How do I file a claim when INR due to misdelivery?

[academic.ealim.books]

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered?  IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox."  It wasn't. 

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine.  So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response.  Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

[green-night]

---

@beez5720 wrote:
@ trinton@ebay
Whoa! Are you saying the SELLER is to refund a mis-delivered package? I thought ebay was to protect both buyer and seller when neither is at fault? Is the seller is going to take a loss on this because the USPS messed up?

---

Yeah, I thought that was odd advice from Trinton as well but given the tone of the OP I am not surprised.

This is a simple issue in my eyes:  eBay offers sellers protection in the these instances, so for the OP to say the seller "should do the right thing"  and issue a  refund is ludicrous. 

This answer to this thread was answered almost right off the bat - call eBay OP and ask for a courtesy refund.  Your seller doesn't owe you jack. 

[johnrj1226]

@bonjourami wrote:

The seller is only responsible to deliver the item to your zip code,  WHAT!!! you would not win the case.This is Usps fault, not the seller. Did you pay by cc? If so, you can try to do a chargeback,but since tracking shows delivered to your zip, I dont think a chargeback is possible.

---

By eBays own rules, the seller is responsible for getting the purchase shipped to the buyers ship to address in the condition it was described in the listing.  I would assume the buyers ship to address  also includes the  zip code, street name & house number or Apartment number or PO Box, City & State.

Don't think that  close to the buyers  address  counts - this is not a game of horse shoes - it is a specific agreement between the buyer & seller.

The  local  Post Master  can get  a GSP report showing precisely where the  carrier delivered the package.  May take some effort to get it but it  can be done.   Not  certain if the intra USPS tracking report (much more detailed  than what we see on eBay or the USPS.com site) would show this or not -I've  had 2 or  3  pulled over the  years and  can't recall. - if it does then  this can be obtained by the seller rather easily. No pain no gain.

---

[beez5720]

@muttlymob -
Perhaps the SELLER can file a claim for a mis-delivered package, but it cannot be done online through the automated process because it shows delivered. It would have to be done through the actual post office by a human representative andthe post office would make every effort to retrieve and re-delivery the package to the correct address before even entertaining a claim.
But a seller only has a certain amount of time to resolve an INR case. So then the issue becomes... who's responsible for refunding the buyer in an INR case when the seller has fulfilled the transaction? Ebay needs to stand by their promise to both the buyer and the seller on these types of protections.

[myangelandmyprincess]

The correct information was given originally whether the op liked it or not.  Buyers lose these cases but can win on an appeal with the gps evidence.  

Filing with the cc is also a possibility the cc will refund you the seller will still be protected.  

[s.kms_25]

---

@Anonymous wrote:

---

@academic.ealim.books wrote:

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered?  IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox."  It wasn't. 

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine.  So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response.  Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

---

Hi @academic.ealim.books, while tracking information is the primary source we use for a case decision, we are able to offer protection if there is evidence that an item was not delivered to the correct address. You can open an item not received request through the Resolution Center or by contacting Customer Service directly. Be sure to provide the evidence of misdelivery in your request so your seller can review to provide you with a refund, replacement, or redelivery or so we can refer to this information if we are asked to step in.

---

@Anonymous 

Wait a darned minute! You're saying the seller has to refund for a USPS screw up? So sellers have no INR protection now?  

If that's the case, I recommed that all sellers give up now. It's bad enough they abuse the SNAD constantly, but allowing them to get refunded when tracking shows delivery is utter tripe!

[academic.ealim.books]

---

@s.kms_25 wrote:

---

@Anonymous wrote:

---

@academic.ealim.books wrote:

How do I file a claim and get my money back on an item that was never delivered to me because it was misdelivered?  IF I file an INR, eBay will revert to the tracking info which shows "Item delivered at mailbox."  It wasn't. 

To preemptively answer the typical questions: No one else in the household, I checked mailbox within 40-minutes of the time it was stamped as delivered, their are no porch pirates in this neighborhood and they certainly would not have been around at the time it shows delivered as it was a torrential downpour and no none of the neighbors have it.

I checked with the USPS and the GPS tracking shows that the item was scanned delivered on a different street than mine.  So the USPS messed up the delivery and isn't the seller responsible for their shipper and any errors?

