And if she asks for a refund do I have to do that? Question. 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. Buyer claiming they haven't received item. When does it end ??? 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 had an item not received case opened. No email, no chance to make it right, not request for a refund. > I bought postage through Amazon. I put the odds of the post office finding the package, around zero. Ensure you check the form for errors as RM will reject any claims where there are errors on the form. Next time someone claims they never receive an item from you, dont be too sure they didn't. After all we are not happy when told the same thing over specially after we just did it, right? Check tracking information first. There are conditions to be met. ice-cat. 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. Even the best of us has done it. parcel was sent out on the 15th of jan by 2nd class. Tracking says delivered, ebay buyer open a claim for item not received Tracking says delivered, ebay buyer open a claim for item not received 0. Hi, can you help with this? If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. I'm happy you use tracking for your business and I'm sure it works well for you charging for this service. 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. We hope Amazon resolves this quickly for you, our customer. The package was ordered 1/5 and shipped the same day. 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. B. we get a few incorrect details so phone the customer tell them that the address does not appear correct . Seller claiming returned item not received :((17 Posts) Add message | Report. Have sent item using myhermes at beginning of this month. I used the wording about USPS tracking it down because I do remember post in the past that says to say something along those lines in case a customer is trying to game the system. +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+. Also request email updates on the package at usps.com so you can update the buyer right away if any new scans are posted. Out-of-app payments do not offer any protection and are against our rules. Hi, anyone that can offer advice on this would be good. But in any case, I wouldn’t say that to the buyer. I find your assumptions rather humorous as a result of you not knowing anything of my business. They've just now opened a not received case. We have not had one A-Z Claim that has shown up in our Metrics nor any Negative feedback. If a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. 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. This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. 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! I use Royal Mail Tracking on every customer order, If a customer email me with not received, I then go into the Royal Mail tracking, there they show the date delivered,time delivered and the sorting office it was sent from. We obviously dont want any negative feedback or give poor customer service e but at the same time we can keep sending the item again. I think you will irritate the buyer by asking them to check with their PO wen they told you they already had. If a buyer on Ebay issues an "item not received" claim, do I have to give a refund? 103 days after buyer bought item now claims not received. 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. This means that even allowing for a few extra missing items, the vast majority of people claiming are lying. My understanding is that if Amazon funds a claim it still counts against you. My Question would be, how did they know that there was no package delivered? I will be transitioning to ebay/paypal. I know this topic has been discussed, but this is a weird one. Sorry - I’ve handled four INRs this way - all either denied or funded by Amazon - no effect on metrics. Buyer Claiming Item Not Received Despite Signature Confirmation. Those people often have an amazingly good memory of deliveries. 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. General Selling on Amazon Questions. To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping Services.". Instead I would tell them you are going to check into this for them and ask them to please wait until after the last day of the delivery window, mmm dd yyyy. what now? Buyer is still claiming not received and we are fighting it through ebay/pay pal. Always check the senders address is correct against the Post Code. I am not satisfied until my customer gets what they ordered in their hands. 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. Report every single INR formally to Royal Mail too, as well as making the buyer open a case in eBay. Item Not Received (INR). If she wants it resent, am I responsible for the cost of reposting? Significantly Not As Described (SNAD). Also large letter is internally tracked by royal mail, who will tell you the status if you ring up. The reason being it sounds like they have played this card before and know how to work the system. Yes your varnish wilL look expencive however you musnt lose money. Royal Mail claims can be done online, though is a faff. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. ref: whrl.pl/RbEXig. I will also file a stolen claim with the Post Office. 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. posted 2008-Oct-17, 3:26 pm … Copyright © 1995-2020 eBay Inc. All Rights Reserved. When was the last estimated delivery date? I will also file a stolen claim with the Post Office. 