Missing Package

[gizmo_nerd]

My buyer claims they never received a package I sent them containing 7 items. Tracking says the box was delivered 4 days ago. I haven’t responded yet, but in their initial message they’re demanding I send replacement items or a full refund. What’s the best way for me to move forward?

[frodobagginskennedy]

you need to respond to the case with the tracking number immediately.  If it shows delivered and E bay can view it then they will close the case in your favor.

You may want to call the Post Office and ask them to check their GPS records to make sure they were delivered to the correct address,

[simba6]

Respond to the case with the tracking number.  That will show it was delivered and it's no longer your problem.

[wastingtime101]

Did the buyer file an item not received claim @gizmo_nerd, or did they send an eBay message?

If they filed an INR then upload tracking to the claim. Buyers are responsible for providing a secure delivery location. Sellers are not responsible for refunds when a package is successfully delivered.

Whether they filed an INR or not you can send them a message.

Buyer,

According to tracking [number/carrier], your package was delivered on [date]. Here are some steps you can take to try and locate the package.

1. Call your local PO and ask them to check the GPS coordinates to make sure it wasn't delivered to a neighbor.

2. If they confirm it was delivered to your address, ask them to check with the carrier to find out where the package was left. Sometimes carriers will leave packages by the garage or behind the bushes if they think it's more secure.

3. Check with other members of your household and your neighbors to see if someone else picked up the package and put it aside for you.

4. If you come to the conclusion that the package was stolen off your porch then you can file a report with the police, USPS and your homeowners insurance.

5. If theft is a pattern in your area, then look into more secure delivery options such as a box for your porch, a PO box, or having packages delivered to a friend/family member.

Seller

[klhmdg]

Have they filed a Not Received case or just messaged you.

If you have only received a message, let the buyer know that the item shows delivered and advise them to check around their house. To check with neighbors and to contact their PO, if sent USPS.

If they have filed a case with eBay - upload tracking to the case showing delivery.

[gizmo_nerd]

Just to answer everyone’s questions, I only received a message. The buyer has not opened a case. I know I need to respond, I just wanted to know if I was responsible for a lost/stolen package. Thanks for the great responses. That was fast!

[buyselljack2016]

I print an "Online Label Record" with every item that I ship.

When such an issue arises I reply to the buyer and include a copy of that record that shows the tracking #, and shipping to the address provided.

[gizmo_nerd]

The buyer just opened a case, despite the fact tracking states it was delivered on April 13th. I'm not sure why he thinks it's my responsibility to pay. I've uploaded tracking to the case. Any idea how long it'll take for eBay to close the case? I'm assuming they'll rule in my favor with the tracking information. 

[vintagecraze50]

For I did not get it folks, respond to the message with the tracking info showing delivered. If they open a case against you you do the same putting the tracking info into the case showing delivered. That should solve the problem. You can also call the destination Post office where this package was delivered and do your own research with proof from them that the  item was or was not delivered. They can tell you where the package was delivered for additional proof.

[wastingtime101]

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@gizmo_nerd wrote:

The buyer just opened a case, despite the fact tracking states it was delivered on April 13th. I'm not sure why he thinks it's my responsibility to pay. I've uploaded tracking to the case. Any idea how long it'll take for eBay to close the case? I'm assuming they'll rule in my favor with the tracking information. 

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In a few days you will be able to ask eBay to step in which will close the case in your favor. If you take no action then it will hang open until it times out in about a month.