Package "Stolen", Buyer Filed Payment Dispute

[happygirlcreations]

I recently shipped an item to a customer and a day after it was marked as being delivered the buyer contacted me and stated she didn't receive it. She claimed to have already asked her neighbors about it, but no one had seen it. I advised her to contact her post office and/or speak to her mail carrier about it to see if they could locate it. She sent me a message telling me that USPS contacted her and they said it had been stolen. She proceeded to ask me if the package was insured- it was a cheap item (less than $20), so ofcourse it wasn't insured since it went First Class. When I told her it wasn't, she was quick to file a payment dispute with her bank, she stated I "made her pay for shipping" and that I didn't insure it, and didn't mention anything about it being stolen in the last message. She only said that it wasn't received. 

I've already tried fighting one ludicrous payment dispute before and ended up losing, so I already figure the bank is going to side with her. I also realize it is a cheap item and I should probably just accept the dispute and be done with the matter, but before I do so I wanted to ask if there is anything that can be done if the buyer has claimed the post office told her it was stolen. Should I contact her post office and ask about it? I'm sick and tired of these scummy, scammy buyers trying to get stuff for free. It is happening more and more frequently and I'm sick of it! Walmart and Amazon may be able to eat the cost when replacing items and refunding money, but my husband and I use this money to pay our bills and I like to try to fight these lousy buyers when possible. So, if it really has been "stolen" should the buyer file a police report? Also, does anyone know if a buyer can cancel a payment dispute after they've filed one? Thanks for any advice!

[alcoforever]

I'm sure a buyer can cancel a payment dispute once opened.

As for the police report, if the buyer never mentions stolen to the bank, then a police report would not be required.   Upshot is the buyer will most likely win the dispute.

Insurance in this case would have been of no use as the USPS will not pay an insurance claim once delivery confirmation shows delivered.

If the buyer were to open a case with ebay, delivery confirmation would get you off the hook.  Unfortunately, that doesn't look like what's happening.

There is a slim chance that if you contact ebay CS and can show them the communication mentioning stolen, ebay may shield you from the refund by making a courtesy refund from ebay money.  Again, I think the chance is slim but it may be worth a try.

Sorry for the bad news.   Failing the above, about all you can do is block the buyer and take the loss.

[albertabrightalberta]

@happygirlcreations 

This is an easy one for you! 

Tell the buyer to go to the transaction and open a dispute for INR (item not received). 

Then you respond to the case with the tracking number, adding in the comments, "According to USPS tracking number _____, item was delivered on (date) at (time). 

The dispute will give the buyer a few days (4?) to respond, after which you can ask ebay to step in. Ebay WILL find in your favor. 

INR when tracking shows delivery is a slam-dunk for the seller. 

[happygirlcreations]

Yeah, I figured as much, but I wanted to make sure there was nothing I was overlooking. Thanks for your input!

[happygirlcreations]

The buyer did open a case with Ebay (I didn't mention that in my original message), but once they realized there was no insurance on the package they decided to open a payment dispute with their bank. Once that happens Ebay closes the case that the buyer has opened through them and they pretty much wash their hands of the matter. At that point sellers are pretty much SOL. I wish I was only dealing with an INR case, but they have circumvented that and usually at this point sellers have no recourse. Yes, if it was only an INR case through Ebay it would close in my favor, but unfortunately I have to deal with the buyer's bank now and they pretty much will side with them. 

[itscalledapostingid]

They are claiming it was not received and you have tracking number to prove it was delivered.

There should be no reason for you to lose this dispute.

Handling payment disputes 

[pjcdn2005 · Accepted solution]

  I agree with @itscalledapostingid  if you submit the tracking number to the payment dispute and tracking shows delivery, eBay will cover you even if the credit card company rules in favor of the buyer.

[albertabrightalberta]

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@happygirlcreations wrote:

The buyer did open a case with Ebay (I didn't mention that in my original message), but once they realized there was no insurance on the package they decided to open a payment dispute with their bank. Once that happens Ebay closes the case that the buyer has opened through them and they pretty much wash their hands of the matter. At that point sellers are pretty much SOL. I wish I was only dealing with an INR case, but they have circumvented that and usually at this point sellers have no recourse. Yes, if it was only an INR case through Ebay it would close in my favor, but unfortunately I have to deal with the buyer's bank now and they pretty much will side with them. 

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Even if there were insurance, it wouldn't have helped. USPS won't cover an item that was delivered. The buyer is expected to have a safe and secure way of receiving mail and if it's stolen after being delivered to the buyer, that's on the buyer.

If you lose the chargeback case, you need to contact ebay for your seller protection. 

[happygirlcreations]

Thanks to everyone for your input. I decided to go ahead and attempt a dispute after reading the exact policy on payment disputes and the seller protection for that. I honestly was not expecting much after reading so many people commenting that trying to fight payment disputes was usually useless. I was just notified that the financial institution, no surprise, ruled in the buyer's favor. I immediately contacted Ebay though and they're still paying out the funds to me and not charging the payment dispute fee. Thanks so much!