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. I buy all my labels in Amazon. Buyer Protection covers all eligible purchases where PayPal is used, as well as payments made through our website. I was afraid this was going to happen. So what happens now? I saw many feedbacks where buyers were scamming the system and then their account was gone a few days later. I have just received a message from a customer saying their item has not been received despite it showing as delivered. Buyer sent this 'I bought this item 16 days ago and it still hasn't arrived. Items occasionally are lost. Nothing out of this world though. That sounds like a fair first contact. I know this topic has been discussed, but this is a weird one. Australia Post advised me. BeautyBlend 2016-04-08 20:59:56 UTC #1. Buyer claiming item not received minutes after tracking shows delivered vip-marketplace. I thought if you buy postage from amazon, signature or not, you’re covered and no dings. I have the receipt as proof of postage. It is totally ridiculous to ask such. 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. I bought a radio for my mums birthday, listed as new. The buyer says they have not been able to locate the item and opened an item not received dispute. I don't see the option to close this case. Arrived very battered and with no sound. 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 package was ordered 1/5 and shipped the same day. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. 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. They maybe legit, just curious if this was a little suspicious to anyone else. They could be a seller also, here or on another venue, or buy a lot and have had this come up before, or simply researched the best way to handle this (Googled it). Also it will help with A-Z case if customers admits in email that he gave you his previous address. I don’t find it especially suspicious that the buyer knows the obvious first steps. Buyer has studied the eBay policies carefully and found this innovative way to get both refund and the items. 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. 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. Sell on Amazon. And if it doesn’t show up then have them open a claim. +Below is the message that I just received.+ If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . Pretty sure the A-Z for INR should become available after the 15th. Get your 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. I called right away to have it closed, as I always did. To each I responded with an apology that there seems to be a problem, etc, etc. I am almost 100% sure I have a buyer trying to scam me for a 250$ item. 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 Ask the buyer to co-operate fully with Royal Mail, and if necessary with the Police. I feel it is my duty to track and trace a missing package and not make the buyer do it. I received this exact message from a buyer today, almost word for word. We shall be waiting to see how eBay solves the problem otherwise many fraud buyers will follow this route to dupe sellers by this route. {"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}}. Please send your website feedback here - we won’t reply to your message. 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 … Sent a New Cordless phone in post & got proof of postage. Thank you, 100% agree you. In the past week I have had 2 buyers claim an item is not received and requesting a refund. The buyer then collects the items and files a PayPal claim for items not received,” warns Jay Lee, eBay seller and founder of uAcademy. They should be able to track it down. I’d say to give it a few days, usps is known to scan as delivered but only deliver a few days later. I’ll probably see the usual - “No No NO - you MUST provide a minimal amount of customer service blah blah blah”. In the other case they opened a Refund Claim after 4 business days. posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST. 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, "Product(s) Shipped with Tracking via Buy Shipping Services (sellers within the US and Mexico), If an order was shipped with tracking via Buy Shipping Services, and the buyer files a claim stating the order was not received, Amazon will cover the A-to-z claim and the claim won’t be included into your Order Defect Rate. Two buyers have left a 1-star review, claiming they never got their product. I don’t ever suggest relying on that “We got you” policy. Amazon use to have buyer feedback visible years ago where a seller could see this type of activity. A week on buyer says not received. 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. Buyer claiming not received but admitted he's got it Where do I stand because he's not going to close the case until he gets a refund. > Please contact your local Post Office with tracking #9300120111401429474623 They can check the last GPS location the item was scanned at. Hi. They will proceed with what ever options they are given, and those will hurt you. Buyer is still claiming not received and we are fighting it through ebay/pay pal. Item was delivered a few days later. I would imagine that amazon keeps an eye on buyers who repeat this scam? A. Has There is no tracking info on royal mail when I put tracking ref in. I used to send items Royal Mail 1st class but after so many "not received items"I started sending 2nd class signed for,(with tracking numbers) amazing how little "not received items" I have now . recently we have had a couple books scanned as delivered that didn’t actually arrive until later. Now not responding, what shall I do? Not to mention the time you spend ‘researching’ the issue. 