Help Item tracked and was delivered but Buyer claimed they have not recieved it?

[suppie12]

Hello,

can anyone kindly help me I shipped an order on Monday, the 3rd of  March with Royal Mail Tracked 48, and tracking shows it was delivered/received on Wednesday. I only now just received an email today from the customer claiming they have not received it?

I don't know what to do? I have asked the customer to check ask their neighbors if they may have picked it up - they live in an apartment area but what steps should I take? Will I be out of money,need to refund etc?

Thanks for reading, any help is much appreciated.

[lucy_farmer]

If the parcel can't be found , ask your buyer to open an 'item not received' case with ebay.

When you put the tracking number with the delivery confirmation into the case, it should close in your favour (i.e. you don't have to refund).

If the buyer appeals the case, it should go from being dealt with by computer (which the original case will be) to being looked at by a human being.

Depending on how this human feels, they buyer may win their appeal, and you get the money grabbed away again!

If that happens, come back to this forum for more help......

But as your buyer lives in an appartment block , they may well be telling the truth ; the item could have been picked up and 'put in a safe place' by somebody else.

Asking around all the neighbours is definitely the right thing to do *BEFORE* getting them to open a case 😊

[suppie12]

Thank you so much for taking the time to help and respond, I was super anxious ^^; 

I just messaged them to kindly check with the  neighbours just in case and if not I will tell them to open the item not received case with ebay and go from there.

[ifidget]

You'll probably be ok I had a similar case with an item delivered to me and the tracking GPS indicated it was delivered to the wrong address. Ebay insisted that I should obtain an omission from RM omitting that they  miss- delivered which they wouldn't do so no refund from RM, the supplier or ebay. 

[suppie12]

Message sent to the buyer, I was a little skeptical since 2 days passed before he notified me about the order. I thought eBay also sends an email to a customer when their item has been delivered too.

[the-nutwood-collection]

Check the tracking on the RM website.  This will show an image of the delivery location, and should show the GPS coordinates for the delivery location.

I always send the buyer a link to the RM website, so they can see the geography of the delivery.  Most times, they go quiet - many buyers don't know that there's an image and GPS, and they're just trying it on.

[suppie12]

Thank you kindly for taking the time to reply, the buyer has checked the tracking but claims the image shown in the photo is not their home/location. I also checked the tracking but I do not the GPS coordinates?

I have contacted Ebay customer service for help.

[the-nutwood-collection]

The GPS coordinates should be shown below the tracking image, but sometimes they're missing.

As it's marked as delivered by RM, you should be protected from an INR.  The buyer can claim against RM if they believe that it has been misdelivered.

[lil.the.vig]

If it say’s delivered then it is delivered. Ebay will be on your side for this one. It’s up to the buyer to track it down. You have done your job.

[lil.the.vig]

It’s a delivery issue and the buyer needs to track it down. It’s delivered!!

[timetosay_goodbye]

Please try customer service at Royal Mail.  It can be a nightmare, but you can have a live chat and be ready to add your tracking number.  They are really good and will email you a copy of your chat.  That said, as others have said, it isn't your problem, but he/she will soon enough back off.   After months of not listing, I had a similar experience (so called damage), albeit it wasn't tracked, but signed for.  Relayed to my buyer what Royal Mail said.  No response, all quiet.  Good luck.

[sml192]

As advised, if the buyer opens an 'Item hasn't arrived' claim eBay will find in your favour as you have tracking proving delivery.  Make sure the tracking is uploaded to the order and to the claim when opened.

If the buyer then appeals eBay may decide to provide them with a courtesy refund, i.e. out of their own funds rather than yours.  There is no reason why they should reverse the original decision.

[suppie12]

Buyer has opened a case against me, whilst viewing the case I have the following options

Update tracking details for the buyer

Refund the buyer

Send the buyer a message

Do I need to update the tracking with the same tracking number I bought from ebay postage label?. Speaking to Ebay chat,  they're saying I don't and they can see it's been delivered however, not going to take the risk and want to make sure

[lil.the.vig]

Phone ebay and tell them that the item was tracked and it is showing as
delivered.
That’s all you need to do.
It isn’t your problem now.

[sml192]

If you bought the postage label through eBay then you don't need to update the tracking as it will be uploaded to the case automatically.

There is nothing further that you need to do at this stage. 

[suppie12]

Hi, they know its tracked and its been delivered. They tell me I'm protected, however, I have to reply back to the case. They're saying I don't need to respond as they can see tracking shows its been delivered. However, is this correct, as I can provide tracking again but they're saying I have no need.

[lil.the.vig]

Still need to notify ebay because the buyer could be committing fraud

[suppie12]

Thank you, so ebay chat was correct and I don't need to do anything.

[fribblecollectables]

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Do I need to update the tracking with the same tracking number I bought from ebay postage label?.

Yes, do that so its safely in the case details.

If the case gets decided by AI, those details will show the package has been delivered and you will win the case.

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[lil.the.vig]

I would still get ebay to call you and report the buyer