|
|
Buyer says did not receive item . Tracking shows delivered.
Starting May 1—get up to 2,500 FREE listings* every month with an eBay Stores subscription
eBay has reduced the upfront cost to sell for Store sellers! With eBay’s new everyday rate plans, you get from up to 150 to 2,500 FREE listings* per month—no insertion fees, auction-style or fixed price—with an eBay Stores subscription. You pay a final value fee only when you sell! Plus, the final value fees for Stores have been streamlined to just 5 competitive category-based rates as low as 4%—and never more than 9%—regardless of how you sell.
Learn more about everything eBay Stores have to offer, then use the Fee Illustrator to find the best Store option for you! Watch this tutorial to learn how.
*Pay no insertion fees for your allotted free listings per calendar month. Optional fees, including advanced listing upgrades and supplemental service fees, still apply. Pay final value fees only when you sell. Motors Vehicles, Real Estate, Heavy Equipment, Concession Trailers & Carts, Imaging & Aesthetics Equipment and Commercial Printing Presses are excluded. 12 free pictures does not apply to Motors Vehicles listings. Terms are subject to change. Learn more.
|
|
Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 08:23 AM
|
The buyer says she did not receive the item . Tracking shows item delivered. Do I have to refund the money or should I??
|
|
|
|
(1 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 08:34 AM
|
First, don't worry just yet; many of these packages show up within a few days after you provide buyer with the tracking number. Calling the buyer's PO and/or asking him to check with family members may speed that up. In the meantime, try to keep both parties calm and professional. Some sellers aggravate the situation so badly that they still get poor feedback even after the package is found.
In the meantime, a couple of things might be relevant:
Was the package insured?
How much was the sale?
|
|
|
|
(2 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 09:22 AM
|
If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:
1) The buyer is simply lying and they really do have the item.
2) Somebody stole the package from the mailbox or doorstep.
3) The item was delivered elsewhere by mistake, like the neighbors for example.
Don't automatically assume the buyer is lying. This same situation has happened with things I've sold a couple of times and it turns out the package was delivered at the neighbor's house by mistake and it takes another 2 or 3 days for it to be returned to the PO and then delivered to the correct address.... or the neighbor eventually takes it to the correct address themselves.
A couple of things to keep in mind:
Calling the buyer's local post office is a good idea, but tell the buyer you're doing it first before you actually do. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package.
If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, they buyer will lose the claim, BUT nothing prevents the buyer from leaving bad feedback at any time during or after the transaction. So, don't get too emotional in your correspondence with the buyer. Keep it professional, take your time, and make no assumptions or accusations.
|
|
|
|
(3 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 09:52 AM
|
If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:
There are probably even more, but you missed what appears to be a common one:
Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.
|
|
|
|
(4 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 10:19 AM
|
first d.c. isn't tracking, it's not always correct.
i have a package showing "out for delivery" now for over a month that never arrived as yet.
if a small amount , i'd just refund buyer cost of item
age is a measure of time , wisdom is the measure of how we used that time
|
|
|
|
(5 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 29, 2012 06:23 PM
|
DITTO on deeplists response!
|
|
|
|
(6 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 30, 2012 08:35 AM
|
couldabeenworse wrote:
Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.
That simply doesn't happen. A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.
The three scenarios I pointed out above are the ONLY explanations as to why a package would show "delivered" but supposedly never received.
|
|
|
|
(7 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 30, 2012 10:06 AM
|
Actually, it does happen. It has happened to packages sent to me as I live on a rural route and often things will be scanned as delivered by the carrier and I have to wait at our local gas station for her to drop it off, if she remembers. I have had a "delivered" package sit in her car for 3-4 days in the past.
|
|
|
|
(8 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 30, 2012 10:30 AM
|
A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.
You are assuming the carrier is competent, trustworthy and properly equipped. I'm sure there are carriers that cut corners, and I've been told there are still some routes in my area where the carrier doesn't even have a handheld scanner, so they scan the parcels before they even put them in the truck.
