USPS website shows "delivered​" but buyer files a claim for "NON-RECEIPT" item through Paypal..HELP!

[povere33]

USPS website shows "delivered​" but buyer files a claim for "NON-RECEIPT" item through Paypal to get a refund. The shipping label was created through paypal with a tracking number.  USPS website shows that the item has been successfully delivered to the buyer's confirmed address on paypal. Am I qualified for the seller's protection even though the buyer files a claim for the non-receipt item? What is my chance to win the case? If anyone who has similar selling experience, please share your opinion with me. Thank you very much

[maximus7001]

Don't worry about it. You have a tracking number that shows delivered. If someone stole it after delivery it is not your problem. What is the tracking number?

[povere33]

LM028808720CA

Did you have similar experience in the past?

[maximus7001]

We have had this happen before. Just use your tracking number as your defense. Use the USPS website tracking instead of Canada Post after the item crosses the border. This will show more accurate information. In this case USPS.com says:

June 11, 2015 , 3:11 pm

Delivered, Front Door/Porch

CLAYTON, CA 94517

This is not your problem unless the item selling price was above the amount that requires signature confirmation. We do not know this amount for sure.

In the last case that happened with us the buyer was from brampton and claimed INR 2 weeks after shown delivered to a community mailbox parcel locker. The buyer claims there was no key left for him. ebay decided in our favour.

3 possible things could have happened:

1. There may have been a key that fell onto the ground when he pulled out his mail and he never noticed.

2. The mailman put the key in the wrong box.

3. Buyer is lying.

We think #1 is the most likely. We lived in a house that had these community boxes. I would find the key on the ground at least once a week. I would open the box and deliver it to the proper house myself.

[povere33]

What is the amount that requires a signature confirmation? The sold price is approx. US$130. Does it require a signature confirmation? Do you think Paypal will close the case in my favour or the buyer's? Any idea? Thank you

[pjcdn2005]

Signature confirmation isn't required unless the item plus postage is $750+

 Make sure that you enter the tracking number in the case details and then you should also phone ebay or paypal....wherever the case was actually opened. Ask them to look at the delivery confirmation which shows that the package was delivered and ask them to close the case in your favor while you are on the phone.  You want to make sure that they close it in your favour so that you don't get a defect for the original inr. You don't want them to escalate the case...you want them to close it.  If the buyer closes it before you, then there will be a defect. You can likely get rid of it after the fact but it is supposed to be easier to deal with it before the case is closed.

I don't know what sort of contact you have had with the buyer since they filed the claim but you should contact them and explain that the package is shown as being delivered and ask that they look into it at their end.  If the delivery confirmation was just a day or two ago, it's possible that the package was scanned too early and will still be delivered. Or ask them if it is possible that someone else in the house put the package somewhere or ask the neighbors if they saw it.  Tell the buyer what the package looked like so that they can describe it to their postman to see if they remember delivering it to that address. They could also phone their post office and ask them to talk to the mail delivery person about it.

Basically, you want to help the buyer find the package but there is not much that you can do from here.  If after trying these things the buyer seems sincere about not having the package, you can eventually file a claim with Canada Post for up to $100 if you used expedited or tracked packet but there is no guarantee that they will pay since the package does show as being delivered.

[Anonymous]

Did he filed the claim after "delivered"?  Possible buyer's remorse?  I hate that.

[povere33]

Thank you for your advice. The buyer is a new registered ebay member with no transaction history. She expects me to issue her an immediate refund since she never receives the item. I actually called USPS customer service regarding of the issue and they gave me the number of the local delivery office. I gave the number to the buyer and asked her to contact the supervisor in the delivery office. she said there is nothing they can do for her since the item has been successfully delivered to her address. It seems that USPS doesn't help to resolve the issue since the website shows "delivered". I have already reported the issue to Canada Post for investigation and should hear something back on the next 10 business days. The buyer doesn't want to wait and expects to get her money back right away because she believes it's not her responsibility to wait for the investigation. According to Paypal seller's protection, will the case be closed in my favour? Do I have to contact Paypal or just wait to see their final decision?

[povere33]

Yes, he filed the claim after "delivered". She said she never receives the item and expects an immediate refund.

[maggiebvintage2010]

You are worrying unnecessarily.  It is now out of your hands.  eBay/PayPal require delivery confirmation, and you have that.  They should find in your favour.  You have reported to Canada Post, and they will also make a decision.  Probably they will find that the package was delivered according to their service contract. If they decide differently, they will give you a refund which you can pass along to your buyer after you have received it.  Your buyer is pushing, and you don't need to do anything more for her - you have completed all your requirements as a seller and you have followed up on her complaint.  She opened the case for non-delivery, and she needs to wait for the decision.  If it were me, I would not have any further communication with the buyer at this time.  Let the case with PayPal run its course.  And I hope you are not taking this personally, although it seems you are.  This is a business transaction.  If she leaves you negative feedback or low DSRs follow up with eBay to have them removed, citing the claim of non-delivery and the decision in your favour.

Please do exactly as "pjcdn" advised - enter the tracking info and follow up with a phone call to PayPal.  And again, I hope you are able to put this in context and stop worrying.

[pjcdn2005]

I read the U.S. boards often and there are often cases about similar situations and after contacting their post office, the carrier realizes they delivered it to the wrong address or it is still in his truck...or....?

You should phone paypal so that you can get the case closed in your favour.

[povere33]

Thank you very much for your advice. It's helpful to me since I have never had an issue like this in the past. Will sit back and relax for now.

[treasure.hunter.d]

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@povere33 wrote:

Will sit back and relax for now.

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Naw, just relax period mate.

The minute you call ebay.paypal and give them the veifiable tracking number showing delivery, it is over. At that point just inform the buyer that you have done everything you can do and anything further is between them and USPS. Make sure to then block them so that they can't buy another item to burn you with. It's sad hat you would have to do that but trust me it has to be done.

Cheers,

thD

[pjcdn2005]

Make sure to then block them so that they can't buy another item to burn you with.

I might block the person as well but unless there are other signs that the person is being dishonest, it is entirely possible that they didn't receive their "delivered" item. It seems to happen a lot in the U.S.  In other words, the buyer may be the one who is feeling burned...they may not be at fault in any way.

[cleopatras-needle]

Whether or not the buyer is being dishonest about non-receipt, I would block her due to her aggressive contact stating she shouldn't have to wait for the resolution and insisting that she receive a complete refund immediately.  As so often stated on these boards, some sales are not worth having.