whole thing has me stressed out!

[vintagecraze50]

I would not even wait three days to get this closed out. I would call now and go over it with  Ebay and get it gone.

[vintagecraze50]

Nothing to stress about. Buyer said did not get it--you have proof through tracking they got it. You have record of them opening a damaged item when they did not even get it. GET IT!