lost package

[ski_the_slopes]

hi, I recently sold an item and the item shows delivered some number of days ago. however the buyer is claiming to not have received the package. they have opened a claim, I provided shipping tracking. what should I do?

[coolections]

Since you already provided tracking showing the item was delivered there is not much you can do. Tell the buyer to check the tracking and call his PO and complain to them. Someone must have stolen it and/or delivered to a house next door, etc.

[bangordiscount]

To be covered against INR (Item Not Received) requests you need to provide proof that the item was delivered to the zip code provided on the payment details. Assuming you did this, (and assuming the value wasn't over $750 which at the point requires signature confirmation) respond to the request with the tracking (that shows delivery to that zip code) and you will be covered. Prior to Covid and the managed payments rollout I would always call either eBay or PayPal (which ever platform the request was originally opened on) and then have the agent close it out in my favor while I was on the phone to avoid any possible error in handling the case.

But in short, as long as you didn't ship to an address different from what correspond to the payment, you should be covered

[smileytown18]

Sit tight and wait for eBay to rule in your favor. 

I do encourage clients to check with neighbors or call their local Post Office

[slippinjimmy]

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@ski_the_slopes wrote:

what should I do?

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You should assist the buyer in finding the package. That would include......

Suggesting they ask any other occupants of the residence.

Suggest they ask the next door neighbour.

Suggest they speak with their carrier and/or contact their local post office.

Packages showing delivered that are not (according to the buyer) are usually cases of delivery error or possible "porch pirates". Neither are your responsibility but that doesn't mean you should not at least try to assist the buyer and because this does happen from time to time especially during the peak season there is no reason at all to think that the buyer is not being truthful.