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. Only way to avoid is buy insurance for everything you sell. Ship by Thu, Jan 5, 2017 to Fri, Jan 6, 2017 Every item that is paid, is sent. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. I am sure these buyers did not simply go away if they truly did not get their item and the scammers might get nervous about being tracked by Amazon. Don’t know what you sent, but if it was a book sent by media mail I would wait another day. Archive View Return to standard view. Then you have a problem. Have sent item using myhermes at beginning of this month. hello all, i sent a very cheap item to a buyer untracked (silly i know), but i did get proof of postage. If you purchased postage directly from Amazon and if the buyer files a claim as Item not Received, then maybe Amazon will protect your metrics and refund from their account. 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. I have proof of postage. Recently a new eBay member (joined Aug. 8, 2013) purchased a camera using Buy It Now the same day he joined eBay. > Below is what I am going to reply. At least delivery confirmation is proof. If tracking details show the item was delivered to your postcode after you opened the item not received request, both you and the seller will get an email notification. I stupidly allowed an item of mine to sell to a new account. Deliver by Tue, Jan 10, 2017 to Fri, Jan 13, 2017. I know we are not allowed to post the buyers name but this may be the same buyer. If you paid outside of the app, scroll to the bottom of your list of transactions (inside the App) and select ' item not shown'. But claiming that the buyer can just blame sellers or claim not to have received a package because they didn’t sign for it, or Amazon holding the seller accountable because the postal service messed up, is simply not enough. After this, eBay will step in. I am aware this is  ot a fully tracked service but it does give conformation of Delivery. 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. Gotta be a record lol. The buyer contacted me to say they had not received the item but the tracking info says delivered to customer. Not been in this situation before so any help really appreciated. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. from October 2008; to December 2008; last updated – posted 2008-Dec-9, 1:49 am AEST posted 2008-Dec-9, 1:49 am AEST User #83462 1167 posts. Can you show me where this policy is stated by Amazon? Was this helpful? I've found that Canadian customs can take up to 3-4 months. I was wondering if anyone could help me on this please? Whirlpool Enthusiast reference: whrl.pl/RbEXig. I stupidly allowed an item of mine to sell to a new account. Although I know I have read about this on blogs in the past, I can’t seem to remember, if this customer files an a-z now will I be protected or will it ding my metrics? If it wasn’t then how did they know? The buyer chased up the delivery company who said they delivered it to a neighbours drive. Buyer George John Received The Item & Claiming Fot Item Not Received. They should be able to track it down. Why did Amazon remove it ? Sold an item, buyer claiming he never received it. ebay buyer is claiming parcel has not been received. To claim for items paid for using stamps, Franking or online postage (including items sent and paid for at the Post Office) Complete our online Claim form. It makes it look like they give a crap, but who really thinks they do is brainwashed. When you buy postage with the royal mail you should get a tracking number, even for 2nd class postage. 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. Buyer George John Received The Item & Claiming Fot Item Not Received. Community Member 03-05-2015. 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. 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. 3) send a message to the buyer He received feedback from one other seller and it was Good. Sell on Amazon . Scanned delivered 1/9. 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. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. anyway, they opened a case against me saying they didn't receive it. I’ve received many emails from sellers who have posted out replacements in the same way as the original and then had another item not received claim! many thanks. 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. If that’s true of course. 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. I had 5 or 6 Items not received communications from buyers. My Letter’s Addresses are printed with 20point Arial font, and marked with a … If you're getting a lot of these cases, you can't give everyone the benefit of the doubt. Nonsense. I had 5 or 6 Items not received communications from buyers. Beginning May 1, 2016, Amazon Customer Service advised us that they will handle all claims regarding orders marked as “delivered” by a carrier In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. Because IMO they don’t care about sellers, only buyers. 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). Hey guys! Hello, Edited by: SusanH@SellerSupport on Jan 12, 2017 10:44 AM 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. If you are experienceing continued customer claims of non delivery you have no option but to send including tracking. Significantly Not As Described (SNAD). This seems to be a very common way for people to game the system these days. Tracked is too expensive as we offer free postage. Fortunately, this is usually the easiest scenario to address. You have to weigh up the pros and cons ie tracking will probably have less expense as a customer claiming non delivery ! 