I have contacted the seller and heard nothing in response.  Seem like I have already expended energy that the seller should have done?

So how do I work within the eBay system to get a refund?

---

Hi @academic.ealim.books, while tracking information is the primary source we use for a case decision, we are able to offer protection if there is evidence that an item was not delivered to the correct address. You can open an item not received request through the Resolution Center or by contacting Customer Service directly. Be sure to provide the evidence of misdelivery in your request so your seller can review to provide you with a refund, replacement, or redelivery or so we can refer to this information if we are asked to step in.

---

@Anonymous 

Wait a darned minute! You're saying the seller has to refund for a USPS screw up? So sellers have no INR protection now?  

If that's the case, I recommed that all sellers give up now. It's bad enough they abuse the SNAD constantly, but allowing them to get refunded when tracking shows delivery is utter tripe!

---

This is exactly my point and the reason for prolonging this thread.  As a seller I hire the USPS to make a delivery for me!  If I don't like USPS then I can hire someone else.  But as the seller, I am responsible to see to it that what I send gets delivered.

The seller protection comes when someone tries to scam the system by claiming an item was not received, when in fact it was.  That was not the situation in this case and proved by the GPS data.  The package was delivered who knows where and thus the seller and THE SELLER"S AGENT are responsible for the loss, not the buyer.

Shoot if you went on line and bought $250 of something from LLBean and never got it, but the tracking showed it as "delivered" would you expect to "eat" the loss or have Bean reimburse you?  Why do sellers here have a different expectation?

We need to differentiate between scams and scr*w ups by the delivery service.

BUT, just like there will be false SNAD claims, there will be mis-deliveries.  That is just part of selling/retail.  So those that are prepared for an occasional loss via mis-delivery, can take it out of their cookie jar self insurance fund.  

From the reactions here it looks like a lot of sellers want to ship and forget it.  As long as the scan shows "delivered" they won't lift a finger, even when the GPS data shows that the company they hired to deliver their goods, messed up!  

Sorry to see so many, not willing to provide good customer service!  Sigh.

[academic.ealim.books]

---

@green-night wrote:

---

@beez5720 wrote:
@ trinton@ebay
Whoa! Are you saying the SELLER is to refund a mis-delivered package? I thought ebay was to protect both buyer and seller when neither is at fault? Is the seller is going to take a loss on this because the USPS messed up?

---

Yeah, I thought that was odd advice from Trinton as well but given the tone of the OP I am not surprised.

This is a simple issue in my eyes:  eBay offers sellers protection in the these instances, so for the OP to say the seller "should do the right thing"  and issue a  refund is ludicrous. 

This answer to this thread was answered almost right off the bat - call eBay OP and ask for a courtesy refund.  Your seller doesn't owe you jack. 

---

I am astonished at this reply!  The package was never delivered to the buyer and the seller, who hired the shipper wants the buyer to take the hit?

So you are saying that once you ship something your job is done and you are no longer responsible?  Huh?

This is like hiring a Plumber to install a new electric hot water tank.  The installation requires new electric lines, so the Plumber hires a licensed electrician to run the lines.  You the homeowner have no hand in selecting the electrician.  So the electrician is the Plumber's "agent" or subcontractor.  But unfortunately the electrician mess up the installation and the water tank doesn't work.  Who are you going to go after?  Or are you going to take the loss because it wasn't the Plumber's fault?  After all the plumber ran the water lines correctly and installed the correct hot water tank, just the electrical lines were messed up, by the service the plumber hired.  I guess from reading here, most people think that THEY should contact the electrician!  WRONG!  Your contract is with the Plumber and getting in the middle of his way of operating might deprive him of seeking remedies and thus make you liable for extra costs.  The point is that who YOU HIRE IS RESPONSIBLE to get the job done, all parts.    But then again, because it wasn't the Plumber's direct "fault" under the logic here, you should just eat the loss!  Amazing!

Unfortunately the correct answer is what happened!  The seller had to issue a full refund, per an ebay case!  eBay should not be responsible for the mis-actions of the seller's agent!

Oh and what was meant by this?

but given the tone of the OP I am not surprised.

Was that really necessary?  a page out of Andrew Carnegie? 

