mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@hurryagain wrote:
On what date does the "out for delivery" have next to it? If it has been longer than a few days and the package does turn out to be delivered, USPS was awfully negligent in not scanning delivered.
@mam98031said in another post:
"Put a trace on the package with USPS. Tell your customer that it typically takes 48 to 72 hours to get a response from USPS."
"Often times the act of putting a trace on a package gets that package moving again."
If the item was delivered and you put a tracer on it, USPS may realize their snafu and mark it delivered.
DO NOT LET THIS CASE GO WITH NO REPLY FOR 3 DAYS. If you do, the buyer can escalate the case and have it closed in their favor and they will get their money back and they will have both, your money and the item.
While I would obviously agree with what you said, because I said it [LOL], I think the OP actually created this problem a bit.
Why did you start emailing your buyer? Because the tracking didn't update? You really should NOT have done that. You should have waited to see if the buyer contacted you with a problem.
I am confident you were just trying to be a good seller. I get that and I applaud you for that. But you need to exercise a bit of restraint in cases like this.
What you did when you reached out to your buyer is tell them that you have no way of proving they received the item. Now for most buyers, because they are good honest people, this would not present a problem. If they got the item they would tell you that they did and the tracking was wrong.
BUT there are plenty of bad actors out there, so by your emailing them first you gave them a way to steal from you. Maybe the do have the item but they know they don't need to admit that because you can't prove it. So they file a claim in the hopes they can have the protect and steal your money. And they very well may get to do that because you can't prove delivery Ebay would rule for the buyer 100% of the time.
Fortunately you have insurance on this item. If I were in your position I would CALL USPS. You can get their phone number from their website. You can call in to do a trace or do it on their site. But since you have a large $$ value item at risk here and it appears that the carrier didn't do their scans properly, I'd call for a quicker reaction.
And when you call, after you try to get the tracking resolved, start the process for filing an insurance claim. Get it all going. And I would not waste any time with this. I'd be on the phone first thing tomorrow morning, without delay. You have a limited time frame to work with since the buyer has opened a claim.
Please come back and tell us what is going on with this claim and allow us to help you move through this mine field. We are all here to support you.
@reda3615 wrote:
@egarchow89 wrote:Last tracking info:
April 24, 2020, 7:10 am
Out for Delivery
April 24, 2020
In Transit to Next Facility
April 25, 2020, 1:10 am
Awaiting Delivery Scan
The delivery status of your item has not been updated as of April 25, 2020, 1:10 am. We apologize that it may arrive later than expected.The Awaiting Delivery Scan is an automatic event: When the mailpiece is scanned Out for Delivery, but failed to get a clock-stopping scan, this automatic event is added to tracking 18 hours later (7:10 am to 1:10 am the next day) exactly down to the minute. It previously was 14 hours, see here.
This means that the mailpiece did not physically return to the post office: Instead, the usual reason for this pair of tracking events is that the mailpiece was not scanned when it was delivered.
But you have an out: USPS prefers not to pay your insurance claim, so they will get you the Delivered scan and signature which they missed.
How are they going to get a signature if they never delivered it or if they delivered it but failed to get the signature?