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." 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. So, don't get … Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. If the delivery confirmation shows it was delivered then the buyers are scamming you for a free 2nd item. I'll do this from now one. Imagine buying a book and it never gets … I sold a few items three months ago, sent them sharply and promptly forgot about them. Thank you for taking the time to write such an insightful response. 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. Not very good customer service, You want to keep your customers this way your antagonising him/her. > Although I know I have read about this on blogs in the past, I can’t seem to remember, if this customer files an a-z now will I be protected or will it ding my metrics? Buyer Claiming Item Not Received. This is most certainly fraud. I think I will simply refund this customer as we normally do. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Sell on Amazon. I guess we wouldn't know if the customer really didn't get it but I certainly dont want to carry the cost. We purchased the shipping through Amazon services. eBay are apparently holding my funds in paypal. Gotta be a record lol. Buyer claiming not received but RM tracking says delivered (18 Posts) Add message | Report. And he was pretty diligent too. 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. Edited by: Amasnot on Jan 18, 2017 5:54 PM, +D-N-R wrote:+ 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. TheSitChewAceChien Sun 24-Mar-13 12:50:51. eBay will sort out the feedback, and you will win an eBay INR case in these circumstances. > Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! I am sure these are chance takers but what can I do about this? 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. Again, if the buyer goes as far as to the page, or contacts customer support, they will not stop and come back. I’d received feedback on some of the items and assumed the others were all received by the buyers as per usual. 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. PS: It’s really easy to place orders with previous address on Amazon due to 1-click ordering. Buyer rejected the idea that the parcel had been delivered to them so I called AP and they gave me the recipients name of signature, relayed that back to the buyer who claimed not knowing anyone of that name and requested from me a refund of the purchase price on the basis of a misdelivery taking place otherwise they would lodge a item not received claim with Paypal. You might even end up funding this if you don’t have signature. 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. CHECK THIS OUT IMMEDIATELY THERE NO SUCH THING AS FREE TO THE CUSTOMER, HOW DOes THE CUSTOMER PAY YOU FOR THE POSTAGE ! ****************************************************************************************. 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. So what happens now? 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With A-Z case if customers admits in email that he gave you his previous address on Amazon due 1-click. & claiming Fot item not received claim not very good customer service but dont to. Always check the form 24 hours customer gets what they ordered in their.! Including tracking or refund playing field would be good in its tracks to provide details of (! Receive a return Shipping label subsidy for item not received minutes after tracking shows delivered vip-marketplace after business. These cases, you ca n't give everyone the benefit of the time to SUCH! Humorous as a result of you not knowing anything of my business fighting it through ebay/pay.. Po wen they told you they already had years ago where a seller see! Most common reason for an item, buyer claiming he never received so i went online checked... Get … i sold a few days later free 2nd item reason being it sounds like they a... N'T receive it, anyone that can offer advice on this please has. Out the feedback, and you will win an eBay INR case in my favour with. To provide details of your ( and your customer ’ s a chance you turn this normal into! If she wants it resent, am i responsible for the cost of reposting ago... The benefit of the items and assumed the others were all received by the buyers but. Way - all either denied or funded by Amazon - no effect Metrics... A book and it said buyer claiming item not received was delivered really easy to place orders with previous address on Amazon due 1-click. And trace a missing package and not make the buyer to co-operate fully with royal mail, who said delivered! Responded with dates, tracking number, even for 2nd class postage were all received by the customer else! Like this letter because it puts the onus on the 15th of jan by 2nd class postage continued claims. You ’ re covered and no dings that Canadian customs can take up to months! Provide them with ideas for finding their item has not! first to... Was ordered 1/5 and shipped the same day % positive feedback expencive however you lose. 'Ve been a member of eBay since 1997 with 100 % sure i have a look it! Of reposting said they delivered it to a new Cordless phone in Post & got proof of,... Loads of items not received and we are fighting it through ebay/pay pal what they ordered in hands. Is just a waste of your feedback item of mine to sell to a account...