Ups lost package

[maddi_523]

I shipped out an item and UPS shows it was delivered. Buyer says they did not receive their package. The order was $150.00. UPS posted a picture of the buyers home for proof of delivery but the photo doesn’t show the package in it. The buyer said it’s their house but pointed out the package is not shown in photo. Buyer opened a case. Tracking shows delivered. What steps do I take to help my buyer. I do not wish to refund but I think it’s strange ups provided a picture that didn’t even show the package. Thanks for any help.

[bonjourami]

Just provide the tracking number proving delivery.

[simba6]

Your covered just provide the tracking number.  Advise the buyer to check with their homeowners insurance to see if it's covered.

[albertabrightalberta]

You MUST respond to the case with the tracking number. Although you don't have to do so, it never hurts to add a comment into the section: "According to UPS tracking number (fill in the blank), the item was delivered on (date) at (time)." 

Call me cynical but I think the buyer is trying to pull a fast one. I've watched UPS, Amazon and Fedex take pictures when they drop off packages and there's no way they'd take a picture without the item being in the picture. 

@maddi_523 , you said, "the buyer said it’s their house but pointed out the package is not shown in photo." Did you even see the picture? My guess is that you didn't see it and if they actually showed you a pic, they photoshopped it. 

You are protected. Don't communicate to the buyer directly except through the claim.

[robbie31415]

Why would the OP go based on a picture from the buyer?

They know the tracking and destination zip code.

It is suspicious that the carrier took a picture not of the package.

It's the whole point of the picture.

 

[albertabrightalberta]

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@robbie31415 wrote:

Why would the OP go based on a picture from the buyer?

They know the tracking and destination zip code.

It is suspicious that the carrier took a picture not of the package.

It's the whole point of the picture.

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That's my point! The carrier wouldn't have taken a picture of the house without the package. I don't believe the buyer even sent the seller a picture. I think the buyer is just telling the seller (a lie) that the picture doesn't show the package. 

[lesegouts]

 To the best of my knowledge, UPS does not take a picture of their deliveries. I don't think they have the capability with their equipment. Only AMZN does.