Buyer says they have not received item - tracking shows delivered

[mysterious_cities_of_mold]

I have received a message from a buyer saying the parcel I sent them is marked as delivered on Ebay but they have not received it. I tracked the parcel on the Royal Mail website and it has been delivered. The buyer says they were out all day and no note was left by Royal Mail and no sign of the parcel. They have checked with their neighbours and the parcel was not delivered there.

They believe the parcel could have been stolen by the postman as one of their neighbours told them the same thing had happened to 2 of their parcels recently. They said the signature for the parcel was just a scribble. To me, it looks like the postman probably signed it themselves, but I have had postmen do this during the Coronavirus situation when they leave a parcel in your porch and they are still doing it now, it does not mean they are stealing them.

The buyer is asking me to look into the situation but I am not sure what else I can do from this end. They say "the complaints must come from the sender" but I thought it would be up to them to contact the Post Office from their end and maybe even the police if they think it has been stolen. I had uploaded the tracking number and it show as delivered so I doubt I myself could claim anything from the Post Office.

Any advice on how to proceed with this would be appreciated.

[mrday9]

Thanks for these tips. Really handy. Im currently having the same experience - buyer saying they've not received the item yet Royal Mail tracking showing Delivered. The buyer doesn't have any history of duplicity so I trust him. The annoying thing is Im selling old CDs and vinyl and the 2 items Ive sold which have gone for decent money - neither have reached the buyer. Never happens with a cheap £5 CD. 
Oh well. Thanks again for the post above. Given me pleasure of options 

cheers

nigel 

[mrday9]

PLENTY of options, even 🤣

[mrday9]

It wouldn't be so bad if ebay didn't come down so hard on the seller. Ive had my account frozen because a buyer has said hes not received what I sent and I've only been selling for 10 days !!! 
Up until 2019 I sold a lot of stuff but it got to the stage where I was losing over £100 a month from people saying they had not received the item, even if it showed as Delivered on the Royal Mail website. I stopped selling because of that. 
Im now in a position where I need to make some space and have a ton of reasonably valuable stuff to sell. Told myself that maybe I would be ok with the buying/selling thing this time, yet within the first week Ive had 2 of these already. And surprise, surprise both items are the most expensive items Ive so far sold. It does make you think. 
Anyway, looks like Im going to be out of pocket by £200 this time 😞 

[Anonymous]

ebay seller protection is not worth the paper it is printed on, Ive just been screwed good and proper buy ebay!

Hell will freeze over before I will ever sell again on ebay!!!

[sesomas]

If the item tracking shows your item as having been delivered to your address, how can you blame the seller after that?  A seller should of course do some checking themselves in terms of tracking details, but if you weren't in when it was meant to be delivered and somebody stole it from your doorstep, that isn't the seller's fault.  And, if it was delivered to the wrong address, that is obviously the courier's fault.  Other than checking tracking with the courier, there isn't much else a seller can do.

[gurna243]

Hi shown proof postage tracking number and also shown delivered tick lady left the parcel at pick up point too long wont go back to sort it wants refund 

[gurna243]

Hi thanks i know she had parcel i even rang store pick up point 

[gurna243]

i really don't want to refund its last day thankyou

[potters_uk]

So what you are saying is that the only way to show it was delivered to the correct address would be to put it in your car and drive it there yourself. 

[hagy_3554]

Hey. What was the outcome of this? I've just had a very similar situation. I sold a camera, buyer paid full price for it, and I sent it with yodel tracking. Courier said the item was delivered, and sent photos of the delivery. Now the buyer is claiming it hasn't arrived and that the photos were not of him receiving it. He's opened a return request. What do I do?

[tressygirl]

Photos will not help them with eBay they might later with the courier, but not with an eBay case,  it's tracking that eBay wish to see showing delivery.

Enter the tracking number into the case the buyer opened, if your tracking shows delivery to the name and address eBay provided on the delivery order for the item,  the case will close in your favour , no need to refund.

Enter that tracking now,  if not already entered,  where you marked the item as dispatched.

@hagy_3554 

[gurna243]

thankyou

Sent from my Huawei tablet

[sesomas]

Ebay were fine with me recently when I had a similar case.  A woman contacted me to say she hadn't received a parcel, so I sent her a scan of the tracking map (with co-ordinates of the delivery on it)  and asked her to check if it looked like it was delivered to her house.  She didn't answer me, and then a few days later she put a claim in with eBay, but eBay dismissed her claim after I told them tracking showed it had been delivered, and she couldn't be bothered to answer me about checking the tracking map.

[gurna243]

thankyou so much 

Sent from my Huawei tablet

[cgo_ca_z6tcyivgiq]

Received item thanks.

[crissy.annie]

Ok, thanks for letting me know.regards Crissy

[shwanoraldi_0]

am sorry .. then is buyer fault item not delivered? seller chosen to pick that delivery company which didn't delivered .  I ordered  an item and post office said it did !! well obviously it was delivered to wrong address.  how is that buyer fault when we even didn't choose the courier ? 
is seller duty to make sure item reach point X including picking right delivery company ! well it didn't ! so u think is buyer fault !!?

[shwanoraldi_0]

so u choose Royal mail .. buyer didn't received it  !! and is up to the buyer to chase up !! or is simply a scam !! kind lazy and lame .. am in same situation !! item marked delivered when is not !! Royal mail must posted somewhere else .. it happens !! I find u blaming buyer is unacceptable and even call them scam !!  

FYI I called Royal mail .. and GPS is tracked 10-20 m far away from my address !! and even they asked me to ask buyer to chase it up  not me !!!! I find ur answer really not professional trying to put that on buyer !!   

[shwanoraldi_0]

so is buyer fault then and he need to order a new one when he even didn't choose the postal service for delivery !! Sometimes sellers are just seeing things from thier side only !

[sesomas]

So, what courier would you choose?  I used Royal Mail, the tracking showed it was delivered, I checked the GPS and asked the seller to get back to me to say if the GPS sounded correct, but she didn't answer me.  If eBay decided to weigh in favour of the buyer in my case, ignoring tracking, and ignoring the fact that the buyer was being unhelpful and unresponsive, then that leaves the system open to chancers who will just buy anything they want, claim it is undelivered, and get away with it.