Tracking number says item still out for delivery, yet eBay allows seller to file "not received"..

[discofriend]

Item is still out for deliver because of a problem with the buyer's address... Buyer files "buyer hasn't received their item yet" even though this information is in eBay's knowledge base as it has a tracking number...

I have to contact the seller to explain the news that they need to look into this with FedEx.. 

Why doesn't eBay tell the customer that the item is still out for delivery? 

Given eBay's behavior lately, I half expect to get a strike or something for this... But it is in the hands of FedEx and the buyer and eBay's giant super computer brain somehow cannot understand this..

[divwido]

Enter EVERYTHING you said to the buyer in the case.  Add that it shows out for delivery, but there is an issue with the address.  Don't let the buyer win because you did not fight.

[femmefan1946]

If it is not delivered, it is not delivered.

EBay doesn't want Proof of Shipping, they need Proof of Delivery.

You can send the buyer the tracking number again, just put it in the Dispute so eBay (likely robots of course) can see it too.

Then try to schmooze the buyer into being more patient.

If you cannot prove Delivery however, you either refund voluntarily or eBay will refund for you, give you a Defect and take the money from your account.

I'd suggest politely asking the buyer to give you until -- Friday ? or maybe next Monday?-- after which you will send a full refund.
In the same message, mention that if the refund is given, when the purchase does arrive, you will send an invoice to make it easy for the buyer to return the refund.
(You will need the buyer's PP email address for this. It's on the PP invoice somewhere.)

Politely.-- Captain Malcolm Reynolds.

[femmefan1946]

By the way, if there is a problem with the address*  the item would be considered Undeliverable.

EBay does not require a refund on Undeliverable items.

Might be worth mentioning that -- again in the Dispute.

*Have you looked at the address on Google Maps? The Undeliverable is sometimes because the buyer did not include an apartment number.
I had one (non-eBay) sale where the buyer gave a street address that was the other side of the building in an industrial mall, from the postal code. That took a bit of work to correct.

[discofriend]

Hello everybody... Thanks for all of these answers... Currently The buyer is giving me more time to deal with FedEx... If I have to I will put a claim in to FedEx for the amount that I have to refund the buyer... The shipping and the item price...

My main gripe was that eBay should have notified the buyer when they submitted for the refund that tracking says it's still in delivery... they seem to have a special relationship with FedEx and I would think that they could share this information... I guess not...

[48hrs-clothing]

Noted that INR is opened by your buyer.

Please upload tracking information on the case itself and in comments copy and paste shipment status as shown on Fedex website.

Doing this will ensure that eBay do not close the case in buyers favour and depending on original expected delivery date may put the case on hold for a period normally about 10 days.

You stated there is a problem with buyers address.

Please check to make sure that postage label matches address details shown on order. If this is correct then you have nothing to be concerned about.

eBay can not stop buyers opening a case and this in itself is not a problem. In your situation if delivery is attempted and fails (Shown on Fedex track& trace website) and item is returned to you then eBay will close the case without refund to buyer.

When you get the item back you have a number of options.

Resend the item to buyer and you pay postage charges.

Resend the item to buyer and your buyer pays postage charges.

You issue a partial refund for the item price paid by buyer, You will not get your final value fees paid to eBay.

You issue a full refund and in that case you will receive your final value fees paid to eBay. 

Hope this provides some help.

[48hrs-clothing]

Re: My main gripe was that eBay should have notified the buyer when they submitted for the refund that tracking says it's still in delivery...

In my experience eBay are a platform and they only ever get involved when they are asked to do so by buyers or sellers.

I am a seller and Sharing of information can only be between buyers and sellers. eBay have nothing to do with this.

[discofriend]

Oddly when I spoke to FedEx they had no issues with the address...

[heidnergs]

Customers can see through the tracking that the package is "out for delivery," but "out for delivery" doesn't mean it's out for delivery. Sometimes PO employees make a mistake and it's difficult to track a misplaced package.

Buyers have a certain amount of time after the expected delivery date to file a claim for INR. I've had to do it in the past to make sure that I wouldn't lose my money while I was working with the seller and USPS to find the package. If USPS hadn't found the package, the open case would have been my only recourse to secure a refund, and the communication from it would have been the seller's recourse to file an insurance claim with USPS for their product + shipping costs.

eBay doesn't let the buyer open an INR right away. After the delivery date has passed and you open the claim, they still allow another 15 days (if I'm not mistaken) for the item to arrive. In the US, if your package is missing for 15 days after the average delivery time, it's likely gone. The person that shipped the item needs to work with their postmaster to either locate the package or ascertain that it is lost and get a refund.