Where is my package?

[hellokittypink17]

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.

[frodobagginskennedy]

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.

[hellokittypink17]

It was not delivered to my home because I was home waiting for it on the couch which is right by the window near my front door. All I saw was the mailman. What would I say to Fedex to have my money refunded by them? When I first called they said I’d have to go through the place I ordered the package from which I usually do but have no idea how this works for eBay....

[southern*sweet*tea]

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@hellokittypink17 wrote:

It was not delivered to my home because I was home waiting for it on the couch which is right by the window near my front door. All I saw was the mailman. What would I say to Fedex to have my money refunded by them? When I first called they said I’d have to go through the place I ordered the package from which I usually do but have no idea how this works for eBay....

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Once a package is marked delivered, Ebay considers the seller's job done. There's nothing the seller can do for you, other than to give Fedex the information they already have, namely your address. You will have to deal with Fedex. They should have the GPS coordinates of where the package was delivered, and if they don't match your address, then it's on them to either retrieve the package and bring it to you, or to refund you in full including the postage. 

[hellokittypink17]

I’ll update this post tomorrow after fedex gets back to me. I called eBay and they said I can go through eBay to get my money back. I won’t know what’s possible until it’s solved.

[muttlymob]

Here is the relevant portion of eBay's Money Back Guarantee:

___________________________

If a buyer doesn't receive an item, the buyer needs to submit a request to report that the item hasn't arrived. The seller should address the buyer's concern and provide tracking information, updates on the delivery of the item, or a refund.

If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask eBay to step in and help.

If asked to step in and help, we review the information provided by the buyer and seller for evidence of a successful on-time delivery to the buyer's address (as displayed on the 'Order details' page) or proof of collection by the buyer.

Information required to prove a successful on-time delivery is all of the following:

• The tracking number provided by the shipping company uploaded to the site by the seller before the estimated delivery date;
• A delivery status of "delivered" (or equivalent in the country to which the item was delivered);
• The date of delivery;
• The recipient's address, showing at least the city/county or zip code (or international equivalent) that matches the address displayed on the Order details page; and
• Signature confirmation, if an item has a total cost of $750 or more.

If we determine that the item wasn't successfully delivered or collected, a refund of the full cost of the item and original shipping is sent to the original payment method or to the buyer's PayPal account. The seller is required to reimburse eBay for the amount of the refund. Learn more about reimbursement.

__________________________________

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

__________________________________

As you can see, if the seller provides tracking that shows delivery to your address, you do not qualify for a refund from the seller.  Someone from eBay may tell you over the phone that they will handle it for you, but the written policy says otherwise.

The issue is now between you and FedEx.

[hellokittypink17]

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.

[muttlymob]

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@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.

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This is why at the very least you should read the buyer protection policies of any website you buy from.  If you limit your buying to sites that you assume have better protections, without reading the terms of the website to learn what the actual protections are, you may well find yourself in a similar position again.

It's your money on the line.  Protect yourself first before assuming that the company you are buying from will protect you.

[hellokittypink17]

I have. They should have a portion about items that say delivered but were not. I was thinking that delivered as in delivered to the correct address but I guess there’s no real way to tell until information is handed out by the shipping company. I’ve been on eBay a long time and it’s the first time something like this happened to me but I’ve seen it happen to others. eBay should have a better protocol to handle this. I have to stop thinking of eBay as an actual retailer where they would refund me ,not the seller, then handle the fedex case. I started this thread because I couldn’t find a definitive answer to my question. Where someone went through the same and came back and recounted what they had to do. I appreciate all the comments but I wish I could find first hand detailed experiences.

[muttlymob]

There is also a Buyer's discussion board, if you haven't already you might look there to see if the specific situation is addressed.  A quick look at the threads on the first page doesn't show any, but thread title alone doesn't usually have enough info to know what the full subject is.

https://community.ebay.com/t5/Buying/bd-p/bidding-buying-db

Good luck

[myboardid]

Your issue is with FedEx, you need to work with them.  First, understand that I completely believe you and know that you aren't trying to pull any stunts here.  If eBay forced a seller to refund when the shipping company says they delivered the package, then every buyer who isn't the most honest would claim they never got the item, get a forced refund and still have their item.  It would be open season to steal, and the number of thieves would be staggering.  Sellers would stop selling because they would lose all their merchandise and all their money.  It would be total chaos. 

[dtap_6522]

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@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.

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Yes, but those are RETAIL sitesm eBay doesn't sell anything except space to vendors.

Also if you claim delivered packages were not delivered to you more than a few times, they will cut you out of their protection programs.

[no_zero369]

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@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.

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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.

[no_zero369]

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@southern*sweet*tea wrote:

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Once a package is marked delivered, Ebay considers the seller's job done. There's nothing the seller can do for you, other than to give Fedex the information they already have, namely your address. You will have to deal with Fedex. They should have the GPS coordinates of where the package was delivered, and if they don't match your address, then it's on them to either retrieve the package and bring it to you, or to refund you in full including the postage. 

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Not necessarily.  In fact, eBay would consider it providing good customer service if the seller inquired with their shipper and tried to resolve the issue for the buyer. 

But also, if the item was misdelivered then the SELLER is responsible for the refund, not the shipper.  The seller can file a claim with the shipper, but the seller is responsible to the buyer for proper delivery.

I think the blues defined things in this thread:

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

[frodobagginskennedy]

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@no_zero369 wrote:

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@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.

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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.

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.

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.