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So I sold a jacket for about $150 to a buyer. Tracking shows that it arrived on the 15th but the buyer messaged me today and claims it still is not there. The buyer is in Beverly Hills, CA (90210). It looks to be a pretty wealthy house when I street viewed it on Google, but there is also a gate out front (not sure if that has anything to do with it). The buyer only has 2 feedback but I’m not really sure that they are scamming me? I checked their feedback and they purchased from another seller that sells high end street wear and received positive feedback.
What do I do in this spot? I haven’t had this happen before and want to make sure I do everything correctly here.
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The first thing I do in this situation is have the post office check the tracking # and see where the carrier was when they scanned the package to make sure it was delivered to the correct address. If it was correctly delivered, then the package may have been stolen.
I have had this happen to me both as a buyer and a seller. Ebay sided with the seller every time. (I was not happy when I was the buyer and I was out $50.) On the other hand, Amazon does not accept a tracking # as proof of delivery. They only accept a signature as proof of delivery. On items over $75, I ask for a signature for both Ebay and Amazon orders.
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If it shows delivered, it’s really up to the buyer to find out why it wasn’t. If they have an issue with their carrier or the security of their deliveries that’s really not your problem.
Of course you need to find a nice professional way to tell them this.
I wouldn’t get involved with the Post Office in this situation.
Good Luck.
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I agree with not getting involved. If you say anything, I would just share what can be seen by both you and the buyer – the tracking information. Then invite them to follow-up with their post office.
I might say something like -“According to the tracking information which can be seen when you click on tracking for the item, the package was delivered on _____at such and such time. If you did not receive the package, please contact your post office.”
On another note, I assume you sent the package priority which means it has insurance. I believe it is the buyer’s responsibility to file a claim.
I would also call ebay to start the conversation with them. Stay calm and factual regardless of what is said. You have done your job. Can you imagine if buyer’s had the responsibility of tracking down delivered packages? We would never get anything done.
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I have had this happen several times, where a buyer has contacted me to say they never received their item. You don’t have to call ebay. Your message response to the buyer is the “record” of you addressing the problem.
Message the buyer and tell them that tracking shows delivered, so they need to contact their local post office to determine where their mail carrier left it. I also tell the buyer to check with their neighbors and other people that live with them, to see if one of them took the package in and forgot to mention it. I’ve had more than one buyer write me back to say “Oh, my husband picked it up and never told me. Sorry!”
As long as the tracking shows “delivered”, eBay and Paypal will back you up, even if the buyer opens a case. I have had a few people open cases for items that say “delivered”, and ebay has backed me up on every single one, and I haven’t had to call on eBay to make that happen.
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SellingCoolThings,
I’m glad it was easy and turned out well. Since this was $150.00 dollar purchase, the buyer may try to challenge it through eBay or Paypal. If they do, stay calm because you are covered. If they message you, I would offer that you refer them to eBay. In addition, keep an eye on your feedback. If they put something negative about not getting it or something to that effect, call eBay and ask to have it removed. -
So an update, sounds like this may be a scammer after all. Here is the message I received from the buyer:
“Hi,
I have called USPS and they are saying the package was in fact delivered on March 14th, but the only thing I received was a package of books. Did you send me the wrong item by mistake? I really do need this jacket that I paid for. Thank you.”
I don’t sell books on eBay at all. eBay has already closed the case in my favor but I’m worried she may open a Paypal case. What is the best approach here? Should I ask her to take pictures of the shipping label and package? Here is a message I am considering sending:
“Hello,
Did you receive a package from me? I do not sell books on eBay so that is very odd. Could you take a picture of the shipping label and packaging when you get a chance. If someone switched out the items in transit that is considered mail fraud. If that is the case I want to contact the proper authorities so they are able to investigate and make sure that this isn’t something that is happening consistently.”
What do you guys think?
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She did not say she received a package of books from you, did she? Just that she received a package of books, correct? This might be a scam or someone who is not paying attention to the mail. Be careful how much you engage this and how much you say. This sounds like one of those sticky situatios that would benefit from the input of more experienced sellers.
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I would suggest that you take a screenshot of the tracking info just in case she decides to open a Paypal case later on. Paypal allows that for 6 months after the purchase.
Right now, we’re dealing with a chargeback through Paypal from October. When we were notified in February, we provided the tracking info and it was all there and showed delivered to the address of the buyer. Two weeks later, when Paypal reviewed the case it had disappeared. Now, that tracking number says label created, but no further info.
USPS and Paypal says that the Priority Mail tracking #’s are recycled regularly and the info is usually available for 60 days – which leaves us in a bad spot since Paypal allows returns for 6 months. Paypal suggested that we request the info from USPS through the FOIA link, but still haven’t heard from them.
I’m not saving screenshots of all our sales, but if I have a bad feeling about a buyer or transaction I try to remember to.
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