Help! ebay seller question: "Item not received" by buyer :(

[ceecee]

If you purchase priority mail labels online, you get $100 of insurance. Anything I sell that is over $100, I do purchase the additional insurance. If it's over $200, ebay requires that you deliver with signature confirmation as well to cover your butt.

Hint: buy a shipping scale and weigh at home. I bought one off of amazon for like $18. It is soooo much easier to just weigh it, then alter the weight before you print off the label. Then if the item is smaller, you can just stick it in the mailbox rather than having to go to the post office too.

I print all of my labels from USPS click n ship which is only $50 insurance. Does Paypal labels give you the extra insurance??????

 

[MomToOne]

Just because a package shows as delivered is not proof that the USPS actually delivered it to the right person. My sister had a package from Amazon go missing this week - it was marked as delivered by the USPS, but there was no sign of it. It is also well known that the USPS will show a package as delivered hours or even a day before it actually is - think about it, if they are doing that, then there has to be cases where they mark it as delivered but it never is.

As a seller, while I guess you can try and play the "well, I have tracking info that shows it as delivered - it's your problem now", that's not good customer service. As a seller - even an occassional one - you should consider yourself a business, and work with your customers accordingly. You should contact the post office and let them know the package was reported as not received by the addressee. Also, as the shipper, you will have responsibility to file the claim against insurance. Take this as an opportunity to show your customer that you value their business and work to help resolve the problem - if you don't, well then, I personally think negative feedback would be valid. (And as I buyer I do read the responses where sellers state "tracking info shows as delivered" as their only response and avoid those sellers - because I think that response shows a lack of customer service.)

Think of it this way - if you ordered a package from Amazon, but never received it, and they just told you "too bad, so sad, the tracking info shows it as delivered", how would you feel about them????

 

[DianeV]

Here is my issue with that...and I think many people agree. Many people who sell on ebay are not 'stores' and even though ebay is trying to make buyers think that is the case its simply not true. A casual seller on ebay or even one who sells a decent amount of items is just not able to take a hit when they have done what they are supposed to do which is deliver an item to a person. The post office shows delivered. yes we know that isn't always accurate but its all we have as sellers. We cannot just refund or replace anytime a buyer says they didn't get their item and it is scanned as delivered. Do you realize what kind of taking advantage of sellers could go on? It wouldn't take long for scammers to realize they can bully an ebay seller even if they know they got the item.

I hope you understand what I'm saying. I am not saying a seller shouldn't try to help the buyer in a situation like this but usually the error is on the buyers end at their post office and much easier for the buyer to handle. I believe the person who was supposed to receive an item can initiate an insurance claim also but I wouldn't be so sure the post office would even pay on that if they show delivered.

Just because a package shows as delivered is not proof that the USPS actually delivered it to the right person. My sister had a package from Amazon go missing this week - it was marked as delivered by the USPS, but there was no sign of it. It is also well known that the USPS will show a package as delivered hours or even a day before it actually is - think about it, if they are doing that, then there has to be cases where they mark it as delivered when it never is.

As a seller, while I guess you can try and play the "well, I have tracking info that shows it as delivered - it's your problem now", that's not good customer service. As a seller - even an occassional one - you should consider yourself a business, and work with your customers accordingly. You should contact the post office and let them know the package was reported as not received by the addressee. Also, as the shipper, you will have responsibility to file the claim against insurance. Take this as an opportunity to show your customer that you value their business and work to help resolve the problem - if you don't, well then, I personally think negative feedback would be valid. (And as I buyer I do read the responses where sellers state "tracking info shows as delivered" as their only response and avoid those sellers - because I think that response shows a lack of customer service.)

Think of it this way - if you ordered a package from Amazon, but never received it, and they just told you "too bad, so sad, the tracking info shows it as delivered", how would you feel about them????

 

[richmond282]

I print all of my labels from USPS click n ship which is only $50 insurance. Does Paypal labels give you the extra insurance??????

I guess so. Priority mail always shows $100 of insurance. You also get a discount on the cost of the shipping through paypal. It's usually somewhere between 10-18% less. Paypal also automatically uploads your shipping information to ebay and notified the buyer. You really should try using paypal for shipping.

J
You should contact the post office and let them know the package was reported as not received by the addressee. Also, as the shipper, you will have responsibility to file the claim against insurance.