[academic.ealim.books]

---

@johnrj1226 wrote:

@bonjourami wrote:

The seller is only responsible to deliver the item to your zip code,  WHAT!!! you would not win the case.This is Usps fault, not the seller. Did you pay by cc? If so, you can try to do a chargeback,but since tracking shows delivered to your zip, I dont think a chargeback is possible.

---

By eBays own rules, the seller is responsible for getting the purchase shipped to the buyers ship to address in the condition it was described in the listing.  I would assume the buyers ship to address  also includes the  zip code, street name & house number or Apartment number or PO Box, City & State.

Don't think that  close to the buyers  address  counts - this is not a game of horse shoes - it is a specific agreement between the buyer & seller.

The  local  Post Master  can get  a GSP report showing precisely where the  carrier delivered the package.  May take some effort to get it but it  can be done.   Not  certain if the intra USPS tracking report (much more detailed  than what we see on eBay or the USPS.com site) would show this or not -I've  had 2 or  3  pulled over the  years and  can't recall. - if it does then  this can be obtained by the seller rather easily. No pain no gain.

---

---

DING, DING, DING!  Winner, winner, chicken dinner!

FINALLY!  Someone who gets it!

[beez5720]

It's not about sellers not WANTING to provide customer service, but do you REALLY think it's fair for a seller to take a loss on an INR case when EBAY is supposed to protect them as well as protect you? It's not, and THAT is where sellers are concerned on this thread. If ebay isn't going to protect us on "delivered" items in which we have no recourse, it's just too risky to sell here (or any platform) that is going to force sellers to issue refunds on a protected transaction. YOUR seller is expecting ebay to follow through on their promise to them, just as YOU expect ebay to honor your MBG. You are putting the blame on the seller for not wanting to lose money for something he sold, and THAT is where you are wrong. As a seller, you should know how important having that protection is.

I find it ironic that you are "astonished" that sellers do not want to take the hit on something they shipped, yet at the same time YOU don't want to take the hit on something that wasn't delivered.

THIS REFUND IS ON EBAY, NOT YOUR SELLER.

[johnrj1226]

With all this  back and forth stated opinions has any one approached  USPS to make the seller whole as  they are the party that screwed things up??  I scanned thru  all the postings and  couldn't come up with one but I might  have missed one.   Don't know  how this item was shipped or if there was sufficient insurance coverage for the item plus s&h.  If there  was then was some coverage or 100% coverage USPS should be on the hook - unless  the  have  a secrete escape  hatch/door.  But there maybe be a time limit and the OP needs  hard evidence with a document that shows the miss-delivered package on some sort of USPS stamped & dated official document.  Me thinks the seller needs to bird dog this issue.

PS:  FYI my sell to buy ratio is about 15 : 1

[klhmdg]

I also keep see that the "seller" chose USPS. As far as I know the seller picks a shipping company BUT the "buyer" can choose the cheapest media mail OR upgrade to have insurance.

eBay is allowing "buyers" to choose shipping methods now. 

The buyer has final say on how much $ they spend on shipping. USPS should be on the hook for the misdelivered package and had the buyer purchased insurance on the item USPS would be.

[academic.ealim.books]

---

@beez5720 wrote:
It's not about sellers not WANTING to provide customer service, but do you REALLY think it's fair for a seller to take a loss on an INR case when EBAY is supposed to protect them as well as protect you? It's not, and THAT is where sellers are concerned on this thread. If ebay isn't going to protect us on "delivered" items in which we have no recourse, it's just too risky to sell here (or any platform) that is going to force sellers to issue refunds on a protected transaction. YOUR seller is expecting ebay to follow through on their promise to them, just as YOU expect ebay to honor your MBG. You are putting the blame on the seller for not wanting to lose money for something he sold, and THAT is where you are wrong. As a seller, you should know how important having that protection is.

I find it ironic that you are "astonished" that sellers do not want to take the hit on something they shipped, yet at the same time YOU don't want to take the hit on something that wasn't delivered.

THIS REFUND IS ON EBAY, NOT YOUR SELLER.

---

@beez5720

Now I am astonished at this reply! 

Take a look at the plumber-electrician example above in post #52.  Perhaps that can clarify one's thinking.

