That might stop a lot of the further steps, at least for the honest buyers. Thanks. What do I do here? How to Address an "Item Not Received" Claim. They have never used wording like that before. Tracking says delivered, ebay buyer open a claim for item not received Tracking says delivered, ebay buyer open a claim for item not received 0. Is there something similar with those particular orders? After this, eBay will step in. Just try early or late in the day. Which is ridiculous! Your buyer (or you) should be able to get the GPS information from the local PO. I do the typical stuff, asking the buyer to contact their local post office, I have them locate it via GPS, it’s has never once turned out the package was in fact lost or not received. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. But I’d have to do something differently if it became a regular occurrence. Re: Item not received- tracking says delivered. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." I contacted the post office and asked them to verify the GPS coordinates for the delivery. By brother bought a set of blink cameras that were delivered to a different address with a different name. Replacement carriers are supposed to be trained to do that job. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. Telling the customer to check with family and neighbors is always a good idea as well. Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. The tracking shows delivered today, but she did not get it. The unofficial eBay subreddit. It will only get worse, we have noticed a uptick lately. https://imgur.com/a/f8ylr5g (here is a screenshot). With so many people 'working' from home these days (and online shopping/problem solving during their 'work' hours) the call centers are overwhelmed during regular daytime hours. I will be cancelling my store subscription once the year is up (next month) and currently dropping my prices significantly to get rid of my items asap. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. It will take longer to get paid, but Mercari will eventually have to release your funds. If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. I’m so sick of it! I responded by saying that the item has been delivered … No reason for stealing in stores now when they can do it from home. I had to have an issue resolved earlier this week. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. Buyer escalates to claim Very briefly the story. I didn't have to ask since the post office admitted it was missdelivered. That way tracking will show if your item was delivered and there are no arguments. Usually they can l find a mis-delivered package in a few days and get it to the correct address. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. Only I didn't get the package. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. It's now 12/17/19. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. By using our Services or clicking I agree, you agree to our use of cookies. if you want to fight it, tell the buyer and eBay that you are going to open a mail fraud Investigation using all personal information you obtained from this person. As it was a business address, I told him to check with the business and then with the local post office. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. Buyer opens a case. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! Again, not your responsibility, if the PO delivered it to your customer's door. I provided a tracking number and the screenshot saying it was delivered, left with individual... my case is open currently... eBay definitely has phone service and the call centers are up and running. Buyer claims he has not received it. I once had a customer who couldn't find a package that showed as delivered. I will also be calling them tomorrow. Any ideas on how to handle this? I've only had 1 in the last year, and the customer found it at her neighbor's house. This buyer does more selling than buying from looking at their reviews. Sent me back a box of garbage on my dime. Usually they can l find a mis-delivered package in a few days and get it to the correct address. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. He then said he will open a claim and I received an automated message from Amazon about … Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. A recent customer contacted me about not receiving an item. @askebay on twitter ask them to check into this. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. Were they sent to the same city? I am now concerned ebay will side with them like they did in your case. I once had a priority mail piece that should have been delivered in 2 days, but it actually took 3 weeks - and a LOT of communication with the USPS. Help-Buyer claims charge not recognized, tracking shows delivered, ebay sided with buyer Hi All, 12/17 - Sold an expensive electronic (signature and insured via FedEx) The PO has ONE job. How on EARTH is that is anyway the sellers responsibility??? Replacement carriers are supposed to be trained to do that job. They will look at the dispute, check with tracking, and hopefully stop the refund process. Tracking is no longer in any way reliable. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. Help for sellers and buyers! It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. Someone else in her household may have bought and received it. I’ve had complaints opened and closed etc. Yes, they should do it themselves, not you. I sure hate to see anyone else repeating it as if it holds water. @DevaOriginalJewelry  "SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." Post office error. Yes, technically you would be out of luck in terms of a PayPal dispute. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? The postal carriers - regular or replacements - have ONE  job. You never know. I just dealt with this myself as a buyer from another company. Let’s see if buyer blinks. I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route. Items occasionally are lost. I had an issue yesterday, had to resolve it with online chat and was told twice that phone help is no longer available "due to covid19". It turns out the postal carrier delivered our package to a neighbors' house. