INR claim

[gotitinpdx]

We received the following message - "Hi, I have not received my purchase yet. I ve checked everywhere even with my neighbors & no one has seen itI don t want to get eBay involved so please do something to take care of this. Thanks"

So i went and checked the tracking on the item and it shows delivered to the mailbox 11 days ago.   Then i went and looked at the buyers feedback.  She is a relatively new buyer (46 feedback) but has left numerous bad feedbacks.  The most recent is a negative feedback for another seller claiming the same thing as she is with me - and the seller responded saying they have provided her with suggestions.

The item sold was inexpensive,  but i am just not sure how to handle it.  I know that technically we have fulfilled our obligation (tracking proves that) but i don't want a negative feedback. On the otherhand based on her feedback to others it seems like she frequently does this so feeding into it isn't right.   Suggestions?

[green-night]

"Hi, I have not received my purchase yet. I ve checked everywhere even with my neighbors & no one has seen itI don t want to get eBay involved so please do something to take care of this. Thanks"

I would encourage them to open an Item Not Received dispute. 

[gotitinpdx]

So if they post an INR and the tracking is uploaded,  it will be found in our favor automatically correct? Or will i need to call?

Can they leave a negative feedback at that point?

[loveyourimagination49]

I've heard enter the tracking number into the case, while calling them, so they close the case in your favor.
They won't be able to leave feedback, if they do call and have it removed.
First you need to get the buyer to open the INR. If they don't they can leave feedback.

[green-night]

I don't think you need to call but I might do it anyways after uploading the tracking.    The buyer can't leave neg feedback once it is closed in your favor.  

[phcd1]

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@gotitinpdx wrote:

We received the following message - "Hi, I have not received my purchase yet. I ve checked everywhere even with my neighbors & no one has seen itI don t want to get eBay involved so please do something to take care of this. Thanks"...

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This sounds like something straight from these boards. The buyer appears to be shaking you down for a refund. What I would do is send the tracking number to the buyer and tell them that you opened a Mail Theft report with their local post office on their behalf and that the Postal Inspector should be contacting them shortly. See if they just go away (you really don't need to do that, but I would say I did). I bet the package magically shows up. If they do open a INR claim, simply enter the tracking number and you should be good. as long as it shows delivered. Keep all messages. Good Luck.

[gotitinpdx]

This was my response to her -"Hello. After receiving your message i checked the tracking on your package. It shows that it was delivered to your mailbox on the 17th. Have you checked with your local post office?I am not sure what you are asking of me?"

No response yet.  I will encourage her to file the INR.  Tracking definately says delivered to her mailbox.

[southern*sweet*tea]

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@phcd1 wrote:

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@gotitinpdx wrote:

We received the following message - "Hi, I have not received my purchase yet. I ve checked everywhere even with my neighbors & no one has seen itI don t want to get eBay involved so please do something to take care of this. Thanks"...

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This sounds like something straight from these boards. The buyer appears to be shaking you down for a refund. What I would do is send the tracking number to the buyer and tell them that you opened a Mail Theft report with their local post office on their behalf and that the Postal Inspector should be contacting them shortly. See if they just go away (you really don't need to do that, but I would say I did). I bet the package magically shows up. If they do open a INR claim, simply enter the tracking number and you should be good. as long as it shows delivered. Keep all messages. Good Luck.

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I get maybe three or four of these a year, always non-book items (surprise, surprise)  I do this and glory hallujiah! The packages magically appear along with an apology for wasting my time!

Yeah, uh-huh...sure...it was never delivered. The package fairy dropped it down from the heavens. 

[duchess-at-speakeasy]

Good response!  Always toss the ball into the buyer's court and let him/her trip over it!  

Your buyer forgot an important detail -- ask USPS, specifically the mail carrier, where the package was delivered.  Might have been to a similar name or address clear across town, maybe not even in the same zip code!  GPS coordinates are a wonderful thing!

~~C~~

[ham*i*am46]

This happened to me two weeks ago. Buyer claimed item not received less than an hour after tracking showed delivered. She said it was my fault and wanted a refund and that she checked with neighbors, the people in her family, etc. Told her I was sorry and to send me the name, address and phone number of her post office and I would be happy to file a stolen package claim. No response until monday when she opened a return case for item does not fit. Agreed to take the return, it was never returned and case closed. She was a new buyer. Try the stolen package claim and see where it goes.

[tripper101]

Really the only thing you want to say to a customer in this situation is to encourage them to file an inr case.  This way you can enter the tracking number and it is over done.  They can't leave negative feedback and you have a defence against them trying to use paypal to get a refund.  A closed case in your favor will win at a charge back attempt.  If they do not file an inr then they have the option to leave negative feedback and mess with you for up to 6 months on paypal.  Tracking info, emails, messages, ect can go away leaving you a problem.  Once you win the case then encourage the customer to contact ebay direct with their problem.  They may get a courtesy refund from ebay.  If they try getting a refund from ebay to many times then and only then will ebay will take action against a buyer.  Even if you decide to refund the buyer for your own personnel reasons you want to refund after you win an inr case.  You can simply refund through paypal with a click whether you have won an inr or not.

[gotitinpdx]

Thanks for all the responses.  Amazingly she hasn't responded to my initial response.  If she does i will just reiterate "file an INR". 

[gotitinpdx]

Well she did it.  This morning she sent me several messages and i reiterated to file INR.  She did and i uploaded the tracking number showing delivered.  It should close right away automatically correct?

[pf9000]

You say, item sold was inexpensive? OK then, refund the money, and block the buyer from any further purchases.

[green-night]

^^^^^     Thumbs down.