Missing Package Need Advice

[us_masta]

Here is my situation.  I have a buy who said he never recieved a package.  The tracking says it was deliveried in a mailbox. I have had this happen before and I asked him to wait a couple of days and it usually show up.  This time it did not.  This buyer only has 8 feedback and is new to ebay.  What do I do?  Is it my responiblity to call USPS?  Does the buyer need to contact USPS?  It was insured but if the packages says deliveried will they Refund my Money?  

[lex-talon · Accepted solution]

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@us_masta wrote:

Here is my situation.  I have a buy who said he never recieved a package.  The tracking says it was deliveried in a mailbox. I have had this happen before and I asked him to wait a couple of days and it usually show up.  This time it did not.  This buyer only has 8 feedback and is new to ebay.  What do I do?  Is it my responiblity to call USPS?  Does the buyer need to contact USPS?  It was insured but if the packages says deliveried will they Refund my Money?  

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You have done your job as a seller. Tracking says the package was delivered to the buyer's address. Advise the buyer to call or open a lost package claim on usps.com.

[kensgiftshop]

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@us_masta wrote:

Here is my situation.  I have a buy who said he never recieved a package.  The tracking says it was deliveried in a mailbox. I have had this happen before and I asked him to wait a couple of days and it usually show up.  This time it did not.  This buyer only has 8 feedback and is new to ebay.  What do I do?  Is it my responiblity to call USPS?  Does the buyer need to contact USPS?  It was insured but if the packages says deliveried will they Refund my Money?  

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If tracking shows the package was delivered, the buyer needs to contact the carrier to see where it was delivered.

Insurance is only good for packages that gets damaged or lost, once it's delivered, the insurance stops.

[couldabeenworse]

It was insured but if the packages says deliveried will they Refund my Money?  

Yes, it is still eligible for the insurance claim. 

You can either file the claim yourself, or provide the buyer with the documentation (copy of postal receipt) that he needs to file on his own behalf.  An important note: the buyer must provide a written statement of non-receipt dated after the claim window opens (15 days for priority mail). 

USPS may counter with the tracking information and even GPS data, but neither are proof of delivery.  Whoever files the claim should appeal if the claim is initially denied.

Sellers should of course cooperate with these claims, they same way they would expect buyers to cooperate on claims for items that arrive damaged.  Just because one's own backside is covered doesn't mean his job is done.

[castlemagicmemories]

You have delivery confirmation.  You are fine.

Ball is in the buyer's court now.  He needs to check with his Postmaster and see if GPS shows delivered to HIS mail box.  If delivered elsewhere, USPS may try to recover it and re-deliver it.  

Buyer should also check with his neighbors, his family, and inside and outside his home.  

If buyer opens an item not received case, enter the tracking number into it and submit.  Case will be found in your favor.

[monster-deals]

You do nothing but ask the buyer to open an INR case.

Call in immediately and have it closed after you upload the tracking.

BBL  that buyer and move on to the next fire.

You buyer has all the tools needed to help themselves better than you can possibly do yourself.

[couldabeenworse]

You do nothing but ask the buyer to open an INR case.

That is just sad.  Bad enough so many sellers have a "do nothing" attitude, but it's downright sleazy to sucker the buyer into an INR claim.

You buyer has all the tools needed to help themselves better than you can possibly do yourself.

False.  The buyer will need the seller's postage receipt and cooperation with the claim.

[robot-hands]

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@couldabeenworse wrote:

You do nothing but ask the buyer to open an INR case.

That is just sad.  Bad enough so many sellers have a "do nothing" attitude, but it's downright sleazy to sucker the buyer into an INR claim.

You buyer has all the tools needed to help themselves better than you can possibly do yourself.

False.  The buyer will need the seller's postage receipt and cooperation with the claim.

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Actually that is probably the smartest thing they could do. That keeps a noob buyer that opens an INR even when tracking shows delivered from leaving negative feedback.

...and not false. Insurance needs the reciept, not a package trace. Insurance is for the seller should they want to claim the loss.