purchase not delivered to given address.

[hiltonbrat]

A package to the buyer did not arrive although the tracking tells me it was delivered. Now the buyer is asking for a refund. What is my position on solving this problem?

[evry1nositswindy]

Is the buyer messaging you or has he opened an item not received case?  If a case has been opened, key in the tracking number to the case.  If it shows delivered, the case will close in your favor.  If the buyer has messaged you, tell them to contact their local mail carrier.  They use GPS and can show them the item was delivered.  If it was stolen, that is not your fault and you absolutely do not have to refund.

[ebooksdiva]

If the buyer has opened an INR type in the tracking number into the case showing delivery. Do not refund!

Tell your buyer to ask others living with them if they brought in the package, ask neighbor's if a package was delivered to them by mistake, check under bushes, have you buyer contact their post office to check GPS to locate where the package was delivered.
It is a buyers responsibility to ensure a safe place for receiving packages that are not easily accessible to porch pirates. 

[chevymontecarlo88]

Yes to all of the previous posts.

I would keep messages between you and your buyer pleasant and professional. You may let them know it shows delivered and would contact the carrier on their behalf to try to help. Keep them updated and follow up. Although you are not responsible after it shows delivered, it is good customer service to at least try to help them. Many customers will appreciate it.

-Good Luck

[hiltonbrat]

First let me thank you all for your great suggestions. Happy to report the package arrived. I was very pleasant to the buyer and kept her informed as to what steps I went through to locate her purchase. I went to my post office, and they did a trace for me. The postmaster personally called to let me know the package was indeed in the buyer's mailbox (her mail carrier went and checked). I immediately let the buyer know and asked her to inform eBay. She checked the mailbox and there it was! Money has now been returned to my account.  I note she too has not left feedback, positive or otherwise.