At my home address it is not at all unusual to see a 7:30 am delivery scan even though the item doesn't reach my mailbox until 2:30 pm.
|
|
|
|
(9 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 30, 2012 10:44 AM
|
emergencyvehicleli.. wrote:
I live on a rural route and often things will be scanned as delivered by the carrier and I have to wait at our local gas station for her to drop it off
What kind of a red-neck post office do you have in your area? That doesn't make any sense what-so-ever. The USPS is legally obligated to serve all Americans, regardless of geography, at uniform price and quality. How is it that you have to "meet" your postal carrier at a "gas station" in order to receive your packages? That's ridiculous.
|
|
|
|
(10 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 31, 2012 07:58 PM
|
The post office has many LESS employees now. Maybe it's that way in that area because it's impossible for that 1 carrier to cover a huge area in a 7- 8 hour shift. Count your blessings if you post office is near you and you have competent carriers!
|
|
|
|
(11 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 31, 2012 10:42 PM
|
DEEP is 100% on T!! However, from my own experiences call Ebay ask them what to do, have them open a case to protect yourself if it gets nasty. Or if the item is NOT expensive and below $20.00 I'd just give that person a refund, smile and then block them a neg is not worth $20 because they will come back with a fb either or.
|
|
|
|
(12 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 31, 2012 10:47 PM
|
DEEP: "What kind of a red-neck post office do you have in your area?"
Omg wait, I'm still on the floor LMOA! =/ Be nice people geesh maybe this person really is a redneck..and Betty boo boo is his/her daughter, jk. My husband is a farm boy so this is a joke.
I had a situation where we DID make a mistake on a package, one number off on the address. So, the mail guy gets there and the people sign for a package coming from us..=/ So, the buyer emails us and says the mail person at the post office said that that express mail package was delivered to 4(#$ didid st..not my address. Now nobody is in the house, I mean like gone, bye bye.
So, I am going to refund her the $200.00 because WE did mess up, but the package was in her name and a man signed for it! I learned to ALWAY make sure its a restricted EXPRESS package...live, learn, laugh lifes to short.
|
|
|
|
(13 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 31, 2012 10:51 PM
|
Oh and then there was the lady who told us that we were up to something with the PO because her package was sitting in the middle of Bell Gardens somewhere for over 3 weeks!!!!! I called the office they had to report it, I told her we couldn't possibly control that, she demanded a refund! I gave it to her because that I'm told was our fault too?
|
|
|
|
(14 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Aug 31, 2012 10:52 PM
|
Oh and so when the purse gets there she'll get that for free too!
No negs from her yet, was it worth it.
Yes.
|
|
|
|
(15 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 3, 2012 12:31 PM
|
deeplist wrote:
couldabeenworse wrote:
Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.
That simply doesn't happen. A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.
The three scenarios I pointed out above are the ONLY explanations as to why a package would show "delivered" but supposedly never received.
lol, we have packages scanned as delivered here, that are still in mail carriers truck. they either couldn't fit them in the cluster box or the package box was full with another's mail.
they scan them when they want in most cases. i still have one showing scanned out for delivery , been 2 months.
have several that were never scanned but were delivered.
age is a measure of time , wisdom is the measure of how we used that time
|
|
|
|
(16 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 3, 2012 12:33 PM
|
toybrats wrote:
The post office has many LESS employees now. Maybe it's that way in that area because it's impossible for that 1 carrier to cover a huge area in a 7- 8 hour shift. Count your blessings if you post office is near you and you have competent carriers!
Postal downsizing has NOTHING to do with it. Again, the USPS is legally obligated to serve all Americans, regardless of geography, at uniform price and quality. There is absolutely NO WAY that any post office is going to REQUIRE you to meet your carrier at some gas station to collect your mail. PERIOD.
And if they do, for whatever reason, and you believe you have to do that in order to get your mail, then you need to contact them and file a complaint against that particular post office because they're not doing their job.
|
|
|
|
(17 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 5, 2012 10:18 AM
|
It has happened to me when I've ordered items from Amazon and they use ONTRAC to deliver. I have received the item 1 to 3 days after it shows delivered. Also, one time with the USPS but got an apology from the postman who said he just forgot to leave it.
|
|
|
|
(18 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 10, 2012 09:58 PM
|
Actually, this has happened to me. I live in a 3 lot complex and the walk from the street to my home is about a 100ft walk. The mail carrier knows I receive a lot of packages and usually waits a day until more packages arrive to make the walk up to my home if they do not fit into the mailbox up front. I acutally have a package now that is scanned as delivered, but will most likely show up tomorrow along with a few other items I'm expecting.
|
|
|
|
(19 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 12, 2012 06:11 AM
|
deeplist wrote:
If the buyer says they didn't receive the item, but it shows it was delivered, then there's only 3 possible scenarios:
1) The buyer is simply lying and they really do have the item.
