In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. eBay will then remove the negative feedback from your feedback history, along with the associated defect, and it will … No one is asking amazon to blame buyers for postal mistakes, or lost packages. Read the forums and all the documentation that’s out there. So I am left out of pocket with no course for redress, other than to leave a carefully worded, polite and factual negative for the seller (which due to his attitude, he thoroughly deserved). As long as you sent with tracking and the tracking says it was delivered then ebay will side with you. If it is true that you did not receive the package, in all honesty here. Otherwise you may not be covered. I mentioned this to the buyer and they still claimed not to have recieved anything. Remember, she claimed she never received the doll in the first place so this tells me she is scamming others. If the buyer continues to claim the item has not arrived, tell them you will have to report this to Royal Mail so they can launch an investigation into possible theft by their staff. Finally the person paid through PayPal. You’ll receive the return shipping label credit on your monthly invoice. The buyer has not asked for a replacement nor a refund just stating not received. buyer paid 4$ for shipping and the item sent out via canada post regular mail , buyer claimed non received after 30 days and buyer won , paypal issued the full refund . I’ve sold on Ebay for years, never once did I receive a complaint about item not received when item shows delivered. Archive View Return to standard view. When a buyer claims that they did not receive a package, sellers need time and proper procedures, at least a lot more reliable and scam-resistant than the current ones; to investigate the matter; in fact sellers should be entitled to that. i had a buyer last week, claimed not to have recieved an item. #ebay #ebaysupport #ebayhelp #ebayadvice I have been an ebayer since 2003. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. ice-cat. read up on how to address these if you can accept the risks: https://sellercentral.amazon.com/forums/search.jspa?threadID=&ref_=xx_sfsrch_cont_sfsrch&q=tracking+delivered&objID=&userID=spoonyfork&dateRange=last90days&numResults=15. Do I reply with tracking information saying there is delivery proof/ photo and ask if I take this up with hermes?Thanks for any replies/ help. I provided evidence to show I had received no payment. I've never used c & s. Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. Not been in this situation before so any help really appreciated. Upload tracking to eBay. But when Lewis studied feedback about the buyer, she got a … In future always add tracking to ebay prior to delivery. So many people just jump into things without taking the time to read and learn and plan first. If I get another A-Z i think i will loose the will to live. If i deny the refund, as i have proof of delivery, what can i do if the buyer leaves negative feedback. After this, eBay will step in. … SO NOW I KNOW AMAZON THEY DON’T PROTECT YOU AS SELLER ALL THEY CARE ABOUT TO MAKE A BUYER HAPPY DOESN’T MATTER EVEN IF WE ARE AS SELLER LOSE MONEY AND THAT’S MAKE BUYERS TO TRY TO SCAM WITH HIGH SUCCESS . Then, inform the buyer that you will need time to followup on their claim by contacting the Postal Inspector to track the package and determine if any mistake has been made with the delivery, or how it was delivered. If it is true that you sent the package in all honesty here. I did refund the customer. First they claimed they were unable to pay as they were off on holiday. I got a case right now opened by the buyer claiming she didn't received the item. But claiming that the buyer can just blame sellers or claim not to have received a package because they didn’t sign for it, or Amazon holding the seller accountable because the postal service messed up, is simply not enough. Always better to be safe than sorry. Amazon is not eBay. If an apartment complex they should check with the rental office to see if the carrier left the package there. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Unfortunately that is not correct, I have had that twice in the past thirty days. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. If Hermes are involved, don't just assume that it is the buyer 'trying it on'. The buyer claims a $200 doll was not received but the tracking shows the item delivered. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. For example, under eBay’s money back guarantee a buyer is allowed to dispute a product if it is damaged, is not received, or is not as described in the listing. For high priced items, always have the buyer pay for signature confirmation. I asked for photos of the packaging and contents but received no reply. It was an expensive lesson you could have gotten for free if you’d done just a little research before listing. I had a similar one not long ago - Hermes marked as delivered, and put a photo of the package being dropped into a milbox as proof - trouble is that it wasn't my letterbox, and doesn't appear to be anywhere in my locality either ( I showed the pic to my Royal Mail postie and she didn't recognise it - and she has been delivering in the district for over 15 years, so knows every letterbox, mailbox and safe place). Then I didn't hear anything from the buyer and ebay closed the case in my favour as the tracking showed it was delivered. “Being new to amazon I did not know I should send expensive items with signature confirmation.”. And this is the problem. I suspected perhaps this was a fraud purchase. This police report will then either be forwarded to the local precinct of where the criminal investigation will need to place, or in some cases investigators will travel to the area. That was before eBay’s latest update to selling standards. When you posted the item did you enter the tracking number against the item in question on the Sold Items section of your All Selling page? Return abuse happens when a customer files a false claim and a marketplace refunds that customer’s money. The buyer also opened an Item Not Received case. It’s not up to the buyer to decide if they want SC . If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Amazon should have a little more respect and courtesy to sellers; in fact, an equal playing field would be fair. Buyer claims item not received. What to do when a buyer opens an item not received request. I suggest you delete all your listings until you have all the fundamentals of selling on Amazon down. For instance, the buyer ordered a red sweater but received a blue one instead. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. I sold an item, shipped ( which tracking says was delivered) , and left feedback for the buyer. In the event that you haven't entered the tracking number against the item in question go back and do it now. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. Page 1 of 2 1 2 Next > The Australia Post site says it was delivered on January 8 and 10:14am. Whirlpool Enthusiast reference: whrl.pl/RbEXig. Buyer Claim Item not received.. Ebay . Advice to sellers. A month later, the buyer claimed the coins were “not as advertised”. Advise the buyer to please be patient and cooperative if they are contacted by local law enforcement regarding theft, or the FBI regarding mail fraud; and/or if law enforcement questions their neighbors, private security officers, landlords, or local businesses for information and camera footage. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. While this protects the customer, it also has the potential to backfire on sellers. Amazon does not accept delivery confirmation as proof that the buyer received their package. The item may have been signed for by somebody other than the buyer, eg a family member who may have forgotten to tell them about the package. I used hermes and have a tracking number. Now obviously if the item arrives damage or not as described, that's a different story. Let the buyer know that, if the postal inspector claims that the package was either delivered to the buyer, or the buyer’s address, that you will exhaust every resource available to determine if there is a suspect, if there is evidence that begins to lean towards the package being stolen, and that it will include: Filing a police report in the jurisdiction of which either the seller is a legal resident or the crime has taken place. Powered by Discourse, best viewed with JavaScript enabled, Buyer claims item not received but shows delivered, https://postalinspectors.uspis.gov/contactus/filecomplaint.aspx. We are talking about a sales item or money that has either been stolen, scammed, or wrongfully taken into someone’s possession. Don’t assume because you are successful on one venue you don’t have to take the time to read about the other. I have been a seller on Ebay for over 13 years and I just know when a seller is trying to use the system based on the correspondence they send. VS_UK 2018-11-23 08:06:34 UTC #1. Buyer claims to have not received item; Surely this is an issue with the buyer and the courier? I do mine as soon as I send. If you ship with USPS, you can open a claim but that can take 30+ days, so it isn’t worth it. Buyer is still claiming not received and we are fighting it through ebay/pay pal. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). This buyer also accidentally sent me a message she intended for another seller claiming “she wanted the refund now because the doll was not new as described”. Either there was a mistake, or a crime. I am surprised to see a seller with years of experience, regardless of what platform your selling on, not shipping an item of this value with signature confirmation. personally I think paypal is not fair ,destroy the foundation of the trade ,the agreement . Any other suggestions to me for future expensive items would be welcome! It’s an easy thing for dishonest buyers to exploit. ref: whrl.pl/RbEXig. The cheeky mare even opened a case against me!!! Not something the seller can be penalised for with the evidence provided? If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. I will be glad when I have more transactions so I will have some leverage. The seller forcefully and aggressively refused to give any assistance whatsoever, and because Hermes have marked it as delivered, eBay couldn't care less!. If you read the forums even a little bit before jumping into selling on Amazon, you would know this. What do I do? In the email you received telling you the buyer's issue, select See request details. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. Hope that helps! Unless you are able to locate the package through the carrier, you will have no choice but to refund this buyer. Buyer claimed to have not received item but actually did? I had added the tracking number which said it was delivered. ), {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. The necklace was sold and delivered over A MONTH ago. If you ship UPS, you can file a claim and usually they get back to you within a week. Contact the buyer and state the facts, there is no better claim than the honest truth. Since Amazon has become extremely popular in the past 5 or so years, I've seen an increase in "wishy washy buyers". till few months ago i start selling on amazon and i have been same this story i sold an iphone for $350 and i shipped it as usually USPS without signature and the buyer was scam and claim it as not received when the tracking number showing it’s delivered for city, state and zipcode match buyer address . I can not guarantee this, but I submit that there is a greater chance of the truth suddenly starting to easing out than pus from a gangrene; packages suddenly being ‘found’, and claims suddenly mysteriously being dropped. Starting with advice to sellers. Guess this is a learning experience (expensive one). Tracked or not, people start to query late parcels long before 12 months. With the tracking showing as delivered you should win any case. Amazon will go through great lengths to side with claims from buyers regarding their package not being delivered to them, and they will do so without a fair investigative procedure for the seller, and timeframe to conduct it. Buyer claims he has not received it. Let the buyer know that you will refund in full if you are unable to locate the package. Edited by: first-rate-computers on Feb 3, 2016 10:14 AM. hi, can you please let me know what happened with the case? We’re the manufacturers of one of our items and we received quite a few messages from a buyer detailing that he was yet to have received his order of it from us. Finally, if you have not already done so use this link https:/offer.ebay.co.uk/ws/ebay/isapi.dll?bidderblocklogin to access your Blocked Bidders Link and add the buyer's User ID to the large white box that appears on the screen. I think it would have worked. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Wish I would have held off and tried your technique. I would do this after reporting the potential theft with the USPS Postal Inspectors which you can do so through this link: You will also report this theft to Amazon and the UP Postal Inspectors for their protection and that any subsequent orders to them will be shipped with signature confirmation. Sellers need time to determine that from a legal standpoint, and Amazon and their buyers need to get off their corporate high-horse and wait to see that the seller is not just as much a victim. I mentioned the photo hermes took showing the item outside their apartment. Are they trying to scam me? Many sellers have stories of customers falsely claiming their item was not received. You will refund in full if you read the forums even a research... 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