Customer claims items not delivered even though signed for. I also just called EBAY customer service. FYI that USPS doesn’t refund when the package is scanned as delivered. I had a package that said it was delivered and even asked my post man if he over looked it since I know it wasnt’ a large box, however; he did not have it. How can we help you? The seller would lose 99.99999% of the time. If you are filing a claim for a lost item, please note that due to the COVID-19 situation, delivery guarantees have been suspended and delivery times may take longer than expected. About a week later the buyer says he hasnt recieved it. I check my email and it said it was delivered and signed for by Catchman. After giving up that I was out both the package and the refund, I found out that CanadaPost MARKED the package as delivered instead of hitting the button for "return to sender" because there was an address problem. Or maybe the cost of going out of business due to the lying scamming buyers. For damaged or missing contents, we recommend filing a claim immediately, but you must file no later than 60 days from the date of mailing. I refunded that customer the total amount immediately but the package didn’t come back to me for 3 weeks. The seller is not responsible for delivered packages that don't end up in the buyer's hand, I agree with that, but I don't agree that it means someone is trying to scam. Don’t be concerned when they show up at your door and inquire about your mail delivery as mail tampering is a felony, they are doing their jobs in making sure your mail delivery is safe. I had one this week for a package that showed delivered Dec 27, but was magically delivered the same day I sent this reply. I even had the PO open an investigation and it was determined that the package was delivered to buyer's address. If it wasn’t worth much I would probably refund him just so he couldn’t leave me a negative feedback. If you’re trying to locate an Amazon package that was not delivered, you’ve come to the right place. Try to know if someone attempted to deliver your product. The customer who ordered claims that their family member never received that package. Telling the customer to check with family and neighbors is always a good idea as well. I can’t control the fact that the buyer lives in a questionable neighborhood! My understanding is that this should be covered by Amazon, if he files an A to Z (which I believe he cannot do till the delivery window has passed.) Amazon would absolutely side with the buyer because Amazon does not accept Tracking as proof of delivery. I went to the USPS and they … Any thoughts? I know USPS is far from perfect but really? If it were inexpensive I would cut my losses and just refund. Use tracking. Package marked delivered but customer claims to have never received by Vintageables. I advised her to speak with her family members local usps office, to file a claim with usps, & to file a police report if those avenues do not work out. Sounds like it was a “We’d love your feedback!” notice that triggered their inquiry. This was not a small item that a person could easily just run off with. says delivered However, if she is telling the truth I do sympathize for her being out of the money on this. There is no need to wait for the Post Office to investigate, how likely are they going to look deep into the matter if it is marked delivered … Not much. USPS should be able to look up exactly where it was delivered with GPS coordinates. The kicker is the order was placed almost a month ago, shipped the day the order was received and delivered almost a month ago. I personally don’t feel that as sellers that we are responsible for packages that are stolen off someones porch. Customer service is my main concern and I let that guide me. Good luck. If your driver completed the delivery, then the package's tracking status or a delivery notice (a UPS InfoNotice ®) should indicate where your driver left the package. I know that we never received compensation for refunding the scammer but our colleague did. The #1 priority should be to take care of your customer first if you would like repeat business from them. USPS denied the claim as the tracking says it was delivered on time. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package. I sell vintage record albums and a customer purchased one for a family member before christmas. I am giving this customer a full refund. I’m glad it has worked for you so far. Hermes delivered on the 27/08 in the morning with a signature so very quickly (as they normally do for us). (Documentation is not required for claims with declared values of less than $100) Drag and drop documents from your computer to your claim. I check my email and it said it was delivered and signed for by Catchman. They also were probably marked delivered. Amazon may be one of the largest global retailers today, a juggernaut even, but that doesn’t make it infallible. