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What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
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What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?

Original Question
dorotastr (427 ) View Listings
dorotastr
(1 of 6)
What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 03:56 AM

I've sent a package priority mail with the tracking number. It shows that it has been delivered (apartment building,) time and day, but the customer says he has never received it. I have not paid insurance on it. I called the Post Office and they are investigating.

 

The item was sold for about $27.50 plus about $6 shipping (free shipping for the customer.) The customer wants to be reimbursed, which I will do. I wonder, however, if I can recover my money, since I haven't been negligent. What is the right procedure in such case.

 

Thank you very much! D.
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dorotastr (427 ) View Listings
dorotastr
(1 of 6)
What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 03:56 AM

I've sent a package priority mail with the tracking number. It shows that it has been delivered (apartment building,) time and day, but the customer says he has never received it. I have not paid insurance on it. I called the Post Office and they are investigating.

 

The item was sold for about $27.50 plus about $6 shipping (free shipping for the customer.) The customer wants to be reimbursed, which I will do. I wonder, however, if I can recover my money, since I haven't been negligent. What is the right procedure in such case.

 

Thank you very much! D.

2 people have this question.
oceanlife4 (1244 ) View Listings
oceanlife4
 
(2 of 6)
Re:What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 04:01 AM

If the package shows it was delivered, then your job has been done.

 

Tell the customer to check with neighbors, office manager, mail man, etc.
eeyore3066 (481 ) View Listings
eeyore3066
 
(3 of 6)
Re:What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 04:49 AM

 

No!  You do not refund in this case.  When delivery confirmation shows it is delivered, you have done your part.  That is why you use delivery confirmation.  For all you know, they are lying.

Even if it had been insured, the PO wouldn't have paid because it has been delivered.  Your buyer needs to ask around their apartment building and talk to their courier.  

 


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leftofcenter1968 (1200 ) View Listings
leftofcenter1968
 
(4 of 6)
Re:What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 04:50 AM

You do NOT have to refund a penny.

 

If the item shows as delivered to the address that it was required to ship to on the orders detail page/or the transaction detail page of PAYPAL, then you are no longer on the hook.

 

The buyer needs to check with other family members, check other doors around the house, and with neighbors, and most importantly, the mail delivery person/post office.

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dorotastr (427 ) View Listings
dorotastr
(5 of 6)
Re:What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 06:42 AM

Yes, that's what I told him. It seems completely common sense.

 

The buyer said he called his local post office, and checked around. Obviously, if I don't refund his money he will leave negative feedback as well. Should I file for an arbitration with e-bay? This way at least I get the sellers' fees reimbursed, should I decide to refund his money.

 

I have never lost a priority mail package before, so the post office has a pretty good rank with me. The buyer's feedback IS zero, I can't really go by his record here. But I also want to keep a positive PR.

 

Thanks so much for your time and most valuable advice and support always. D.
bemidji6103 (131 ) View Listings
bemidji6103
 
(6 of 6)
Re:What is the lost priority mail procedure, if the tracking shows package delivery, but the customer claims he hasn't received it?
Feb 16, 2013 08:23 AM

No, you do NOT open a case. Actually, you have no case TO open! 

 

If the buyer would open a case, you reply with the DC#.  And you WILL win.

 

Regarding feedback ~ I have 2 comments: 1) As a (0), it's entirely possible he wouldn't even know yet about f/b  2) You can't be giving your products away because of fear of f/b!  If you would get a neg, simply reply with "DC shows delivery on XX/XX at XX time"

 

As another responders often says: It's the buyer's responsiblity to ensure the safety of their address.

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