USPS tracking shows delivered but buyer says it hasn't arrived

[member5150]

I recently sold an item and shipped it USPS first class. Tracking shows it was delivered yesterday at noon at the mailbox. Buyer emailed last night claiming that they didn't recieve the item even though tracking shows it as delivered. I have refunded in the past for items that got lost in the mail, but never for items that show delivered in tracking. My previous lost items never showed delivered, the tracking just quit updating. I have never had a customer claim the tracking was wrong before.  The message from the buyer implied they would want a refund if it doesn't show up. But since tracking shows it was delivered I don't feel good offering a refund. How would you approach the situation?

[behgre_0]

Do nothing

[member5150]

It's possible that the mail person made a mistake or even the package was stolen from the mailbox. If the buyer is being truthful it would be rude if I just ignore their message. What is the professional way to respond?

I would like to say "The USPS has reported the parcel as delivered. If this is not correct please contact your local post office. I cannot offer a refund for an Item not recieved claim when the USPS reports that it was in fact delivered"

Would that be too harsh?

[sam9876]

I wouldn't do anything. 

[buyselljack2016]

You could suggest that they check with their Post Office. The PO uses GPS on their scanners that records the location of the delivery.  USPS can look that up.

It could have been misdelivered. May show up in a day or two when it gets back in the system.

It may have been scanned, and not delivered. I have had that happen. Showed up next day. Maybe misdelivered, maybe missed leaving it.

Saturday may be a sub working. (carrier relief day) Anything can happen.

If they file an INR case, you upload tracking to the case, you win, but that does not help the buyer, potential repeat buyer.

Always respond to your buyers concerns......   up to a point.

[member5150]

You wouldn't respond at all? That would be rude if the package really didn't show up. Just ignoring it doesn't seem like the most professional way to handle it.

[behgre_0]

Tell the buyer to open an item not received case. Then put your tracking number into the case where it tells you to and eBay will eventually close the case in your favor.

[johnrj1226 · Accepted solution]

1.  Professionaly, ask the buyer to contact their  local PO to determine if the carrier delivered to the buyers address or some other address.  There GSP system  can determine that.  Haved had packages delivered to my address that  was intended for a person with the same house number but they lived  on a not even similar street name but in our subdivison.

2.  Suggest that buyer check with a family member to see if they have it and neighbors to see if they do.  Just for grins  take a  screen shot of USPS tracking for this package and add it to your eBay message - have  had buyers make similar  claims and when I sent them a screen shot of the tracking report showing delivered - never heard from them again.

4.  If is feasible that a mail box raider got it but that is the buyers problem.

5.  Do nothing, do not refund.

6.  My gut feeling is that this buyer is trying get something for nothing hoping you will  automatically refund when they open an Item Not Received  case.  If they do open an INR simply add the tracting number to the buyers case - eBay will close in your favor.

GL

[johnrj1226]

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@member5150 wrote:

You wouldn't respond at all? That would be rude if the package really didn't show up. Just ignoring it doesn't seem like the most professional way to handle it.

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I agree with you - see my earlier post.

Just start off by showing some empathy for teh buyres situation.  You can state something like this-

Sorry you have received your purchase the USPS track shows this package was deliver on  - date & time.  See attached USSP tracking report (i.e. screen shot).

I would suggest you  do the following to try to  fidn your  package - see my  previous suggestions.

And advise that you will  work from your  end to try and help by contacting your local PO to see if they  can shed some light and  you will keep them posted.

GL

"When in doubt always do the right thing!! "  "Silence is not always golden."

[vintagecraze50]

Investigate the claim yourself. USPS has a postal manifest everyday that shows where these packages have be delivered at the destination P.O..If the item is in someone elses mailbox, they have GPS to locate the package. You can call the local P.O. destination P.O. and ask them to search. That's a lot of work for the seller but if the buyer refuses to search for the package then take some action and help locate it. Always you can add tracking if buyer continues to make claims of non receipt.

[shelondriaissmartokay]

Im the buyer and going through the exact situation right now.I didnt receive the product or a refund and am going to escalate the process outside Ebay.Technically speakkng ,tracking information appears to be sufficient, but realistically speakkng a packaged can be tracked all the eay up to the time its misdelivered and show delivered because humans error.Tracking shows felivery,but the package was not there which in some cases was lost and later returned to seller lost in transit or simply misplaced.No one truly knows except the buyer who realizes that they have not received it.When any one opens a business there are overhead costs, insurance and other expenses that are in place to ensure fairness for both parties and a smooth transaction.Because we dont live in a perfect world and "the unexpected" happens,sellers should anticipate and/or ecpect some lost associated with mailing products.Its not a fair feal when a buyer is without a package, refund or any recourse from the receiving end not receivkng when its onvipus that without buyers sellers would be obsolete.

[shelondriaissmartokay]

Going through similar.

[johnrj1226]

Sorry about all those  typos here is a corrected one "She Who Must Be Obeyed" was telling me to hurry-up.

Just start off by showing some empathy for the buyers situation.  You can state something like this-

Sorry you haven't received your purchase even though  USPS tracking shows this package was delivered on  - date & time.  See attached USPS tracking report (i.e. screen shot).

I would suggest you  do the following to try to  find your  package............. see my  previous suggestions.

And advise that you will  work from your  end to try and help by contacting your local PO to see if they  can shed some light and  you will keep them posted.

[vintagecraze50]

If the package is misdelivered by the P.O.  and lost or sent back to the seller YES refund the buyer. If the seller locates the package and can know with certainty that is has been delivered where it was suppose to go, then it is the buyers responsibilty if that package was stolen from their porch, picked up by a family member who put it somewhere in the house. If sellers refunded every package that got stolen off someone's porch ot got misplaced  they would go bankrupt. Some buyers do use this as a way to get free items here. Not cool.

[buyselljack2016]

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@shelondriaissmartokay wrote:

Im the buyer and going through the exact situation right now.I didnt receive the product or a refund and am going to escalate the process outside Ebay.Technically speakkng ,tracking information appears to be sufficient, but realistically speakkng a packaged can be tracked all the eay up to the time its misdelivered and show delivered because humans error.Tracking shows felivery,but the package was not there which in some cases was lost and later returned to seller lost in transit or simply misplaced.No one truly knows except the buyer who realizes that they have not received it.When any one opens a business there are overhead costs, insurance and other expenses that are in place to ensure fairness for both parties and a smooth transaction.Because we dont live in a perfect world and "the unexpected" happens,sellers should anticipate and/or ecpect some lost associated with mailing products.Its not a fair feal when a buyer is without a package, refund or any recourse from the receiving end not receivkng when its onvipus that without buyers sellers would be obsolete.

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If only we had a crystal ball to know what happened for sure.

eBay has policies in place to protect the buyer, and the seller.

A blanket "heres your refund" policy is something that I do not/will not/can not work into my "business policy" for every/any "Idid not get my package even when tracking shows delivery" claim. (well, I could, but it makes no sense to do it)

Lost/damaged is worked in, and I do not expect the buyer to suffer in that instance.

When delivered, but not there, eBay may choose to compensate the buyer.