Buyer claiming item not received but has confirmed receipt of item!?!?

[tallulah-1022]

Hi all,

Can anyone assist me please?

I sold an bag and sent it the following working day 2nd class and retained proof of postage.

The buyer messaged me a few days later within the ebay messaging system to confirm they have received it and they're really pleased; in addition they have left me positive feedback.

I have since received notification from ebay stating the buyer is claiming they haven't received the bag.

I responded by messaged the buyer advising them of the claim I've received and asking that they inform ebay that they have indeed received the item.

No response received as yet though.

This is the first time I've had any problem and don't know where I stand.

Can anyone advise, please?

I find it bizarre that they have confirmed receipt and left me great feedback, but subsequently submitted a claim!

[thedemon2014 · Accepted solution]

If you sent the item by anything larger than a Large Letter there would be a 16-digit reference number on the POP. That is not true tracking but eBay does accept it if it shows the item has been delivered.

If you do have tracking that shows that the item has been delivered, have you added the tracking to the listing details?

If you have not done so then do it now.

Has the buyer opened a case against you in the Resolution Centre? No case opened, then no refund.

 https://resolutioncentre.ebay.co.uk/

Tracking that shows delivered is the only defence sellers have against ‘Not Received’ cases. Tracking that shows delivered should close the case automatically in your favour and you will not need to refund.

[tallulah-1022 · Accepted solution]

Hi there, thank you so much for your help. I have located the reference on my proof of postage and checked on the website; this confirms it was delivered. The buyer has indeed opened a claim in the resolution centre so am now waiting for the buyer or eBay to respond. I really appreciate your help with this.

[thedemon2014 · Accepted solution]

Make sure the tracking details are added to the case in the Resolution Centre. Good luck!

[*guinevere*]

That's good. If it shows delivered she will lose a not received case. I bet she's opened a case for the wrong seller.

[tallulah-1022]

I’ve now had it confirmed that the matter is closed and there’s no further action needed on my part. Thanks again. 🥳

[*guinevere*]

First thing to do is check on your POP and there will be a long reference number which will tell you if it has been delivered when entered on Track and Trace. 

If it shows delivered add it to your transaction.

Second, I wonder if your buyer has opened a Not received case on the wrong item as you say she has confirmed delivery.

Sadly the only thing ebay will look at is whether the tracking shows delivered or not. If it does, you will win the case and if not you will have to refund.

[tallulah-1022]

Hi there, thank you so much for your help. I have checked the reference on my proof of postage and this shows the bag has indeed been delivered. I’m sincerely hoping she’s made a claim on the wrong item. I’ve submitted the tracking reference and am waiting for eBay to the buyer to respond. How frustrating as I would never cheat someone out of something.

[ruby*tuesday]

Could have easily just mixed you up with another Seller. Have you added your Tracking Number into the Sale Summary?

[tallulah-1022]

Thank you for your reply. I have now added the tracking number. I didn’t realise this was actually a traceable item, I thought it was simply a reference to show I’d sent it to the relevant post code. Thank you so much!