As a seller I am dismayed that apparently many sellers here do not wish to take responsibility for seeing to it that their items are properly delivered to their buyers.   Good customer services means good "service" throughout all phases of the transaction: Purchase to delivery!

Because eBay provided a place where the buyer & seller could meet, then eBay is responsible for shipping scr*w ups?  Huh?  So I go on Home Advisor and find the plumber in the example in Post #52 and when the electrician mess up, I should expect Home Advisor to pay?

[academic.ealim.books]

---

@muttlymob wrote:

---

@beez5720 wrote:
The seller cannot even file a claim because it was delivered.

---

The PO admitted the package was not delivered to the intended recipient.

An insurance claim can indeed be opened for a package that has been scanned as delivered - it will likely initially be denied but when evidence or signed statement from intended recipient is submitted it might be approved.

---

Let me use this post to make a very FINE but important point.  Everyone seems to be hung up on the word "Delivered" as if that were the end of the story.  In most cases it it.  However, there are some situations where a package is misdelivered and then "delivered" doesn't mean delivered at the correct location.

USPS procedure for a package with tracking is to scan the package as "delivered" when it is deposited in the mailbox or delivery location.  The scanning of that package has a Global Positioning System (GPS) tracker on it which records the Latitude & Longitude of the scanner when the package is scanned.  From that GPS data the USPS can pin-point what address the package was delivered to.  So a package could be scanned anywhere as "delivered" but the GPS data proves that the location is what was on the address label or not.

A claim with the USPS would not need a statement from the intended recipient, IF the USPS's own data proves the item was misdelivered.    But because the seller paid the USPS, the seller is the one that files the claim.  I would think that if one includes information about the misdelivery in the initial claim there would be no need to initially denied.  USPS should be able to search its own database to find the misdelivered address.  They just might not think to do that unless prompted with the initial claim.

[green-night]

This is like hiring a Plumber to install a new electric hot water tank.  The installation requires new electric lines, so the Plumber hires a licensed electrician to run the lines.  You the homeowner have no hand in selecting the electrician.  So the electrician is the Plumber's "agent" or subcontractor.  But unfortunately the electrician mess up the installation and the water tank doesn't work.  Who are you going to go after?  Or are you going to take the loss because it wasn't the Plumber's fault?  After all the plumber ran the water lines correctly and installed the correct hot water tank, just the electrical lines were messed up, by the service the plumber hired.  I guess from reading here, most people think that THEY should contact the electrician!  WRONG!  Your contract is with the Plumber and getting in the middle of his way of operating might deprive him of seeking remedies and thus make you liable for extra costs.  The point is that who YOU HIRE IS RESPONSIBLE to get the job done, all parts.    But then again, because it wasn't the Plumber's direct "fault" under the logic here, you should just eat the loss!  Amazing!

Unfortunately the correct answer is what happened!  The seller had to issue a full refund, per an ebay case!  eBay should not be responsible for the mis-actions of the seller's agent!

There are a couple of problems with your analogy. 

#1 -    IF the way it worked here in a case like yours was that the seller issues you a refund and then gets reimbursed by eBay then that would be perfectly fine with me.   It DOESN'T work that way, however, and that is by eBay's design.  If you have a problem with the process you have to go through to ultimately receive a refund in the situation then your beef is again with eBay and NOT your seller.

#2  - Whether or not YOU think eBay should or shouldn't be responsible for the sellers agent is completely irrelevant.  eBay seller protection is something eBay offers its seller so who are you to say they shouldn't enjoy or take advantage of that very protection?   Perhaps one day you will find yourself in the very same predicament and when it's your money on the line that eBay is willing to protect, then lets see how quick you are to forfeit it. 

[academic.ealim.books]

---

@myangelandmyprincess wrote:

The correct information was given originally whether the op liked it or not.  Buyers lose these cases but can win on an appeal with the gps evidence.  

Filing with the cc is also a possibility the cc will refund you the seller will still be protected.  

---

Yes, but the point of my post was just that.  I was not interested in an iterative process and thus looking for a "how to" as to avoid such.

Looks like I found it with the help of Trinton!  

Maybe something else eBay needs to look into fixing?  Why can't the seller receive the GPS data where the item was delivered or that converted into address?  or Why isn't there a clear option for defining INR as misdelivered, such that the GPS data can be supplied first time?  I'm just asking