Item Not Delivered Case

[ps_traders_llc]

Hello, 

I have a customer who opened a case claiming that his package never arrived. I'm not too worried, as the tracking shows that UPS delivered this package to the correct address almost 2 weeks ago.  I've also responded to the claim by updating the tracking number and reaching out to him.

He is unwilling to reach out to the carrier to inquire about opening a missing package case, as I suggested, and seems to expect an instant refund from me. I wanted to be helpful and open a case with UPS for him, but UPS won't allow me to open one from my end. 

He's planning to call and talk to an eBay rep. about it tomorrow, so I'm also wondering if there are any curveballs I should look out for since he's doing that. 

My understanding is that eBay won't hold this against us since tracking shows that the package is delivered, but I guess I want to make sure that that's true. I also want to know if eBay eats the cost and refunds customer's in these kinds of cases, as it is possible that the carrier actually did make a mistake.

eBay will look at the case on the 19th it it isn't resolved by then, which seems like a long time away from today (the 14th), so I am also wondering if there is anything else I should do. I'm being as understanding and cordial to the customer as I can be, but he's definitely irritated.

Thanks!

[albertabrightalberta]

As long as you responded to the actual INR case, it will close in your favor. 

Just don't assume that ebay (AI) will look at the order for the tracking number to verify delivery. You MUST copy it into the claim.  

Don't worry about whether the buyer will follow up with his carrier or p.o. 

[ps_traders_llc]

Okay. Thank you 🙂 I was sure to add the tracking to the case right away. I appreciate the confirmation!

[soh.maryl]

So your buyer is unwilling to reach out to the carrier, which could help resolve the issue, but is going to contact eBay, where he'll get no help at all other than to be told to check with the carrier?  

[pcmwire]

What others above have said is right. You are covered by Seller Protection in an INR as long as you follow the rules (tracked service, order has a delivery scan, etc.). eBay will rule in your favor. Sellers do get something out of the commission eBay charges for selling on their platform.

eBay may refund the customer through the Money Back Guarantee although that depends on various factors, such as if the buyer as made MBG claims in the past. They will not charge you though.

Depending on the service, UPS may have taken a picture showing the package delivered which can also help your case/resolve any issues such as delivered to wrong address.