Signed for Delivery stolen

[tcgdragon]

I send an item to my buyer 48 Hours Tracked shipping with Royal Mail signed for. My buyer has let me know the item was not received, Royal Mail has got a picture of the front door and signature but my buyer says it’s not his and he didn’t receive it and has asked me to resolve this. I am at a loss as to how to handle the situation, as far as I’m aware I have done everything I could to protect my shipment but ofcourse I want to help my buyer and come up with a solution. Has anyone got any experience with this situation? What protection do I have as a seller and if this goes unresolved will Ebay side with the buyer at my expense?

[ear2fear]

Have you checked Google Street View to see if the delivery picture matches the front door of their address? 

[tcgdragon]

The buyer himself confirmed it was indeed his own front door. Buyer has 100% feedback as a sidenote.

[ear2fear]

Do they know who signed for it? 

[lighting_signs_and_vintage · Accepted solution]

To be absolutely honest and at the risk of distain from other users, this really isn't your fault, you have sent the item tracked and if the buyer is certain enough that it isn't his family / flatmate  / neighbour who just happened to be using the pathway (depends on the sort of frontage of course) it would be a police matter from this point. eBay will back you (for once) as you can show a tracked and completed delivery. The buyer will have 100% feedback as that's all that can be left. I recently dealt with an absolute disgrace for a human with 400+ positive feedbacks but who had left over 100 unpleasant negs and we suspect was banned from making returns except at their own expense.

DO NOT refund voluntarily at this point. If the buyer opens an INR (not received) case come back here, but don't refund.

Unfortunately the buyer, depending on how they paid, could still open a  card payment chargeback within the next 90 days, but we can deal with that as it happens...

[*vyolla*]

You should easily win an eBay item not received claim if you make sure that the tracking number has been added to the order details and, as and when the buyer opens an eBay itme not received claim you respond with 'Tracking number XXXXXX shows that the item was delivered to the address on the order details on (date) and the buyer has confirmed that it is his front door in the photo. A signature was also obtained'.

I'm assuming that your buyer sent that message about it being his front door via eBay messages so it can be checked? 

You'll be protected against a chargeback too if the tracking number shows delivery.

[tcgdragon]

Thank you so much for replying. Yes all communications are through ebay, buyer mentioned the signature is not his and also the name it mentioned signing for the package is not a name he has or would ever use. I did mention that this indeed sounds like potential theft I advised the buyer to double check with neighbors and offered to speak to Royal Mail to see if there is any additional info available, but honestly I feel like there is very little I can do as this does indeed sounds like a case for the police rather than me. It’s reassuring to hear Ebay will side with me as I cannot afford to lose the funds.

[tressygirl]

Anyone can sign for an item, it doesn't have to be the recipient,  posties often sign. 

It's the tracking here that matters most.  Yours shows delivery.... then the numbers entered into the case,  on time,  will close it in your favour.

@tcgdragon 

[tcgdragon]

Thank you for your reply. What would be my buyers best bet to get a refund if indeed he has not received the parcel? Open up an complaint with Royal Mail?

[moldosgifts]

The signature is most Likely the postman's.

They have done this since covid some are still in the habit.

Tracking is the key detail here 

Just get you buyer to open a case then defend it with your tracking number.

No need for you to report to police if your buyer wants to that's their choice.

You have had nothing stolen as you have proof of delivery

[tressygirl]

If this was a Royal Mail delivery,  ask your buyer to ask the postman where or with whom did they leave the item.

It may be still in a safe place around their property,  handed to a neighbour even a household member it does happen!  

@tcgdragon 

[*vyolla*]

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@tcgdragon wrote:

 I did mention that this indeed sounds like potential theft I advised the buyer to double check with neighbors and offered to speak to Royal Mail to see if there is any additional info available,

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If you said this via eBay messages it may put a different slant on things.

[4_bathrooms]

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@tcgdragon wrote:

Thank you for your reply. What would be my buyers best bet to get a refund if indeed he has not received the parcel? Open up an complaint with Royal Mail?

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If your buyer hasn't already they need to open an "item not received" (INR) case via eBay. When the buyer opens the INR case you need to provide the tracking you have to the case - eBay will then close the INR case in your favour. Your buyer should then file a dispute with their payment provider/bank for not receiving the item - as you have already won a case opened for the same reason and you have tracking proving delivery eBay will not hold you liable for refunding them. It is then up to the buyer's payment provider/bank to reimburse the buyer at their discretion.

If the buyer can't or won't open a case via eBay block them and do not communicate any further outside of a case.  

[lighting_signs_and_vintage]

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@*vyolla* wrote:

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@tcgdragon wrote:

 I did mention that this indeed sounds like potential theft I advised the buyer to double check with neighbors and offered to speak to Royal Mail to see if there is any additional info available,

---

If you said this via eBay messages it may put a different slant on things.

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Agree, never offer up explanations like this, to a small degree it always slightly irks me when buyers see you as the first point of contact for this sort of thing, they know the area, they know the neighbours, may know the postman (better than you the seller will anyway), they will be at least aware of local dodgy characters (if not the buyer, ha ha) if its a block of flats etc...

It's fine to say 'if you think this is theft, please act appropriately as you see fit, having exhausted all other more likely avenues' but it is as has been said their duty to contact plod, definitely not yours to instigate (if they are pressuring you to, for example).