Royal Mail possibly delivered to the wrong address
Summary: jus468420 was concerned about a package they sent which, according to tracking, was delivered but the customer claimed not to have received it. cbennissupplies advised checking the GPS coordinates and using eBay's process to open a case if necessary, suggesting that many buyers might try to exploit sellers. simplyessential_uk supported this approach, noting that eBay might monitor buyer behavior and offering tips on dealing with chargebacks. Ultimately, jus468420 reported that the customer found the parcel, to which cbennissupplies was unsurprised. watchfan700uk shared their experience, suggesting waiting a few days might resolve such issues.
Hi all,
I sent an item out Friday which was delivered yesterday. The customer has just messaged me saying his tracking says delivered but he's not got it. I can access the GPS coordinates which shows it is his house, the photo is not definite but the photo shows red brick house which google maps also confirms.
I'm not quite sure how to proceed with this now? I'm a business seller so it's not gone SD, and I don't want a neg feedback if I tell him the coordinates shows his house on tracking. Do you think I should contact Royal Mail (nightmare)
Any help is appreciated .
Thanks
watchfan700uk
·1 month ago · EditedOccasionally this happens and I asked buyer to wait a couple of more days and oddly it seems to find the buyer somehow.
You only need a delivery scan which means you do not have to refund but if they buyer is adamant they do not have it - that is an awkward situation to resolve. I do not send out more product if there is a delivery scan - no point in using tracked mail if you have to send out a 2nd item where delivery is confirmed.
cbennissupplies
·1 month agohave had so so many of these and they are getting more common, you did the right thing check GPS if it shows delivery at address that's great and 10/10 for checking with street view
advise that royal mail shows item delivered and POD shows at address location, dont drag it on keep it simple.
if they are adamant, ask them to open an item not received case in respect to keeping within the required channels set by Ebay
( some times they stop at this point if trying it on )
if they state they do not want to then that is there option, if they neg you can get it removed as you advised to open a case but they refused !
if case opens just make sure tracking is shown and state royal mail shows item delivered on *** at **** . GPS coordinates from time places point of delivery at their location.
case runs its course either yourself or buyer escalates but preferably you, case closes in favour of seller and you are covered
do not doubt yourself for one moment, buyers think traders are thick and will treat you as such until you show you are more switched on then them. stick within the guidelines, do not allow yourself to be intimidated or threatened
jus468420
OP1 month agoMany thanks for your comprehensive reply, very useful. I'll do what you've advised, thanks again.
simplyessential_uk
·1 month agoIll second that advice - Often the buyer is refunded but Ive had a few recently where they are not, strangely they dont contact me or leave a neg - Im wondering if Ebays systems now calculate how many times a buyer has declared an item hasnt been delivered and then is refunded then after that they are declined. - Still leaves them the option to do a "chargeback" with their card company but even if they do you are still covered
jus468420
OP1 month agoThanks for confirming, nice to know I should be covered.
the_brick_lodge
·1 month agoI always include "we always recommend checking around to make sure someone hasn't scooped the mail up off the mat and popped the parcel to one side" in the message as it gives them a get out or encourages them to have a check around.
jus468420
OP1 month agoUpdate, customer found the parcel after your advice
cbennissupplies
·1 month agofor some unknown reason I am not surprised