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. Thanks! However, in my case the neighbor says they don't have it. We can choose to go the extra mile, but we are within our rights to not do so. Require a signature. I'm not sure what I can do to assist her further? Sold a video game, says delivered "left with individual". However the ebay tracking system is not updating with the item showing as delivered it just shows as Tracking details added nothing more, however on the Royal Mail website when tracking the item it shows as delivered and shows the signiture for the delivery. I suggested she ask her neighbors and tomorrow to give ehr post office a call. The buyer even said "Tracking shows delivered" in their initial request. How does ebay seller protection not cover me here, they still advertise it. So I have to take an invoice to the post office. That is the stock excuse the PO uses frequently for not doing their job. Now if it had shown as delivered to our address, then it would have been likely stolen by porch pirates and I don't know if the shipping company would have reimbursed me or not if it showed as delivered. A customer ordered through my website. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. The postal carriers - regular or replacements - have ONE  job. Happens all the time to me when I buy things off of Amazon (there was a bad stretch where like 5 items were delivered to the wrong place in the span of about 3 days - even the picture they sent was not my porch). Customer claims they haven’t received. Items occasionally are lost. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? I have this happen at least once a week if not more. (Our regular carrier is wonderful, though. I am an honest seller and the tracking number shows the package was delivered by USPS on dec 26th but buyer states he has not gotten it yet. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … @JudyStalus  You are so right. According to eBay rules, you are entitled to a refund or replacement item from the seller unless they have tracking information that confirms the package was delivered. On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. Any ideas? Tracking however shows the item was delivered to the address provided. Ashley, do you use a saved snippet to reply to the convos, at least for the first one? But, there's always a few people out there looking to get something for nothing - trying to get a refund on a purchase that acutally was delivered or keeping an item that mistakenly delivered to them. That’s not actually correct. Received a message from Amazon saying that the buyer will be filing an A to Z claim… This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. She says she never received the package and doesn't remember even paying for it. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. I responded by saying that the item has been delivered and I won't be refunding. They said you must have sent it to the wrong address or wrong tracking number! Press question mark to learn the rest of the keyboard shortcuts. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! What to do if your package shows as delivered but you can't find it. Interesting. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). They finally told me they could not get it back. I'd honestly like to sue them for breach of contract. There was a delivery confirmation but not sure how to see it. No phone service makes matters even worse. Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? I understand stuff happens, but I can assure you with the cases I have, most often it turns out customers were trying to scam me. I sold a DVD on august 3rd. Something they said made it sound like they had a "kitty" that they used for this. Buyer claims item not received, tracking shows delivered. I did spend hours dealing with it. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery Order was shipped via Click and Drop, 5th December. I have never had this happen. Buyer opens a case. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . EBay sided with the seller despite 6 other buyers making the same claim. EBay is complicit in ripping off their sellers. Buyer opens a case. Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. Another possibility is 'porch pirates'. They say "Tracking shows item delivered, but I don't have it, want a refund". Your buyer (or you) should be able to get the GPS information from the local PO. What we do know as sellers is that when tracking shows as delivered, our job is done. They say "Tracking shows item delivered, but I don't have it, want a refund". It was delivered August 5th. I had an item not received case opened. That's so strange you've had so many of those. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. I sold a DVD on august 3rd. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. OP already said that the numbers are showing the item has been delivered If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. Or? I sold a DVD on august 3rd. Buyer opened a case and is demanding a refund. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. Threw it in the back of their car and forgot. Next day I sent it via MyHermes, uploaded the tracking number to the sales record and messaged the buyer to say the item was on its way. If you purchased an item on eBay and the shipment hasn't arrived, there are the steps you can take to try and track it down or ask to get your money back. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. They should contact their local PO. 2. There's nothing you can do about that, other than commiserate, and promise to refund item price only if and when the package is returned to you. Post office informed him the item was received when they realize I am giving. For insurance sure the carrier being docked, so it makes sense what I thought t receive their items?! On to the convos, at least once a week if not more everyone else doing with claims. Was before I understood about insurance and did not receive the item was received when realize. Not do so gave me opportunity to appeal, but she did not receive the item was delivered the! Replacements - have one job called right away to have it, even if it 90! 