Package was delivered but buyer claims he did not receive it.

[crazyauntjulie]

I received a message from my Buyer who claims he did not receive the package.  Per the tracking, the package was "Delivered Left with Individual".  The Buyer is claiming the package was not left with him.  I'm not sure what to do in this situation.  Can I file a claim with the USPS (it was a Priority mail package)?  Do I just have to take the Buyer's word for it that he never received the package and refund his money?  Any help would be appreciated!

[heckofagame]

Your job is to get the package delivered. If the tracking shows as delivered, then your responsibility is covered. If they open an item not received case, respond to the case by entering the tracking number in the space provided. 

[b-rren-zwrad9mr57]

Hi, I have had issues with USPS lately losing my packages within the USPS.  First time in over 2 years. Just in the last month 2 packages lost. I used first class with tracking, thus, no insurance or compensation from USPS.  I, as the Seller, fully refunded my two Buyers at a loss for me. Undelivered packages are still not found. I'm forced to use more expensive Priority Shipping.

However, I believe in your situation, since the item WAS delivered, it is out of your hands. This problem lies between your Buyer and his mail service.  If it were me I would let the buyer know that you are sorry for his loss, however once the item has been delivered it is out of your hands and nothing you can do. So I would not refund this Buyer. Hope this helps. 

[aprilmoviebuf2000]

No, you do not have to take the buyer's word for it.  Do not refund.  
USPS will not do anything with a lost package claim if the tracking shows delivered. 
Has the buyer opened an Item Not Received case?  If so, enter the tracking showing delivery into case and call it done.  
If the buyer is simply messaging you, you can respond by pointing out that the tracking shows delivered and it is out of your hands.  Suggest they check with their PO, who can check the gps coordinates of the delivery scan....to be sure it did not get dropped off at a neighbor's or some such thing.  Keep it short and courteous, but again you have no control over the delivery, and don't let them bully you into thinking you do.  

[kensgiftshop]

Tell buyer that tracking shows it was delivered and they need to contact the carrier, since they said they delivered it.

If the buyer files an INR, respond to the case and upload the tracking number and you should be ok, if it shows it was delivered to the buyers zip code.

[ramsesosirus]

Since the item's tracking will show "delivered", I think you're good on your obligation.  Item not as described could still be an issue (but that means the buyer would have had to admit to getting it), but the bad feedback could hurt.  I'd wait for the feedback and reply to it with something along the lines of "tracking showed delivered".   

I'd hate to have to start going with signature confirmation but it is heading that way.

I'd also hate if the package really was stolen, it happens more than it should off of people's porches. 

[wastingtime101]

If they filed an INR (item not received claim) then upload tracking to the claim @crazyauntjulie. 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.

Call your local PO and ask them to check with the carrier to find out where the package was left. Ask them if the individual was at your residence or perhaps the neighbor.

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.

Seller

[crazyauntjulie]

Thank you so much for your response.  I replied to the Buyer and of course he is unhappy and is going to open a Claim (he even suggests I contact my Insurance Company!).  Once the claim is opened I will upload the tracking that shows the item was delivered and hopefully that puts an end to this!  Julie

[wastingtime101]

Hey Julie, you may want to give the buyer's PO a call yourself and ask them to speak with carrier to find out who accepted that package and whether or not it was someone at the buyer's address or a neighbor.