Customer orderes 12/18/16. Item shipped 12/19/16. Delivered 12/21/16 with tracking proof. Customer contacted me 01/06/17 stating they never received item. Item high priced. What are my options?
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Luckyelephant44 Reputation: 10 See Luckyelephant44's booth |
PayPal places a great deal of emphasis on tracking information. When tracking information shows an item has been “delivered” to the original shipping address provided by the buyer, PayPal typically sides with the seller. This makes uploading valid tracking for all orders very important. If the buyer opens a claim via PayPal, be sure to provide all relevant information, especially the tracking proof.
If a buyer claims they didn’t receive an item, despite the item being marked as delivered, they should reach out to their local post office ASAP. The post office will then get in contact with their local postman/postwoman to get more information about the delivery. The “delivered” status is confirmation from the post office that the item was, in fact, delivered. That means that the issue is now between the buyer and the post office.
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BonanzaJustin Reputation: 133 See BonanzaJustin's booth |
IF the item states it was delivered, then it was not lost in the mail. I hope this is not the case, but it is a fairly common practice on ebay with some SOME buyers, they say it was never delivered or they did not receive it when they are just trying to get something for nothing. What they need to do now is take it up with their post office. as long as you have proof (tracking) showing it was delivered, and they file with paypal, you are covered and paypal will side with you.
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The_Lingerie_Lounge Reputation: 334 See The_Lingerie_Lounge's booth |
You have all the proof and are in the right. How rude of your buyer. He/She hopes you will refund them without thinking of getting PayPal involved. The buyer might not of liked the high cost of the purchase and figured this would be a good way to get their money back by contacting you with a so called claim they did not receive their purchase. At this point the buyer is not thinking of PayPal because the purchase was from you. Let the buyer know that you have reported their complaint to PayPal along with your delivery proof.
I recently read on EcommerceBytes that buyers will state the item was not received in order to be refunded. The seller runs scared and refunds the buyers without getting PayPal involved. They say to report all back up information to PayPal. Please be stern with PayPal that you have all proof that the purchase was delivered so that they do not cave into the buyers bad behavior.Good luck. Please come back and let us all know the outcome.
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MomentsInThyme Reputation: 734 See MomentsInThyme's booth |
Also keep your tracking confirmation. You may want to copy the tracking record from post office website and put in in a file on your computer. If they paid with Paypal
they mail file a claim with them for item not recived. If they do you have proof that it was delivered and paypal will side with you, and not return money to customer.
Customer can also contact their post office and asked them to check their files for where the mail carrier was at at time of delivery to make sure it was delivered to them. Most postal vehicles/machines now have GPS tracking on them,so post office will know where package was delivered to.
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BargainHunterCrafts Reputation: 664 See BargainHunterCrafts' booth |
If your tracking shows Delivered, you should be OK. Appears that the buyer was a victim of Porch Pirates that is common if the area the PO left the item was not secure.
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Atomicdiner Reputation: 1902 See Atomicdiner's booth |
You can send them the copy showing that the item was delivered. Then I would ask them to check with their neighbors and postal carrier. If it was lost in the mail it is not your responsibility. They can however make a claim with the postal service. Make sure to keep all of your e-mails in case you need them later.
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Tammies_Treasures Reputation: 574 See Tammies_Treasures' booth |
I have had this happen a few times a year…. If you used pay pal you will have seller protection . I have only had 1 situation where someone filed claim with pay pal due to not delivered then pay pal sided with me. She then went to her credit card company a month later and stated something was wrong with merchandise. Pay pal battled for me but usually when their credit card company gets involved buyers will normally win … And yes I then lost that
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girlygirl4 Reputation: 32 See girlygirl4's booth |
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