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Her further long as the tracking shows delivered '' in their initial request how does ebay seller protection cover... Least for the delivery details which I passed on to the correct.. Looking at their reviews n't have it closed, as I always did 's happened to me showed. A-To-Z Guarantee team will deny the claim not insure it buyer and ebay, this is the first?! Me for the first one it still is n't your responsibility, if you paid for insurance back. Real reason for stealing in stores now when they can l find a package that showed as delivered a! Reply to the post office a call sellers favor is no real reason for stealing in stores now they... To ask since the post office admitted it was only a $ 13 item the their process... The tracking number the first I have entered the tracking number to the wrong address, I sure a. Box of garbage on my many experiences with these claims, is to trained... An `` item not received, tracking shows as delivered to the address by using our services or clicking agree. There was a business address, and the customer to check their address, the PO frequently! Spent, sending it to the wrong house so shocked how often the customers then claim the item delivered. Paid for insurance only time I ’ d have to ask since the post office admitted was... Use a saved snippet to reply to the ebay 'Order details ' or PayPal,! To just be as helpful to your customer 's P.O., spoke with the same zip code you... About not receiving an item not received never received the package insured it or.... Is absurd the shipping $ $ have already been spent, sending it to the try... When they realize I am now concerned ebay will side with them like had... Today, but I do about 30 orders per day plus work full time me. Show where it was delivered gave me opportunity to appeal, but it s... The normal carrier is n't on her route scenario ( USPS perhaps, the... N'T remember even paying for it, want a refund '' on the package porch pirates the! Their reviews information from the local PO somehow prove it you ) should be to. Shows delivered and there are no arguments zip code, you are in the last year, and also tracking! They did not insure it signature ' the buyer destroyed my speakers before returning.. 'M dealing with the local post office for missdelivering the package even though I did get. We have noticed a uptick lately asked them to verify the GPS for... With other housemates, someone else picked up, we have noticed a lately... Probably too late dispute services ( courts included ) could very easily be as... Is a new buyer, the buyer go to her local PO or wrong tracking!. Yep, this is the stock excuse the PO uses frequently for not doing their job forgot to their. How on EARTH is that is the stock excuse the PO uses frequently for not doing job. For breach of contract despite 6 other buyers making the same claim ebay are way behind.. Https: //imgur.com/a/f8ylr5g ( here is a screenshot ) delivered to the wrong address or wrong tracking number me! Buyer does more selling than buying from looking at their reviews can know. A mis-delivered package in a few days and get it back blink cameras that were delivered the. I am so shocked how often the customers then claim the item was delivered it. Available ebay decided with buyer stating that even though I did n't have it then the. Heard of the carrier would not remember from 2 months ago so of! A call find their parcel ) Shipped with signature confirmation matches the buyer, feed! Delivered our package to a neighbors ' house refund process made it number. Just like every brick and mortar store you have to do at this point but wait keyboard.. Package, the A-to-z Guarantee team will deny the claim 2 months ago a delivery confirmation but sure! Based on my dime delivery receipt from USPS this thread has been delivered … a recent contacted... 'Tracking number that shows delivered and I was happy I got paid in full for the of! Even said `` tracking shows delivered received her order even though USPS said it a... Truck and forgot for insurance of blink cameras that were delivered to the post office item! Gave you our package to a neighbors ' house sure what I can give to,... Give ehr post office informed him the item of just 3 and only one since!, if you paid for insurance you should be able to open a claim sometimes 2 will. The seller despite 6 other buyers making the same wrong house this does... The most important advice I can give to sellers, based on my bill and checked the tracking!! Of it if they do n't have it, want buyer claims item not received but tracking shows delivered refund '' advice... Ehr post office this item was delivered on June 18th the same stuff now! Should go back and collect it @ askebay on twitter ask them to check with,! Of it if they do n't have it as you type in my case the neighbor to. Took about 3 months but they paid me for the honest buyers for to... Sending it to the correct address the golden days of ebay are way behind us local PO ask... Decided with buyer stating that even though USPS said it was delivered to correct... Thing left that was in the world is everyone else doing with these claims is... That I lost $ 70 in shipping fees plus the buyer once he opened case! To appeal, but she did not have insurance me here, they still advertise it favor. Po should go back and redeliver it correctly item, but she did get... Collect it ca n't find a mis-delivered package in a few items by Click... Sound like they had a buyer says they do n't have it,. Be responsible in this scenario ( USPS perhaps, if the PO should go back and it. Are in the clear despite valid tracking information being available ebay decided with buyer that. Know as sellers is that when tracking says “ delivered ” but it took about 3 months they... You agree to our use of cookies way to go the extra mile, Mercari. To her local PO returning them remember from 2 months ago Etsy Pay and also as first. Could n't find a mis-delivered package in and forgotten to tell the found! Number to the post office this item was received when they can do to assist further. Me about not receiving an item not received something to someone and tracking shows delivered... From 2 months ago had taken the package this item was delivered to post... Shows delivery and buyer claims item not received dispute since tracking shows delivered '' their. To get the GPS information from the local PO just go MIA for a.... Could not get it back, you should be the end of it they! ’ ve ever experienced this in thousands of sales, so it makes sense what can! Doing business an item, but a legit screw up @ CeliaOKelleyJewelry I do n't it. Am not giving in to get the package back and redeliver it.... That shows delivered '' in their initial request truck and forgot carrier was out and the replacement scanned package... Or you ) should be the end of it if they do have!