In the past, I have had a buyer who waited about two weeks after item was marked delivered, to tell me item was not received. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. Customer claims they haven’t received. Of course they didn’t, they never do… 'Nuff said. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. But I’d have to do something differently if it became a regular occurrence. I’ve had complaints opened and closed etc. 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 They will look at the dispute, check with tracking, and hopefully stop the refund process. 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. 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. I’m not talking about a scam, but a legit screw up. Sent me back a box of garbage on my dime. 2. If the satellite system in my car can find any address, I sure expect a professional human to do the same. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. Received a message from Amazon saying that the buyer will be filing an A to Z claim… I did a search with USPS and the manager of recipient’s local post office actually called me and said the carrier remembers putting it under the back gate. tracking shows delivered to their zip code = you are covered by ebay seller protection and paypal will deny item not received claim too. Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. Items get stolen off peoples porches, items are mis delivered, etc. Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. If the satellite system in my car can find any address, I sure expect a professional human to do the same. I suggested she ask her neighbors and tomorrow to give ehr post office a call. 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 . Buyer opens a case. 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. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. It still isn't your responsibility, other than helping the buyer find out what happened. What to do if your package shows as delivered but you can't find it. Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. The golden days of ebay are way behind us. If it's truly happening weekly, I'd change the way I ship. 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. I love the USPS and I was happy I got paid in full for the lost package without any insurance. I sold a DVD on august 3rd. It's now 12/17/19. As long as the tracking shows delivered to the same zip code, you are in the clear. That's so strange you've had so many of those. Buyer claims item not received, tracking proves delivery. 'tracking number that shows delivered with signature' The buyer signed for it, but claims not received? The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. The tracking shows delivered today, but she did not get it. If they don't get any satisfaction on their end, then you can report it to the post office where the package originated. The post office informed him the item was delivered to the address. Sold a video game, says delivered "left with individual". Any ideas? You never know. https://imgur.com/a/f8ylr5g (here is a screenshot). /r/Ebay Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. If there was a delivery error, someone out of that PO made it. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. She says she never received the package and doesn't remember even paying for it. 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). @JudyStalus  You are so right. Someone else in her household may have bought and received it. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. No reason for stealing in stores now when they can do it from home. This is happening AT LEAST once a week! Your buyer might not have received the package. Thanks. Order was shipped via Click and Drop, 5th December. Contact USPS, especially if you paid for insurance. By using our Services or clicking I agree, you agree to our use of cookies. I have this happen at least once a week if not more. Another possibility is 'porch pirates'. Buyer claims he has not received it. As it was a business address, I told him to check with the business and then with the local post office. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. So long as the tracking number shows the package was delivered (even if buyer never actually received it), then PayPal will not refund the buyer and the seller will automatically win the case (tracking shows proof). The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. 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." Buyer opened a case and is demanding a refund. Or? I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. The Australia Post site says it was delivered on January 8 and 10:14am. Happily, she got it and all was well, but it took three days to find it. Were they sent to the same city? Tracking however shows the item was delivered to the address provided. Ebay sides with buyer. I sure hate to see anyone else repeating it as if it holds water. Replacement carriers are supposed to be trained to do that job. After this, eBay will step in. They finally admitted it was delivered to the wrong house. I'm done with eBay, this is absurd. Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. He then said he will open a claim and I received an automated message from Amazon about … If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. That way tracking will show if your item was delivered and there are no arguments. They say "Tracking shows item delivered, but I don't have it, want a refund". Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. Buyer error. The PO has ONE job. Only I didn't get the package. They have lost too much market share eBay used to be good for stuff but now they dont care so much, Its possible that the item was delivered to the wrong address. Threw it in the back of their car and forgot. The buyer even said "Tracking shows delivered" in their initial request. If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). Buyer is saying they did not receive package but tracking shows delivered on time at mailbox ... USPS will not accept your claim for insurance. This was before I understood about insurance and did not insure it. I do about 30 orders per day plus work full time. The postal carriers - regular or replacements - have ONE  job. 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 I just received a message from a customer from an order that shows delivered October 14th. Ashley, do you use a saved snippet to reply to the convos, at least for the first one? Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? I had an item not received case opened. Ebay sides with buyer. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … If it indeed went to the wrong address, the PO should go back and collect it. I did spend hours dealing with it. I responded by saying that the item has been delivered … I called right away to have it closed, as I always did. The postal carriers - regular or replacements - have ONE  job. That way tracking will show if your item was delivered and there are no arguments. 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. Replacement carriers are supposed to be trained to do that job. I have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. I had a package that was delivered to the wrong house. It took about 3 months but they paid me for the package even though I did not have insurance. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. There was a delivery confirmation but not sure how to see it. 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. How on EARTH is that is anyway the sellers responsibility??? Hey I'm dealing with the same stuff right now. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. 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. This is the only time I’ve ever experienced this in thousands of sales, so not a big deal. They say "Tracking shows item delivered, but I don't have it, want a refund". 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. I insure now. Post office error. Let’s see if buyer blinks. Yes, they should do it themselves, not you. It's frustrating. Require a signature. It will only get worse, we have noticed a uptick lately. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. An item is mailed with tracking, tracking says item delivered, and on the same day the item is marked delivered, the buyer claims not to have recieved it. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. They should contact their local PO. I sure hate to see anyone else repeating it as if it holds water. I’m so sick of it! And rep told me she couldn't close it right then, buyer would have to either "confirm they received" or it would close after 24 hours. I conveyed this to buyer and eBay, but they still refunded the buyer. A recent customer contacted me about not receiving an item. How to Address an "Item Not Received" Claim. It turned out a relative had taken the package in and forgotten to tell the customer about it. rate when the normal carrier isn't on her route. I just dealt with this myself as a buyer from another company. The unofficial eBay subreddit. A lot of the substitutes seem to be somewhat lazy and if the package won't fit in the mailbox they just put it back on the truck and mark it "held at post office at customer request" (which I certainly did not request) or once, "insufficient address" on two packages on the same day (they were delivered the next day so the address was fine...), instead of walking to the house. Yep, this is the way to go IMHO. It was sitting in the back. EBay is complicit in ripping off their sellers. Press question mark to learn the rest of the keyboard shortcuts. What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. Suggested the buyer go to her local PO and ask about it. I'm sure the carrier would not remember from 2 months ago. I responded by saying that the item has been delivered and I won't be refunding. @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." 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 They say "Tracking shows item delivered, but I don't have it, want a refund". That might stop a lot of the further steps, at least for the honest buyers. They said you must have sent it to the wrong address or wrong tracking number! Help for sellers and buyers! Items occasionally are lost. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. Order was shipped via Click and Drop, 5th December. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. What we do know as sellers is that when tracking shows as delivered, our job is done. @askebay on twitter ask them to check into this. Item shows delivered. Check with the post office to get the GPS coordinates for the package and check if mailing address on the label is the same as your address or not. Nothing you can do. Last week I sold a BIN item for £150. This buyer does more selling than buying from looking at their reviews. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? I insured the package at full value. 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. It will take longer to get paid, but Mercari will eventually have to release your funds. They said you must have sent it to the wrong address or wrong tracking number! It was delivered August 5th. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! It was delivered August 5th. Best to just be as helpful to your buyers as possible. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. Item was delivered a few days later. Ebay is turning into anover amazon. Just try early or late in the day. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. This does happen. Told the buyer that the tracking shows delivered and they will not be getting a refund. 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. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. It was delivered August 5th. They finally told me they could not get it back. 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. At this point, it's probably too late. Nothing more to do at this point but wait. That’s not actually correct. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … It turns out the postal carrier delivered our package to a neighbors' house. I want to say she is a new buyer, a feed back of just 3 and only one item since 2012. I'm not sure what I can do to assist her further? Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. Customer also confirmed shipping address was correct. Which is ridiculous! The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Usually they can l find a mis-delivered package in a few days and get it to the correct address. I've only had 1 in the last year, and the customer found it at her neighbor's house. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery Great. I feel exactly the same. I'd honestly like to sue them for breach of contract. Thanks! It's not letting me file an appeal online either. No phone service makes matters even worse. So yes, it appears the ONE thing left that was in the sellers favor is no longer. In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. The post office kept evading the GPS question for the longest time. I sold a DVD on august 3rd. I was afraid this was going to happen. Any ideas on how to handle this? 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. A customer ordered through my website. If this happened with one of my orders I would advise the buyer to check around and then contact their post office, but that’s about it, because the package could easily arrive tomorrow or next week, or it could already be in the buyer's possession, and there is just no way to know. Again, not your responsibility, if the PO delivered it to your customer's door. Interesting. Your buyer (or you) should be able to get the GPS information from the local PO. The shipping $$ have already been spent, sending it to the address the buyer gave you. 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. The GPS coordinates are really helpful for that and it seems the USPS is on the hook for reimbursing whether a package is insured or not if there is proof it was missdelivered and GPS coordinate scans now provide that. Something they said made it sound like they had a "kitty" that they used for this. 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. It was a $30 toy, so I didnt insure it. Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. Here is a screenshot of the tracking information. 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