Buyer says parcel is missing but is showing delivered

[jackspea]

I received a message from a buyer this afternoon to say that the parcel that was delivered today has gone missing, and they cannot find it.

The tracking info from RM shows it was delivered, has GPS coordinates and a photo of the parcel outside the front door of the buyer.

I told the buyer all of this and advised them to speak to the neighbours.

Buyer says neighbours are not answering, and is asking me what to do?

I'm thinking I will tell them to keep trying the neighbours and report the parcel as stolen to the police? Not that that will do much as the police are unlikely to do anything.

I feel bad, but there is also nothing I could have done to prevent this from happening.

Where so I stand with this? I know that sellers (in general, not on eBay) are usually responsible for items until they are in the hands of customers, but doesn't simple delivery negate this issue? 

[therenewalworkshopltd]

Firstly, was it a photo of the parcel at the front door, with the door open?

If it was, then the buyer definitely has it!

If not, then you need to make a claim with Royal Mail.

The buyer may have a nominated safe place with them, which means that it would have been left there.

But at the end of the day, it's up to RM to sort out.

You will more than likely have to refund the customer.

[**peaseblossom**]

eBay will go by the tracking so the buyer won't win a "not received" case.   All they can do is check with neighbours.

[therenewalworkshopltd]

That is far from guaranteed.

Aside from which, it is virtually guaranteed that the customer will put a chargeback through if they haven't actually received it.

I actually had one of these a couple of days ago, coming to myself.

Evri literally left it photographed on top of my post box.
On the door, directly in the street.

Left at 10am and I realised at about midday.  And it was gone.

Got  replacement sent out.

The seller has the responsibility here.  

[vinylscot]

The buyer will have posted the item using Simple Delivery.

As the package shows as having been delivered, the buyer will not win any INR case, and if he successfully appeals, eBay should deal with the refund. eBay should also defend any later chargeback, and would probably be successful, unless there is more to it that we don't yet know.

The seller should not be out of pocket.