I sold some fashion rings to a person in Canada (I'm in the US) and it has been almost three weeks and she is demanding a refund because she hasn't received them yet. The buyer says they haven't received their item As long as the transaction was made using the 'BUY' button then you are both covered by PayPal Protection, this means that the buyer can decide to open an 'item not received' or 'not as described' claim. To me, that's an unreasonable time to claim. To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping Services.". I had 5 or 6 Items not received communications from buyers. If you paid outside of the app, scroll to the bottom of your list of transactions (inside the App) and select ' item not shown'. Also it will help with A-Z case if customers admits in email that he gave you his previous address. Every item that is paid, is sent. I put the odds of the post office finding the package, around zero. They should be able to track it down. I will also file a stolen claim with the Post Office. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! I am aware this is  ot a fully tracked service but it does give conformation of Delivery. Pretty sure the A-Z for INR should become available after the 15th. No email, no chance to make it right, not request for a refund. I would be reluctant to assume a regular buyer was scamming me. You will be issued with a tracking number and if you so wish signed for but all this costs extra. I'm happy you use tracking for your business and I'm sure it works well for you charging for this service. We operate on a different model which works for us. > After this, eBay will step in. You will need to take photo copies of your proof of post (RM needs the original), and also attach a print of the eBay page, Paypal refund and copies of all correspondence to help your case. posted 2008-Oct-17, 3:26 pm … If the delivery confirmation shows it was delivered then the buyers are scamming you for a free 2nd item. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. We have contacted Royal Mail and found that your Order was delivered on 1/1/2020 @ 10:00 from Ely sorting Office The tracking number for your use is 1222212222 please use this information if you have any further query's. Thank you for your mail and note your claim. Edited by: Amasnot on Jan 18, 2017 2:50 PM, Edited by: Amasnot on Jan 18, 2017 2:51 PM, Edited by: Amasnot on Jan 18, 2017 2:52 PM. 103 days after buyer bought item now claims not received. You do not pay for this the customer has too ( can you build this into the item price you are selling ). I've responded with dates, tracking number and photos of online details. Buyer Claiming Item Not Received Despite Signature Confirmation. Started by marmat, August ... but its not great for a buyer either. Buyer Claiming Item Not Received. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. If the buyer continues to claim the item has not arrived, tell them you will have to report this to Royal Mail so they can launch an investigation into possible theft by their staff. Hey guys! There are conditions to be met. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. Next time someone claims they never receive an item from you, dont be too sure they didn't. Can you show me where this policy is stated by Amazon? Gotta be a record lol. I bought a radio for my mums birthday, listed as new. I was wondering if anyone could help me on this please? {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. The confirmation just shows area of delivery and not full address and each time it looks to be the  correct place when compared to the given delivery address. Understand that I run an ethical business, with 5500 feedbacks at 99.5% TRS. Significantly Not As Described (SNAD). i am inclined to believe them as they have 1000+ ratings. Was this article helpful for you? My Question would be, how did they know that there was no package delivered? what happens now? You might even end up funding this if you don’t have signature. Related help topics. Case says waiting for buyer to respond. 80% of non-deliveries is a wrong address given by the customer. Thanks in advance, @both_my_parents_were_racing_drivers_at_brands_hatch_in_the_60-s. Then contact the post office yourself, give them the tracking number and description of the package and ask that they check gps if they have it and also check with the carrier who worked the route that day. Hi. eBay gives me three options: 1) Add tracking number (which I already did) 2)Refund buyer to close this request. Sell on Amazon. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. It's frustrating as you want to give good customer service but dont want to be taken for a ride either. I’d say to give it a few days, usps is known to scan as delivered but only deliver a few days later. Community Member 03-05-2015. Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. I’m hoping for some advice on how to proceed with a completed sale here: I’ve been an eBay user for a while, not much of a seller however. You have to weigh up the pros and cons ie tracking will probably have less expense as a customer claiming non delivery ! Item was delivered a few days later. recently we have had a couple books scanned as delivered that didn’t actually arrive until later. I don’t ever suggest relying on that “We got you” policy. Please report the issue so we can take action against the Seller, and help keep Depop a safe place to Buy and Sell. Get your refund. A buyer said she didn't get the item and I was able to track it and tell her it had sat in her post office for 18 days and she hadn't collected it. If you are experienceing continued customer claims of non delivery you have no option but to send including tracking. Thank you, 100% agree you. But clearly a few of them will be genuine - misdeliveries, or doorstepped items etc. I do the typical stuff, asking the buyer to contact their local post office, I have them locate it via GPS, it’s has never once turned out the package was in fact lost or not received. I think I will simply refund this customer as we normally do. Where a customer claims not to have received the item but Royal Mail 24 shows confirmation of delivery, what are my options here as this is happening every single week and I'm having to send the item again costing me money. Important because the claim MUST come in as INR, but such option is greyed out if the window is still open and buyer is likely to choose something else. Where do i stand 103 days after sale address is also incomplete no street name. what now? Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Your request will then close automatically within 24 hours. Edited by: SusanH@SellerSupport on Jan 12, 2017 10:44 AM I stupidly allowed an item of mine to sell to a new account. They say they never received it even though delivery confirmation states they did, you are suppose to refund, and they REMAIN transparent to Amazon and do it over and over again. ****************************************************************************************. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Edited by: D-N-R on Jan 12, 2017 10:16 AM, I am confused by all the answers from Amazon sellers who I am sure know more than I. posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST. Always keep your proof of tracked shipping, proof of conversation and proof of the original listing as they might be required during the resolution process. Don’t know what you sent, but if it was a book sent by media mail I would wait another day. +I need a refund asap to where I can order again I’ve checked with postal service as well as all my neighbors nothing here for me no package thank you+. Personally, I don't like this letter because it puts the onus on the buyer. He received feedback from one other seller and it was Good. But 1 in 15 is just disgusting Standard procedure for Australia Post is to return items that are not delivered, I have not received even 1 item back , that is a 0% return rate. I stupidly allowed an item of mine to sell to a new account. I know this topic has been discussed, but this is a weird one. To each I responded with an apology that there seems to be a problem, etc, etc. Buyer Claim Item not received.. Ebay . Yes your varnish wilL look expencive however you musnt lose money. ice-cat. > Below is what I am going to reply. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. This morning a buyer has opened a dispute saying they never received their item, that was dispatched three months ago to the day (10th Feb). Significantly Not As Described (SNAD). Also large letter is internally tracked by royal mail, who will tell you the status if you ring up. Let Amazon’s INR policy handle this. I am sure these are chance takers but what can I do about this? this has never happened to me before. I contacted PO help line and operator checked and told me what I already knew "In Transit" however buyers not happy with this response some have had other items delivered so must be my post office at fault so suggest I chase up the post office for items posted with tracking 11 days ago. It just seems this is becoming very common and I am not sure if it is the postal system or scammers or a combination of both. The package was ordered 1/5 and shipped the same day. We make use of Royal Mail 24 postage which is free for the customer. Then I tell the buyer that Amazon is now handling this type of claim and I copy and paste Amazon’s Policy which is the last paragraph under “item Not Received” Help question Ensure you check the form for errors as RM will reject any claims where there are errors on the form. Ask the buyer to co-operate fully with Royal Mail, and if necessary with the Police. Recently a new eBay member (joined Aug. 8, 2013) purchased a camera using Buy It Now the same day he joined eBay. Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. Report every single INR formally to Royal Mail too, as well as making the buyer open a case in eBay. I called right away to have it closed, as I always did. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! Powered by Discourse, best viewed with JavaScript enabled, https://www.amazon.com/gp/help/customer/contact-us/. ebay state opened cases must be refunded after 7 days of case opened even considering they have a covid 19 policy.Post office say 15 days for lost items,so if I refund then items delivered after refunding how many will pay again? Not to mention the time you spend ‘researching’ the issue. The reason we do this is packages have been scanned as delivered in the past when indeed they were not and usually actually deliver the next day. I’ll probably see the usual - “No No NO - you MUST provide a minimal amount of customer service blah blah blah”. Ebay accept that as proof of delivery, just enter the tracking info and you won't have to refund. If the buyer is claiming INR repeatedly then Royal Mail will investigate to determine if the recipient is lying or whether they have a dodgy postie. Buyer is claiming that only one was in the parcel. That way the buyer ends up with 2 or 3 of their item and their money back so please – always send replacements via recorded delivery. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. Arrived very battered and with no sound. I feel it is my duty to track and trace a missing package and not make the buyer do it. They should be able to track it down. This simply isn't good enough and I want a refund' The reason being it sounds like they have played this card before and know how to work the system. Then, if I think the buyer is being truthful, I do my best to sort things out with a replacement or by locating the item. The buyer says they have not been able to locate the item and opened an item not received dispute. I messaged seller, who said to send it back and they'd have a look at it. I know we are not allowed to post the buyers name but this may be the same buyer. Buyer claiming item not received minutes after tracking shows delivered vip-marketplace. This means that even allowing for a few extra missing items, the vast majority of people claiming are lying. In the other case they opened a Refund Claim after 4 business days. Not been in this situation before so any help really appreciated. Yes No Opens a dialog to provide details of your feedback. PS: It’s really easy to place orders with previous address on Amazon due to 1-click ordering. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. 103 days after buyer bought item now claims not received. When does it end ??? Sold an item, buyer claiming he never received it. ebay buyer is claiming parcel has not been received. They maybe legit, just curious if this was a little suspicious to anyone else. Most of the time I just ship them a new product. How is the Post Office going to track down the missing package? ref: whrl.pl/RbEXig. Amazon use to have buyer feedback visible years ago where a seller could see this type of activity. I thought if you buy postage from amazon, signature or not, you’re covered and no dings. Ship by Thu, Jan 5, 2017 to Fri, Jan 6, 2017 And if she asks for a refund do I have to do that? The buyer then collects the items and files a PayPal claim for items not received,” warns Jay Lee, eBay seller and founder of uAcademy. I think you will irritate the buyer by asking them to check with their PO wen they told you they already had. Buyer bought an item on 30th November and have messaged today 8th February claiming the item didn't arrive, that's 70 days since dispatch on an item estimated to take 2-3 days to arrive! If it wasn’t then how did they know? Have sent item using myhermes at beginning of this month. While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it’s not available for vehicle listings in eBay Motors. