Awkward one...

[the_bald_orc]

So I had a case opened for INR on Sunday despite item showing as delivered. The buyer says they've done all the usual things of checking safe places, asking neighbours etc and can I raise it with RM.

I did raise it with RM and to their credit they investigated really quickly, I've just heard back from them that they have interviewed the person who made the delivery and they confirm it WAS delivered to the correct address, and as far as RM are concerned the case is now closed.

Awkward. What do I tell the buyer? That RM thinks you're pulling a fast one? Should I refund them anyway? Out of the things I sell the item was on the more expensive side (although not super expensive).

Advice appreciated as always.

[messier44000]

Does RM show a photo of the delivery and the GPS coordinates ?

Forward the update you got from RM to them.

Had a similar one a while back.

Buyer messaged to say not delivered.

I showed the buyer the image of the large letter being put through their 

front door letter box. Asked them to tell eBay if it was not their door.

Then heard nothing else from the buyer.

[the_bald_orc]

We have the GPS coordinates (which are correct) but unfortunately no photo, and to make it slightly more complicated they live in a block of flats.

[lucy_farmer]

Hello Orc,

If it's a block of flats they could well be telling the truth.

And just because something is marked as 'delivered', it really doesn't mean the buyer has got it...

I know because I'm in exactly the same situation but from the *other side*!

Ordered something, (3 very old paper maps; hardly a scam magnet or worth pulling a fast one for) Tracking says delivered .

No photos to see which door it *actually* went through...... because it definitely wasn't my door.

I've given the seller 4 weeks so far to try to chase the post office and find out what's happened, but he's now gone quiet on the subject . He knows that, with the tracking ebay, won't force a refund.

In a couple of weeks I will have to pull the nuclear option of 3 red dots .

Even though I know it wasn't his *fault*,  he hasn't tried to help 😞

[bravergrace]

It's difficult, especially with flats - parcels can get picked up by the wrong person, put in the wrong box/pile, handed to the wrong person by the postman, or whatever.   And if the postman didn't leave a card, the buyer won't necessarily chase it immediately.

The only thing you can reasonably do, is to ask the buyer to check with the neighbours (and family members) - if you can do a mock-up of the parcel (showing the colour, size etc), it may help jog someone's memory.

[therenewalworkshopltd]

I must admit, I have had exactly this happen a number of times with customers.

Frankly, I rely on what the tracking is telling me.  

The customer may/may not be telling the truth, but there is really not a great deal that you can do with it.

If you contact RM and they tell you that they have delivered it, then what exactly is it that you expect a seller to do that is more than that?

And by they way, value has nothing to do with this.

I have had customers pulling this on tracked items, worth less than a fiver before now.

There are plenty out there that are just looking for a refund, no matter what it is.

If you leave negative feedback for it, then the seller is likely to get it removed.

If you just open a case, then it will likely just be closed as tracking proves delivery.

So as a buyer, there is very little you can do.  Other than go speak to the postman.

They will literally be able to tell you where it was delivered.  And I really don't understand why people refuse to do this, but seem to expect the seller to do more!

[the_bald_orc]

I have been in touch with Royal Mail, they've investigated and spoken to the actual postie who claims they did deliver to the correct address, so as far as they are concerned it's case closed.

[plpmr]

if you have not uploaded tracking showing delivery then eBay will find for the buyer and force a refund which will damage your account.

[moldosgifts]

Have you forwarded the message from royal mail to the buyer?

[lucy_farmer]

'if you leave negative feedback for it, then the seller is likely to get it removed.'

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Why? and how?

If it's the 'buyer's opinion' and doesn't break any 'feedback rules'?

[therenewalworkshopltd]

Because if tracking shows that it is delivered, Ebay sees it as delivered.

Which in turn means that it's not an opinion, but effectively a lie.

But I ask again, If the seller has gone down the route of contacting RM and they have told them it's been delivered, what exactly are you expecting them to do further?

What is this help that they have not given, that you want to penalise them for?

[superchallenge]

I would say that if the seller has tracking stating that the item has been delivered, and the buyer leaves feedback saying "the item was not delivered" then the feedback doesn't qualify as being the buyers' opinion.

In your case, it isn't ideal because you aren't trying it on. But if people could leave that sort of feedback despite tracking proving/claiming that the item has been delivered, it isn't a massive leap to think that people would start leaving negatives saying that they hadn't received an item in the hope that the seller would give them at least a partial refund in order to preserve their feedback score.

[lucy_farmer]

'..... saying "the item was not delivered" then the feedback doesn't qualify as being the buyers' opinion.'

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Never said I was was going to say 'item not delivered'.....

Saying , e.g.      "parcel *marked* as delivered , but to the wrong house: seller uninterested in helping. "

??

[superchallenge]

Fair enough. In that case, I would say it's random as to whether the seller can get eBay to remove it. I've seen sellers get less than that removed, and I've seen sellers be told that stone cold facts (that they can prove) are just the buyers' opinion and so the feedback stays.

Depends on which script the customer service person is reading from on the day the seller complains 😁

[the_bald_orc]

My situation has resolved itself, the buyer has reported the item has been delivered today, but has been opened (thankfully it seems to be intact). Very strange state of affairs.

[lucy_farmer]

👏

I'm glad it's sorted out positively for you 😊

[jlovie]

That sounds like it was delivered to the wrong door, someone opened it without looking at the address (I've done that with letters before) then when they realised it wasn't for them they put it through the correct letterbox.

[bravergrace]

Yes, either opened by mistake, or else the postman wasn't being entirely accurate.