Buyer

[agnikia28_2]

Hi ,

I require assistance regarding a buyer who claims not to have received a parcel, despite tracking indicating it was delivered directly to them. The buyer suggests a neighbor may have taken it and is now requesting a refund.

[tressygirl]

Well, they may ask you for a refund but they're out of luck!

Send them a polite message including the tracking to shoe delivery was made, if they open a case for item not received, entering that tracking number will close the case in your favour,  there is no claim to win for a refund from eBay.

If the neighbour may have / has taken it, their beef is now with them!

@agnikia28_2 

[agnikia28_2]

Hi ,

Thanks for getting back to me so fast.

I told them to contact eBay because I have proof it was delivered to this
address since every delivery is photographed. However, she keeps sending me
messages demanding her money back..

[red_magpie]

she keeps sending me messages demanding her money back..

She may genuinely not have received the item. Theft of parcels from the doorstep is rife and it's not uncommon for items to be delivered to the wrong address.

There's no point in the two of you arguing about this. If she claims not to have received her item she needs to open a case under eBay's money back guarantee. Being a private seller, I presume you sent it using eBay's simple delivery? If so, it will be up to eBay what to do, as under simple delivery they are responsible for refunding buyers for non-delivery, not the seller.

The chances are that they will just check the tracking record, and refuse a refund. The onus would be on her to appeal the decision and prove that it was incorrectly delivered. If it was stolen from the doorstep this isn't covered. That said, you can never entirely predict what eBay will do, but in any case any refund should be up to eBay, not you.

If the buyer loses her case and she will be unable to leave negative feedback. Any already left can pronably be removed.