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. I buy all my labels in Amazon. The buyer promptly paid through Paypal. One business seller told Edinburgh Live that eBay had automatically refunded an 'item not received' claim despite the fact he had "valid tracking showing items (were) delivered." Hi, can you help with this? They've just now opened a not received case. Seller claiming returned item not received :((17 Posts) Add message | Report. Buyer … But in any case, I wouldn’t say that to the buyer. Australia Post advised me. Because IMO they don’t care about sellers, only buyers. Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. Two buyers have left a 1-star review, claiming they never got their product. Both were postage together. Again we normally just assume that the customer always tells the truth. I recently started cleaning out some storage / things I’m not using and ran into this: A particular item sold for about $200.xx to a new eBay user with 0 feedback. I asked EBay about this and they are saying that Hermes issues the Claims code and that it means they could not deliver the parcel and are waiting for the customer to use the code to claim the parcel from them. Buyer claiming not received but RM tracking says delivered (18 Posts) Add message | Report. While you may still end up refunding if the package is actually missing, you will probably head off an A-z if they a honest buyer and avoid poor feedback. Even the best of us has done it. It makes it look like they give a crap, but who really thinks they do is brainwashed. Item Not Received (INR). many thanks. We just found it suspicious that this customer already knew what would be said before it was done. eBay are apparently holding my funds in paypal. I have just received a message from a customer saying their item has not been received despite it showing as delivered. I have proof of postage. ( dont usemy examles ). Sell on Amazon . > Have sent item using myhermes at beginning of this month. Your emails will just annoy the customer with lots of silly questions/back and forth. This type of buyer fraud is perhaps the most difficult to appeal and without sufficient evidence it is the buyer’s word against yours. anyway, they opened a case against me saying they didn't receive it. I checked the tracking information and it shows the item was delivered. On a regular basis, every week infact, we get buyers that say they did not received their items. For information on how to proceed, please go to (paste this URL into your browser): https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-2?ie=UTF8&nodeId=201117310&qid=1464889184&sr=1-2, If, after exhausting all possible locations, use this direct link to contacting support: https://www.amazon.com/gp/help/customer/contact-us/. Beginning May 1, 2016, Amazon Customer Service advised us that they will handle all claims regarding orders marked as “delivered” by a carrier I know this topic has been discussed, but this is a weird one. Buyers can open cases well beyond the 30 days, but the option is now with the seller to 'accept' or 'deny' and if seller denies; case is closed in sellers favot. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. Most customers will just say it didn’t arrive and then we ask them to check with neighbors and we contact the post office ourselves to check for issues. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. As soon as the Unpaid Item Assistant opens a case, the buyer can’t leave feedback until the case is closed and you’ve received payment. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. OP already said that the numbers are showing the item has been delivered. You should be charging the Customer for the Product, Postage ,Tracking , Paypal Fees, PayPal Fees, and promotioal fees if you use it. After all we are not happy when told the same thing over specially after we just did it, right? In one case, it was 2 business days after it was posted and going to outback NSW. We purchased the shipping through Amazon services. Question. But, as someone said, make sure it’s outside the delivery window, otherwise they won’t be able to choose INR and might choose something else. He received feedback from one other seller and it was Good. Sorry - I’ve handled four INRs this way - all either denied or funded by Amazon - no effect on metrics. Anyone Else getting loads of items not received since covid 19 situation? If a buyer makes a false claim, please accept the return and report the buyer to us. The buyer organised for a courier to collect the item from my house, he sent me all the relevant tracking information and kept me copied into any correspondence with the courier with regards to … I was afraid this was going to happen. I will be transitioning to ebay/paypal. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. Report Inappropriate Content. I posted 7 items on 14th April and 2 have been delivered, I keep getting messages from buyers who quite understandably are concerned about items they paid for but not received (yet) now I've sent them tracking numbers so they can check the same as me, tracking says, accepted at post office at Time/ Date in Transit-no other information available until delivery has been attempted. I did not agree to my order being left in an alternative place and I have not received it.” If you’re asking for redelivery, add: “I am now setting a deadline for delivery of _____ and ask you to deliver the item within that deadline.” You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! 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 transaction. No email, no chance to make it right, not request for a refund. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. This is most certainly fraud. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Buyer has studied the eBay policies carefully and found this innovative way to get both refund and the items. parcel was sent out on the 15th of jan by 2nd class. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. Given was incorrect clearly a few of them will be issued with a tracking number me now conformation of,! Anything else is just a waste of your ( and your customer ’ s time. Postage which is free for the customer tell them that the customer package and not make buyer. And going to reply please send your website feedback here - we won ’ then! They had not received and we are fighting it through ebay/pay pal i 'm happy use... 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One A-Z claim that has shown up in our Metrics nor any Negative feedback PayPal is used, well. Shipping label subsidy for item not received the item & claiming Fot item not received hope Amazon resolves this for...