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.

[sml192]

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@lil.the.vig wrote:
Still need to notify ebay because the buyer could be committing fraud

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Notify eBay of what exactly?  They can see from the tracking that the item has been marked as delivered. 

[lil.the.vig]

This could be a fraud. They need to keep an eye on the buyer so they don’t
do it again

[lucy_farmer]

I would 'update tracking details'.

 The case is being dealt with by the computer. If you put in details that say the item was delivered, the computer will rule on your favour.

 Relying on what *human beings* in CS say can be a mistake..... human beings get stuff wrong.  (or don't know the rules....) Computers do what they're programmed to do.

[suppie12]

Small update seller has asked me for my updates from Royal Mail, however not sure how to proceed? As there is nothing I can do except file a claim? But shouldn't I wait for ebay investigation to close?
Thanks for reading , any help is much appreciated.

[lucy_farmer]

'As there is nothing I can do except file a claim?'

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I'm not sure you *can* file a claim against Royal Mail if the item has been confirmed to have been delivered ?

I'd sit tight until the ebay case closes.

(and, by the way, try not to believe every word that comes out of ebay CS; an awful lot of that is complete cobblers. You'll get much better advice from the 'mentors' on here!)

[lil.the.vig]

Take a screenshot of the tracking and send it to them. If there is a photo
of the delivery address send that as well.
If there is tracking on the item you could also send that but they should
already have it.
You really need to contact ebay help to make them aware because this
customer is not going away.

[twin--turbo]

There is a lot of poor advice above.

The buyer has a contract with you to provide the item, you have a contract either with ebay or RM directly to deliver the item to the buyer (correctly).  It's up to you to work with RM and not them.

You can't open a not deliverd case directly (usual) on tracked delivery, you have to contact CS.

Just because it says deliverd , does not mean it has been delivered correctly or safely. 

GPS co-ords are of no use in a appartment block.

Yes it may be Fraud, or no it may not. The parcel can genuinley have been misdelivered. 

Unfortunatly with an appartment block you can't even use google maps to look at the street view and compare the delivery address to the "Photo Confirmation" and yes I have done that on numerous occasions both as a buyer and seller to resolve loss. 

[lil.the.vig]

I had a similar case with sn item I sent to china. They said that it hadn’t
arrived and opened a case.
I took a screenshot of the tracking which said it was delivered.
I contacted ebay and sent the screenshot and they closed the case
immediately in my favour