2) Somebody stole the package from the mailbox or doorstep.
3) The item was delivered elsewhere by mistake, like the neighbors for example.
Don't automatically assume the buyer is lying. This same situation has happened with things I've sold a couple of times and it turns out the package was delivered at the neighbor's house by mistake and it takes another 2 or 3 days for it to be returned to the PO and then delivered to the correct address.... or the neighbor eventually takes it to the correct address themselves.
A couple of things to keep in mind:
Calling the buyer's local post office is a good idea, but tell the buyer you're doing it first before you actually do. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package.
If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, they buyer will lose the claim, BUT nothing prevents the buyer from leaving bad feedback at any time during or after the transaction. So, don't get too emotional in your correspondence with the buyer. Keep it professional, take your time, and make no assumptions or accusations.
Very good post. It's always a tricky situation. I've had this occur 4 times in my selling career. The first time, the buyer was finally able to locate it at another address that was similar. The second and third time, the buyer and I agreed to split the cost . The fourth time, I told the buyer it showed delivered and to check around. She emailed me to tell me that she checked with the neighbors but no package. I told her I would let her know if it came back to me but it did not and she did not contact me further. I don't know if it ever found her or not. When I get a misdelivered package, I put it back out for redelivery.
Like the quoted post, keep lines of communication open and do what you feel is right and fair. There is no one solution that fits all problems.
"Women and cats will do as they please, and men and dogs should relax and get used to the idea." Robert Heinlein
|
|
|
|
(20 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 12, 2012 10:18 AM
|
tracnking? did you use a true tracking service not d.c. through post office? d.c. isn't tracking.
post office misdelivers daily
age is a measure of time , wisdom is the measure of how we used that time
|
|
|
|
(21 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 12, 2012 11:45 AM
|
Apparently the delivery confirmation number DOES constitute as a "tracking number". It even says so right on the label your print FROM EBAY.
|
|
|
|
(22 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 13, 2012 02:30 PM
|
deeplist wrote:
Apparently the delivery confirmation number DOES constitute as a "tracking number". It even says so right on the label your print FROM EBAY.
It only says that on labels you print from eBay or from PayPal. If you print from USPS.com, you'll see that barcode/number called "Item Number."
Also, to address something you posted earlier.
deeplist wrote:
If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, the buyer will lose the claim,
That statement is incomplete. It should read:
If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered in the ZIP code given with the "OK To Ship, Seller Protection Eligible" address provided by PayPal in the payment details, the buyer will lose the claim.
The ZIP code for the delivery is critical. If the buyer moved, and has a forwarding order, they can win a claim of "Item Not Received" if the package is forwarded to their new address. Don't ask me how I know this, but now I mark all my USPS packages "Return Service Requested" so that they are never forwarded to a different address.
You lock in your profit (or loss) when you buy the item.
|
|
|
|
(23 of 55)
Re: Buyer says did not receive item . Tracking shows delivered.
Sep 15, 2012 06:40 AM
|
deeplist wrote:
couldabeenworse wrote:
Carrier scanned the package as delivered (either before leaving on his route at at the recipient's doorstep), then, for any number of reasons, failed to actually deliver it.
That simply doesn't happen. A package will not ever say "delivered" when it's still still sitting in a postal truck or at a post office somewhere. A "delivery" scan isn't performed until the moment the parcel is dropped on the doorstep, or placed in the mailbox.
The three scenarios I pointed out above are the ONLY explanations as to why a package would show "delivered" but supposedly never received.
not entirely true. if they scan it at the desk as delivered and send it on its way....it shows delivered the entire time it is in transit
|
|
|
)
Starting May 1—get up to 2,500 FREE listings* every month with an eBay Stores subscription
)
)
)