USPS tracking said delivered, but buyer said the package never arrived and wanted a refund.

[scented_moon]

The buyer said that the item never arrived and wanted a refund; however, according to USPS, the item has been delivered.  The item shipped via Priority Mail.    How should I resolve this situation?  Can I file a claim with USPS for missing/lost mail?  Thank you.

[wastingtime101]

If they filed an INR (item not received) 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

[scented_moon]

Thank you.

[monica-sells]

in addition to the detailed and informative post from @wastingtime101 

do not have ebay "step in" to help.....follow the protocols and instructions "to the letter" as presented to you to prevent losing your seller protections.....

[12345jamesstamps]

With the tracking on a Priority Mail item I wouldn't worry too much.  Would I ask what was in the package?  Would I tell what was in the package?

I visit the post office almost every day and I believe you are not allowed to mail liquids under the USPS even if they are sealed. I remember a buyer complaining of my item mailed to them of smelling of perfume. I would just let the tracking do its job. I think Fed Ex allows liquids that can be mailed to people.  

[wastingtime101]

You can definitely mail liquids through USPS, however good spot on the perfume @12345jamesstamps because it appears @scented_moon is unaware perfume cannot be shipped Priority Mail. It's considered HazMat due to the flammability and it has to be shipped via a ground service (Parcel Select online or Retail Ground at PO).

In addition, the package needs to be specially marked and requires certain types of packaging.

Check out this page, scroll down and expand the perfumes section:

https://www.usps.com/ship/shipping-restrictions.htm

There are 2 different links to review for packing and shipping perfumes.

[12345jamesstamps]

"Perfume containing alcohol may not be shipped internationally or mailed domestically using air transportation". "Perfume containing alcohol however, may be shipped within the USA by ground transportation". A lot of ifs here...less than 16 ounces. Package is marked" Surface Only" or "Surface Mail Only". 

[aproudparent2010]

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@scented_moon wrote:

The buyer said that the item never arrived and wanted a refund; however, according to USPS, the item has been delivered.  The item shipped via Priority Mail.    How should I resolve this situation?  Can I file a claim with USPS for missing/lost mail?  Thank you.

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Since it shows as delivered I do not believe you can file for lost/missing mail

[ms.rodriguez*]

Did the buyer open an item not received case?  If the tracking shows delivered, go to the case, write the tracking # and the case should close in YOUR FAVOR.   The buyer will be ticked off but let them know that most likely the item was stolen by a neighbor.  Or maybe the carrier left it with a neighbor or relative and that person forgot to tell the buyer.  It's possible that the carrier left it behind a bush or the backyard.  Have the buyer look.  

I had a missing package once with a neighbor. Turns out the dog took the padded envelope into his doghouse and used it as a toy.  So ask if they have a pet and to check the where the pet hangs out.