eBay

hellokittypink17 · ‎11-17-2019

I am currently trying to find a package that said it was delivered. I contacted Fedex and they will get back to me with the result of my case on November 18th. I was wondering what I do if they can not find my package. I know packages have insurance on them. Do I ask the buyer for a refund and then they go through Fedex for the insurance money? I contacted the seller to let them know I’m having problems but they haven’t contacted me back yet. I just wanted to let them know Fedex misdelivered the package.

lja440 · ‎11-18-2019

I have had multiple go around's with FedEx.

First while you were on the phone they could have told you EXACTLY where and when the item was scanned. (our USPS scanners can pinpoint the scan within 5 feet). I had a Amazon package delivered (by Amazon) that I couldn't find and called, within seconds they texted me a PICTURE of it on my front porch. LOL I built this house in 2008 and the front yard has such a drop off that you literally have to walk against the house to get to that door (money ran out before I could trellis the front yard), we never use it. I think it has been opened maybe a half dozen times.

Point is FedEx should not be giving you the run around, delaying has no purpose. If it was miss-delivered then sooner it is recovered the better. If it was stolen the sooner the better when filing a police report and possible insurance claim.

no_zero369 · ‎11-18-2019

@frodobagginskennedy wrote:

@no_zero369 wrote:
@frodobagginskennedy wrote:
If it says delivered there is nothing for the seller to do. You need to deal with FEDEX. they will be able to give you the exact address it was delivered to. If they misdelivered it then they will have to refund you. This is not on the seller.

IF they did deliver to the correct address and it was stolen from the porch then that is another can of worms and basically you may be SOL.

The above is a common belief of many sellers who post on these boards, but it is blatantly not in step with the realities of what the blues have stated. The seller IS responsible for delivery to the address on the order. Period. IF the seller's agent/shipper misdeliveres the package then the seller IS responsible!!!

See this thread where the blues weigh in on this issue:
https://community.ebay.com/t5/Shipping-Returns/How-do-I-file-a-claim-when-INR-due-to-misdelivery/m-p...

The key is that the buyer needs to get the GPS data from the delivery scan and if that shows misdelivered provide that for the INR claim.

Well that is an interesting read. I understand that this is what the Blues said. I have only had a couple Delivered but the buyer said not delivered since 2001. If I remember correctly I handled them myself as they must not have been a lot.

Yes, I agree! This is a RARE occurrence. But being rare, doesn't change the responsibilities.

Every case I have ever read about on the boards the bots automatically close the case when the seller provides proof of delivery. maybe this has recently changed.

Yes, this is true. But again, it does not displace the seller's obligation for delivery to the address on the order. Too many sellers want to wash their hands once they ship. However, a buyer can appeal a "bot decision" and with the appropriate proof, prevail. So seller's should be aware of the extent of their obligation. Not sure this is a change of policy so much as a change of awareness of what tools a buyer can use to prove INR.

The last one was with a fedex delivery. I actually handled this myself through Fedex. I refunded the buyer then filed with FEDEX. I did this on my own as it was in the best interest of my buyer. Received a refund from fedex within 10 days.

This is EXCELLENT customer service! This is the kind of stuff I do for my buyers too. Sure wish more sellers took those kinds of actions, rather than saying, "Oh tracking shows delivered, so I am done - it;s the buyer's problem now." Kudos!

7606dennis · ‎11-18-2019

@hellokittypink17 wrote:
I find all of this interesting that eBay isn’t like any other retailer. If it works out like you guys say I’ll probably stick to major retailers for most things or official stores off eBay . The hassle of it all isn’t worth it. You live and you learn.

You need to realize that eBay is not a retailer. They are a marketplace made up of many independent retailers.

"It is an intelligent man that is aware of his own ignorance."

hellokittypink17 · ‎11-18-2019

Fedex said they could not locate my package. I asked them if I could open the case for a refund and they told me no it has to be the seller. I explained to them it was from eBay (because I know some of you have said that it’s basically my responsibility to get my money from them. I’m not trying to put anyone out so i figured I’d do it myself) and they still said i could not do so. it has to be the seller. I called eBay and explained to them what happened and I was even going to give them the case number so they could see that Fedex told me they could not find the package. They told me the seller would have to refund me or replace the item and for me to open a case.
I thought fedex had to know where my package was if it said delivered. I’ve read about usps and them knowing the coordinates of deliveries but fedex couldn’t even supply that. I know my package was not stolen. It was a big package and I also did not see any fedex truck. So basically my package was delivered but they have no idea where. If by some chance I had missed it and it was stolen couldn’t they have told me coordinates that stated it was delivered to my home?

hellokittypink17 · ‎11-18-2019

They could not even tell me where my package was. Now that I’m remembering, my sister had an ipad misdelivered last year and they told her where it was (still after a few days) and she went and picked it up. Apparently my package vanished or they did not want to look for it.

no_zero369 · ‎11-18-2019

@hellokittypink17

Sometimes when you are dealing with front line personnel, you have to be polite but Persistent! So that person does not want to help you, then ask for a Supervisor! If that person doesn't want to help ask for a Manager. Keep appealing, but politely until you get someone that can provide you with the GPS coordinates of where the delivery scan was made. Once you get those they should be able to match those up with a USA address and if that does not match the address on the order then the seller has to be responsible for a misdelivery refund.