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. I would just take my chances. I was sending something internationally with tracking and the tracking worked until it left the US, but the package was never delivered. Tip: Contact the carrier. If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility. Learn what you can do if mail or a package is late or missing. If the tracking says delivered I assume the customer is just trying to scam. If it still doesn't turn up, then she needs to file a police report for it being stolen. Quite simply, it is not unheard of for a package to turn up a day or two late. Keep your cool. As for delivery con. If your mail or package included insurance, you may be able to file an insurance claim. Will Amazon refund their money and ding us … Here’s how you can prevent package theft. The only thing he can do is open an A to Z claim. Any advice on what to do, if any of you have also experienced this situation? I’m sure I will see this again even though it hasn’t happened top me before. Why? We’ve done a lot of research and we’re here to help you locate or replace your missing, lost or stolen Amazon package. Message 2 of 18 (18,432 Views) 4 Helpful mancunianexile View Listings. Remember, claims are also available for lost or undelivered packages. Signature confirmation is the only way Amazon will back you ( to my knowledge). As far as USPS is concerned the package was delivered. It’s almost to the point that you have to pay extra for signature confirmation so people can’t say that they “did not receive item” They don’t even care if it is not delivered. There are incidents like you were waiting for the package to get delivered- but you receive somebody else package. The tracking states delivered to front porch today along with the corresponding time. However, if tracking states that the item was delivered then far as I'm aware you're under no obligation to refund. fbaseller44 2020-04-16 20:06:33 UTC #4. Last bit: the holiday returns policy is STILL in effect. I don’t think it takes anybody a month to realize they did not get something they ordered. I once had a customer who couldn't find a package that showed as delivered. Not sure whether this holds true. Also a couple of things. Its unfortunate that the customer allegedly does not have the package but we did our part. I am surprised that this is the stance of PayPal. Registered: ‎02-02-2015. I live in an apartment complex where our staff downstairs takes and signs for all of our packages. Even his post master suggested he come in. The carrier could eventually show up later, even though the tracking system indicates something different. It's a tough one, not experienced this on etsy but on eBay. Another package is wrongly delivered to your address. File a Claim. I had a customer demand a refund because they claimed their package was stolen by their mailman. Request a refund from the company. This is a much better idea than threatening your buyer and telling them their mail will no longer be delivered to their house. Thanks for the guidance! I ordered and Apple watch on sale and it was sent by Fedex. Shipments that don't require a signature can be left in a safe place at the driver's discretion. Thanks. Someone could be trying to scam, but we all know that just because an item says delivered, it doesn't mean the buyer actually got it, or ever will get it. Thanks for the reply. Not from selling items but just in general from purchasing things online. The merchant should reach out to the shipping carrier to start an investigation for the package. Report Inappropriate Content. What I do know is that it is RARE for packages to simply disappear. Learn what you can do if mail or a package is late or missing. Discussion in 'General Business Forum' started by Vic_Linen, Feb 17, 2009. We all know the buyer got the item, if he didn’t he would not have waited 30 days to say something about not receiving it. To file for a refund in the case of a package not delivered, you need to provide a proof of purchase. Help with my US Postal Service issue. So I did the right things sent it to my work. Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, … +Don’t be concerned when they show up at your door and inquire about your mail delivery as mail tampering is a felony, they are doing their jobs in making sure your mail delivery is safe. Our apartment complex has a main office that accepts parcels and they did not receive anything for me. A month ago was the holidays. AMAZON doesn’t tell you the outcome of the incident so who knows if they actually scold or ban these buyers. But before filing that claim you need to contact the seller. The package shows delivered on XXXX VIA USPS tracking number XXXX. This means that liability lies with the retailer for the services provided by the delivery method chosen, and the delivery firm is not … We monitor all your tracking numbers and filter any tracking event that indicates it was damaged. As the seller you are responsibility for the package getting to the customer and you have no proof the customer received the package. If your mail or package included insurance, you may be able to file an insurance claim. They don’t even care if it is not delivered. Hopefully kharma gets to the lying buyers that are scamming for free product. She