Tracking shows delivered.. 2 weeks after case open for non-received item.

[Anonymous]

Hi, I have a buyer from USA that bought a jersey on June 23rd. I shipped the jersey same day from Canada and tracking shows delivered on June 27th at the right ZIP code (same as paypal adress). All looks as if he get the jersey. Yesterday, July 9th, the buyer open a case for non-received item. He says that the tracking shows delivered but he don't got the jersey. I explain him gently that I cannot do a lot for him as the tracking shows delivered since 2 weeks but he can look with his post office to see what is happened with that package if he really doesn't get it. 

His account haves only 11 feedbacks including mine and all buy from more than 1 year. 

If he escalate the case with ebay after 4 days, will I win the case as the tracking shows delivered? 

Thanks.

[aubreyclay56]

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@Anonymous wrote:

Hi, I have a buyer from USA that bought a jersey on June 23rd. I shipped the jersey same day from Canada and tracking shows delivered on June 27th at the right ZIP code (same as paypal adress). All looks as if he get the jersey. Yesterday, July 9th, the buyer open a case for non-received item. He says that the tracking shows delivered but he don't got the jersey. I explain him gently that I cannot do a lot for him as the tracking shows delivered since 2 weeks but he can look with his post office to see what is happened with that package if he really doesn't get it. 

His account haves only 11 feedbacks including mine and all buy from more than 1 year. 

If he escalate the case with ebay after 4 days, will I win the case as the tracking shows delivered? 

Thanks.

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As far as i know you should be fine being it was tracked and delivered,he may not know it was tracked? 

[femmefan1946]

Make sure you put the tracking number in the Dispute as well as the date of delivery.

If there was anything special about the package (you used stamps, or a highlighter on the address, or the wrapping paper had purple penguins), let the customer know that too.

Tell him, politely, to ask his family/roommates about the parcel.

Tell him to ask at his local post office. And those special things about the parcel will help them too.

And finally, while you should not be found at fault, it is surprising how often telling the unhappy customer that he may have been a victim of 'porch theft' and that he should Report the loss to the local Police Station, will make a problem disappear.

Politely.-  Captain Malcolm Reynolds

[pjcdn2005]

Even if you already have the tracking number showing you must enter it n the dispute. eBay should close the claim shortly after that but if they don't, you might want to phone them and ask them to close it.   If your buyer doesn't have luck with USPS fibding the package you can ask Canada post to look into as they will sometimes pay the insurance even if shows as delivered.  There is a waiting period before you can put in a claim.

Ive heard that the USPS has a gps on their scanner so they may be able to tell where the package was when  it wa scanned as delivered....your buyer should look into that.

[ricarmic]

It may also be worthwhile to ask them to check in their BBQ, Garage or anywhere else their postie may have used as a "safe place" to deliver the item.... the BBQ has happened to me before....

[momcqueen]

Assuming this wasn't a case where you forgot to get a signature, if tracking shows it is delivered, then you are covered from both ebay and paypal's point-of-view as the seller. (You are obligated to get a signature on any parcel which has contents valued at more than $800 CAD. Or maybe it's $800 USD, I can't rightly recall.) 

However, that does not help your buyer. Express sympathy, provide the advice to check the grounds thoroughly and mention the possibility of doorstep theft. Encourage the buyer to file a police report, and assure him or her that you will provide whatever assistance is required. 

[autovat]

I get a few of these every year.  Call Canada post and get them to investigate, they will then contact USPS.   They should also provide you with a case reference number.   Let your buyer know that you have opened an investigation and send them the case number.

It usually takes about a week to get a response from the Canada Post.   This should keep your buyer satisfied that you are attempting to resolve the problem.  It also will give you a few extra days for the parcel to be found.

Sometimes it gets delivered to the wrong address and it will take a few days to be returned and re-delivered.  If Canada post cannot resolve the issue, they should offer some type of refund.