USPS Redirected the Zip Code, Buyer Claims Never Received

[ahmzs01]

Hello,
 
I sold an item and went through the usual process of printing the eBay-provided shipping label and shipping it out. 
 
The buyer then claimed he never received the item, despite USPS saying it was delivered. Looking at the USPS tracking page, it was delivered to a different zip code from the original shipping info.

I called USPS, and an agent told me the given zip code was invalid for the address and that the USPS system automatically "fixed" it by changing it to a different one (still the same state, just a different area about 20 minutes away).

This agent was INSISTENT that the USPS system stated the original address was invalid and that every time he tried to enter it, it would get corrected.
 
Upon Googling this address, it seems to be associated with a history of problematic cases in the eBay community and being involved in scams elsewhere, so I am not sure if I have been conned. USPS has the address marked as a reshipper, but there are numerous companies linked, all of which have dead-end phone numbers.
 
For more info, this is not something I would have ever expected because the item I sold went through eBay's authenticity guarantee, meaning eBay received and witnessed the item in their hands, verified it, and shipped it out. 

Please let me know what can be done. Thank you everyone.

[tobaccocardyahoo]

A huge number of people use freight forwarders and they do not cause problems and are not engaged in fraud.

There are some users of freight forwarders who are criminals. You may be one of their victims,

If this is the Miami/Doral change by USPS it is probably legit and separate from the actual fraud.

Sometimes, the fraud is inadvertent because the buyer has not received the forwarded shipment and only understands enough to open an Ebay claim, That is cold comfort.

Ebay may stand behind you if there is a delivered scan, but unfortunately USPS has been extremely poor at scanning shipments to the forwarders in Miami/Doral.

Some sellers make a practice to require a signature on all shipments to freight forwarders.

[wastingtime101]

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@ahmzs01 wrote:

For more info, this is not something I would have ever expected because the item I sold went through eBay's authenticity guarantee, meaning eBay received and witnessed the item in their hands, verified it, and shipped it out. 

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Was it item 156520773376 ? That's the only one I see with the Authenticity Guarantee label.

You shipped it to the authenticator, and they shipped it to the buyer, correct? You did not ship direct to the buyer?

Come back to confirm @ahmzs01 because it makes a difference.

[ahmzs01]

Wow, now that you mention it I was completely wrong about that. It seems my item (156520866201) does not have authenticity guarantee. 

I guess I've been mistaken as I sold a lot a few years ago and all were above the price threshold, and now I have falsely assumed that it was automatic for my items. 

This is very unfortunate, as I do not have that to my advantage I suppose. But nonetheless, there should be confirmation that I shipped out something through USPS right?

[ahmzs01]

Hey yes, this item was shipped to Miami. 

The original zip code is: 33166-2675

The zip code that USPS changed and delivered to is: 33195

The USPS tracking has it marked as
"Delivered to Agent, Left with Individual MIAMI, FL 33195"

So I am praying that eBay does stand behind me

[wastingtime101]

OK I kind of figured that was the case.

Has the buyer filed a formal Item Not Received (INR) claim yet?

If they have not, you can just respond to their message and let them know it was delivered to their freight forwarder on [date] and they should check with their forwarder for international tracking information.

If the buyer filed a formal INR then you may want to contact eBay CS through one of their social channels, explain it was delivered to a freight forwarder that has their own zip within the same city and USPS auto-adjusted it. eBay should extend seller protections.

[ahmzs01]

The buyer filed a formal case a while ago, and eBay made me respond. I told the buyer that I had done my part, and to contact USPS. From there they stopped responding and seemed to have opened another case.

This new case required me support proof that the package was delivered, which I find weird because the eBay system literally has it marked as delivered because it's connected to the USPS tracking. 

Unfortunately though, because I didn't get an email and I don't check eBay often (yes, my fault), I didn't respond with the shipping during the few days.

The case is now marked as closed and refunded, and eBay is warning that they will charge my bank soon. At this point, I've opened an appeal, but I cannot add further messages until eBay responds I guess. 

Big thank you for your help by the way.

[ahmzs01]

Update @wastingtime101 @tobaccocardyahoo if you guys were wondering

eBay says 

"Good news! We reviewed your case again, and will refund $133.66 to you.

We changed the outcome because you provided proof of delivery to the buyer."

Not going to celebrate too early as I wouldn't be surprised if something changes again, but at the moment thank you both for the help.

[a_c_green · Accepted solution]

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@ahmzs01 wrote:

Update @wastingtime101 @tobaccocardyahoo if you guys were wondering

eBay says 

"Good news! We reviewed your case again, and will refund $133.66 to you.

We changed the outcome because you provided proof of delivery to the buyer."

Not going to celebrate too early as I wouldn't be surprised if something changes again, but at the moment thank you both for the help.

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I assume we're talking about the freight forwarder(s) whose street address is within the Miami area but has its own ZIP code under the City name of Doral. Packages addressed to that location will show Miami as the Ship-To: location, but on-line tracking from USPS shows it going to Doral and delivered in a different ZIP code.

It is actually going to the same place (at that address) regardless, but Item Not Received disputes are evaluated on the basis of City and ZIP, not by street address, and on-line tracking does not show that it went to the same location anyway. Both confused honest buyers and on-line scammers can file an Item Not Received dispute on that basis, and the automated eBay INR resolution will refund the buyer after erroneously concluding that the package was delivered in the wrong city.

eBay has been aware of the Miami/Doral geographic weirdness for years now, which might explain why your appeal was granted even though they apparently have not found a way to automate the resolution in their front-line claim handling.