You will have to follow eBay's procedures for supplying what they consider to be valid "proof" of misdelivery, so be patient, polite and persistent until you get what you need from the shipper!

lja440 · ‎11-19-2019

@hellokittypink17 wrote:
They could not even tell me where my package was. Now that I’m remembering, my sister had an ipad misdelivered last year and they told her where it was (still after a few days) and she went and picked it up. Apparently my package vanished or they did not want to look for it.

Not only do they know where the item was scanned but with the timestamp on that scan and the GPS log on the FedEx truck (I am assuming because I know UPS trucks are chipped and the managers can see where the truck is at all times), and see where that truck was at that time.

I have found that using social media often lights a fire under such companies. My land line phone company (no cell service at my house) has ungodly slow repair service. A repair ticket calling customer service can be scheduled out up to 2 weeks. If I post to their Facebook Page there will be a truck at the junction box on the road within a matter of hours.

hellokittypink17 · ‎11-19-2019

What exactly do I need as proof from Fedex? Do just ask for GPS coordinates and provide it to the case opened? Do I need an official letter? I’ve actually been speaking to them about this over Twitter. It seems my Fedex packages are always the ones missing in some way( and I don’t get packages from them often) but hardly ever from other companies. They are looking into that too.

hellokittypink17 · ‎11-19-2019

“You will have to follow eBay's procedures for supplying what they consider to be valid "proof" of misdelivery” what is valid proof? All I was told over the phone was to open a case. I asked if I should provide the claim number and they said no. I like to get things done early and efficiently so I do not have to worry about it and I’m just getting oh it’s ok.

no_zero369 · ‎11-19-2019

@hellokittypink17 wrote:
What exactly do I need as proof from Fedex? Do just ask for GPS coordinates and provide it to the case opened? Do I need an official letter? I’ve actually been speaking to them about this over Twitter. It seems my Fedex packages are always the ones missing in some way( and I don’t get packages from them often) but hardly ever from other companies. They are looking into that too.

You need and official letter from FedEx stating the package was misdelivered. It can include the GPS coordinates of where it was delivered and the address associated with those GPS coordinates. The letter needs to be signed by a FedEx employee and the employee's phone number included. (eBay may check & call).

The process/procedure was stated earlier this year by one of the Blues here:

https://community.ebay.com/t5/Shipping-Returns/How-do-I-file-a-claim-when-INR-due-to-misdelivery/m-p...

no_zero369 · ‎11-19-2019

@hellokittypink17 wrote:
“You will have to follow eBay's procedures for supplying what they consider to be valid "proof" of misdelivery” what is valid proof? All I was told over the phone was to open a case. I asked if I should provide the claim number and they said no. I like to get things done early and efficiently so I do not have to worry about it and I’m just getting oh it’s ok.

I am sorry to see that! But not surprised as often eBay Customer Service reps give out bad advice. The link I have in the prior post is the word from an eBay employee, one who is monitored and knows and can not provide bad information. So take that to heart.

You are doing the right thing by getting things done early and efficiently! Best to have your ducks in a row before filing the case so all of the information can be uploaded. Just don't allow the MBG to time out or expire while you collect the needed information!

Actually it is too bad your seller is mute on all of this! One that provides good CS should collect the mis-delivery info or take it from you and issue a refund without you having to go through eBay. but hey, what can I say... not every seller is CS oriented. Sigh.

hellokittypink17 · ‎11-20-2019

Yeah, every time i call someone i keep getting the runaround. FedEx told me they do not provide letters stating items were misdelivered. They also do not give out GPS coordinations because that is an invasion of privacy. eBay closed my case and they told me I would have to file a police report because the item was over $100. They also said i could go through PayPal to get my money back. I was also told if PayPal did not rule in my favor then eBay couldn't do anything for me later. So, I have to go file a police report.

angiej_15 · ‎11-20-2019

@hellokittypink17 wrote:
Yeah, every time i call someone i keep getting the runaround. FedEx told me they do not provide letters stating items were misdelivered. They also do not give out GPS coordinations because that is an invasion of privacy. eBay closed my case and they told me I would have to file a police report because the item was over $100. They also said i could go through PayPal to get my money back. I was also told if PayPal did not rule in my favor then eBay couldn't do anything for me later. So, I have to go file a police report.

Tell FedEx you just need them to say it wasn't delivered to you.

File the police report, and at ic3.gov as well.

lja440 · ‎11-21-2019

@hellokittypink17 wrote:
What exactly do I need as proof from Fedex? Do just ask for GPS coordinates and provide it to the case opened? Do I need an official letter? I’ve actually been speaking to them about this over Twitter. It seems my Fedex packages are always the ones missing in some way( and I don’t get packages from them often) but hardly ever from other companies. They are looking into that too.

When we print scans out from USPS (had a lady say that I never attempted to deliver a package that needed a signature at the house) it will show an aerial view with a spot indicator. The picture showed her house and even which door I went to.