initiated an investigation with her local post office, but I’m convinced that someone stole the package. This is a first for me where a buyer claims that no package was delivered but USPS has delivery confirmation for 7/14 at 4:50pm. If the tracking says it was delivered, then according to Etsy's policies, you're in the clear and you do not have to refund her. Every carrier has a different set of rules to file claims on lost and stolen or missing packages. Start a Claim. Sure, you’ve been waiting for that package, and it’s not there, but don’t take your frustration out on a customer service rep. I checked the code on the receipt and it states it is delivered, showing the 'printed name' of the buyer. (Call 800-ASK-USPS for details on how to do this.) Should I refund just to avoid negative feedback? This can be done via mail, fax, or e-mail. So I did the right things sent it to my work. Filing a false police report is a crime, so if she does that, she's pretty serious about it. Claim denied. Fedex claimed they delivered it on Friday morning however it never arrived. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. When the package didn't arrive, Moore said he tried calling Old Navy's customer service line twice, before sending an email. For insured, registered, or priority packages delivered by USPS, whether lost or damaged, you can then file an insurance claim online or via mail. Find a Missing Package That Shows As Delivered. Here is my email that I send when customers claim to have not received a product; I add the details. But hey go ahead and take your chances. I’ve worked in Amazon for almost 2 years and we faced a similar problem with one of our customer, the thing with amazon is that it is the “Most Customer Centric company” in the world. Hopefully it wasn't too much. And you are correct in saying there is no point investigating. I had several packages stolen around Christmas, all 3 with USPS and all 3 showing delivery. (Documentation is not required for claims with declared values of less than $100) Drag and drop documents from your computer to your claim. Strangely, I have yet to have a customer not “find” the package after this is sent. I sold an item via royal mail first class signed for. A week later, the package turned up back at the sender and now it's enroute back to me. DC showed delivered, but customer contacted me on that very day to indicate it was NOT delivered. He just realized now that he didn’t receive his package? Even when it was suspected that porch pirates stole the package, I filed a claim and both times USPS paid me. Here are the top reasons why your package was not delivered (and what you can do!) It shows a signature too. If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, they buyer will lose the claim, BUT nothing prevents the buyer from leaving bad feedback at any time during or after the … Check to see if someone else, like a neighbor or an Apartment Office Manager, accepted delivery on your behalf. You can make an online claim on RM's website or you can get a paper claim form from the post office. Thread Status: Not open for further replies. I have given the buyer the advice to check with the PO. Sometimes this means filing a lost package report with the carrier (again, we’ve got some great info about that for each of the major carriers: UPS, FedEx, and USPS). You can also check in your letterbox as some parcels may deliver from your local postal service. We have a customer claiming that they did not get their package. And you can do it after the 15 days of the product says it’s delivered. Then contact them and ask where your order is. I find it amazing that the post office will show delivery on such and such a date, hold the package for 2 weeks, then deliver it when I’m contacted. You claim would be denied. The Tracking number of the package; The Purchase receipt of the package; Your Photo ID; You can request a refund online by signing into your USPS account. It sucks as a customer, but it happens. (Amazon) Customer claims "Order Not Received", USPS shows delivered. I will contact my local post office and yours to find out exactly what happened to this package, In the meanwhile first check with your family members/neighbors to see if they might have put it somewhere and you didn’t see it. Let us help start the UPS damaged package claim process. I don’t take anything USPS says or does as “done”. Orders shipped with delivery confirmation tracking—tracking shows delivery and customer claims item not received: Groupon does not cover service errors, including loss, theft, or postal/shipping issues. Endure the bad feedback if its expensive and not refund them if P.O. The tracking status says delivered, and you did not accept the package. For damaged or missing contents, we recommend filing a claim immediately, but you must file no later than 60 days from the date of mailing. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery. Posts: 1,099. Powered by Discourse, best viewed with JavaScript enabled, Customer claims package was never delivered, http://ehome.uspis.gov/mailtheft/mlntrcvd.aspx. This has happened to me before. I shipped a package to a valid address not long ago, USPS marked the address as undeliverable. What to do if your package shows as delivered but you can't find it. I dealt with this over the holidays this season. …the rest is up to you to decide how much time / energy / risk you want to expend on what is in fact a rare occurrence for you. Contact the customer care immediately. Options. E-mail, chat, or call our customer support team It was not an expensive item but it still sucks. Also, the customer may not have realized they are missing a package until they either got the “We’d love your feedback!” notice or checked their orders. If it’s low ($100 or less, let’s say) then it’s best not to upset the customer. As outlined in the Consumer Rights Act 2015, the retailer is responsible for the condition of any products until they are received by the customer or by someone on behalf of the customer. There really is not much you can do. ... Find a Missing Package That Shows As Delivered. Strength in numbers! Tip: Contact the carrier. This parcel was not delivered to my door as the tracking says "in mailbox" which no one should have access to but me. If there is still no clue of your Amazon package and nothing else helps then you need to contact the Amazon’s customer care service. Most parcels arrive on time. Package was not delivered, filed a claim and appeal and was denied. The carrier could have accidently delivered the package to the wrong address and marked it delivered. It is also a busy time for the PO and easier for mistakes. Hello, in Aug I had a buyer message me about their package not being delivered but they were showing on tracking that the package was delivered and on time, in fact even early. New comments cannot be posted and votes cannot be cast. If it does not miraculously show up, refund the order and open up a case with UPS insurance. Well I was at work and there is not Catchman. Keep the parcel intact and move it … It will hurt your metrics but as long as you represent your side I don’t see any issue why Amazon would side with the buyer. Occasionally, for some reason, packages might be marked by the courier as “delivered” even before his actual arrival. It depends on the $ amount you are willing to lose by not insuring and requiring signature confirmation. She said she had three other packages delivered that same day, all safe. If the customer wants a refund on it, you accept the return. Well I was at work and there is not Catchman. i. About a week later the buyer says he hasnt recieved it. NOTE: Please be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. In track, my parcel or letter shows as delivered but I didn’t get it. This has happened to me 2x--once as a seller and once as a buyer. Community Member ‎10-21-2019 08:52 PM. If it was worth a lot of money I would not refund him. If you wait to long to refund the buyer, the buyer is more likely to file an A-Z claim to get their money back plus leave negative feedback. I initiate a search & then refund, if it is an expensive item I send signature confirmation. Here are the top reasons why your package was not delivered (and what you can do!) Depends if you want to risk a bad review or not, maybe you could apologise sincerely and offer her a discount on another purchase if you're not willing to refund? I had one this week for a package that showed delivered Dec 27, but was magically delivered … I’m sorry the package containing XXXX hasn’t made it to you. This is a first for me where a buyer claims that no package was delivered but USPS has delivery confirmation for 7/14 at 4:50pm. Have the customer personally go to his post office to check first. Mark as New; Bookmark; Subscribe ; Subscribe to RSS Feed; Highlight; Print; Email to a Friend; Report Inappropriate Content ‎19-02-2015 1:21 PM. That is unless you have damage, along with a photo of the package that is damaged. etsy would remove a bad review - they do not allow bad reviews for shipping issues. In future send items by a tracked service to protect your self from these claims, if items are not worth using a tracked service then you have to accept responsibility for any INR claims made. i. In the case of my buyer not receiving--She did all that I asked and package was never found--so I replaced at no charge. The reason I say the one is optional is it depends on the value of the item. ((Optional)) Advise that you will be working with UPS to locate the package. Find a Missing Package That Shows As Delivered. Learn about Claims A place for Etsy sellers and buyers to post products and all things Etsy. Thank you so much! Etsy Seller ‎03-22-2017 11:42 PM. Advise that the customer please check with neighbors to see if they possibly have the package. You may also need some of these as you apply for a refund. They typically bounce back to the seller, are truly stolen or the customer did actually receive them. Not sure if this counts for anything but I ordered a package for Christmas delivery, it showed as delivered and I messaged the seller saying that although it showed, I never got it.
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