Item delivered but Buyer disputes this

[denise43cat]

HI,

The item I sent has been delivered to the address given by the buyer, tracking number states delivered and GPS shows correct location. Buyer is disputung she has received this and Ebay have deducted the funds from my Paypal. Can anyone advise on best next course of action.

Thanks

[john1297576]

As soon as a case is opened the money is FROZEN, it is not actually taken it is reserved for a possible refund.

If you have tracking it should have been loaded when you marked as disptched and if it show as delivered then you win and money will be released.

Not entering tracking and you lose and refund will be made. There is no point having tracking if you don't load it on ebay, thereare enough reminders..

[denise43cat]

Thank you for your reply. I’m not sure I entered the tracking number under dispatched but I did reply enter the tracking number when responding to the open request. Is this sufficient or do I still need to go back and enter it under dispatched?

[rusticrye]

As you have tracking proving delivery, and presumably to the address provided by PayPal on the payment confirmation email, and have added the tracking number to the Ebay transaction,  the case will automatically close in your favour. That's the whole point of tracking.

If you shipped to a different address, eg. one the buyer supplied after they'd paid, or you wrongly posted to the one on the Ebay order confirmation (which is the buyer's Ebay-registered address and not necessarily where the buyer wants it sent) and not to the one on the PP payment confirmation (which is the actual delivery address), you will have lost seller protection, and the case should close in the buyer's favour.

If you're sure you did everything correctly, then the buyer should check with family members, around the property, and with near neighbours. This almost always turns the package up.

But if not, the buyer will have to take this up with the carrier themselves. If the carrier misdelivered and can't retrieve the package (or they discover they have a dodgy delivery driver or postie on their hands), they, the carrier, will have to compensate the buyer. 

If the carrier can absolutely prove that the package was delivered to the correct address, then the buyer's only remaining option is to report the package's theft from their property to the police.

@denise43cat 

[denise43cat]

Thank you so much for the information.

[red_magpie]

Can anyone advise on best next course of action.

If the buyer hasn't done so already, ask the m to open a case under eBay's money back guarantee, through the resolution centre.

Provided the postal tracking record confirms delivery to the buyer's address, eBay will support you and you will not have to refund the buyer. EBay will not allow the buyer to leave negative feedback, and any already left will qualify for removal.

The above assumes that you uploaded the tracking or delivery number when marking the item as dispatched. If not, you MUST do this asp, as the onus is on you to prove delivery, and if this proof isn't provided in time the case will be decided in the buyer's favour.