I'm pretty sure the buyer has to notify their own post office that the item was not received. I think they also have to fill out something on their end before you can file the insurance claim. I know they have to take pictures if an item is damaged. I've never had to actually file a claim for a package though so maybe I'm wrong. The few times a buyer has claimed an item that is insured did not arrive, I tell them I will check with the post office to figure out how put a trace on the package and then file a claim, the item miraculously appears!

I have learned to ship most everything priority mail, add insurance, and delivery confirmation (if it's an expensive item). I don't do signature confirmation for everything though b/c, quite honestly, its a pain for the buyer if they aren't home when the package gets delivered and they aren't there to sign for their little $10 item from ebay. I use first class for small inexpensive items and only ship parcel post for really large items that there is a significant cost difference for priority.

 

[sweetdana]

Why would you give the seller a bad rating? If the post office says it was delivered, how is that the seller's problem

If I didn't receive an item I paid for.. that to me is a bad rating.. Not sure what you give bad ratings for.. but this would pretty much do it for me.

 

[DianeV]

But why would that be something a seller should get rated badly for? If you want to deal with stores then deal with stores (and ebay does have some stores on their site) A good amount of ebay sellers are regular people, trying to make a few bucks selling items. If they have something saying their item was delivered to you by the post office I really don't get leaving them a negative over it?

If I didn't receive an item I paid for.. that to me is a bad rating.. Not sure what you give bad ratings for.. but this would pretty much do it for me.

 

[pocomom]

Just wanted to point out, my UPS guy has left packages in a deck box, in my open garage, and they have fallen off the porch before. The mailman also uses my garage in bad weather if it is open, and has delivered on more than one occasion to my neighbors. If buyer seems legit in that they didn't receive, you may want to suggest to them they check around. More than once I though I didn't receive a package and I actually have.

 

[merbobear]

This happened to me once. I filled in the tracking number in the claim and then ebay found on the side of the buyer...BUT, they refunded her the money and did not take it from me. So hopefully that is what will happen with your situation as well. Good luck.

 

[sweetdana]

But why would that be something a seller should get rated badly for? If you want to deal with stores then deal with stores (and ebay does have some stores on their site) A good amount of ebay sellers are regular people, trying to make a few bucks selling items. If they have something saying their item was delivered to you by the post office I really don't get leaving them a negative over it?

I do not give out money to not get goods.. I would not go to a store and give them money and not expect the item either....

Being a regular person myself (in addition to the seller), that same couple bucks they are trying to make, I have given with nothing in return and want more than ummm nadda..

I would be surprised if you polled people and asked if they thought they would leave positive or no rating.. after paying, but not receiving an item.. verses negative.. but maybe I am expecting to much on my purchase.. IDK. and maybe I am the odd ball.. This would be clear cut I didn't get my goods.. would not recommend, and the seller could certainly post as well. tracking item confirmed..

 

[Granny square]

Wow. I can't imagine blaming the seller who has fulfilled their part for a loss by the post office. That is crappy.

 

[tina.tina]

Did anyone else see where the delivery person put the recipient's tablet she ordered for her son's Christmas into the empty trash can near the curb. The trash collectors then came along and picked it up!!!

 

[SandrA9810]

I do not give out money to not get goods.. I would not go to a store and give them money and not expect the item either....

Being a regular person myself (in addition to the seller), that same couple bucks they are trying to make, I have given with nothing in return and want more than ummm nadda..

I would be surprised if you polled people and asked if they thought they would leave positive or no rating.. after paying, but not receiving an item.. verses negative.. but maybe I am expecting to much on my purchase.. IDK. and maybe I am the odd ball.. This would be clear cut I didn't get my goods.. would not recommend, and the seller could certainly post as well. tracking item confirmed..

In the few cases like this, Ebay will actually give the refund rather than taking the money from the seller. Sellers have a responsibility to make sure their packaging is adequate for shipping and proper postage is purchased. This includes adding insurance/signature confirmation if needed. For $25, it's borderline of needing insurance, but it is included if the package was sent priority. Doll clothes aren't exactly high value, nor breakable.
The buyer needs to be tracking down the delivery person and contacting the post office about the lost package. They're the ones that dropped the ball.

When I received a very expensive box that had signature confirmation on it and the mail man just left it on the door step, I went to the post office to raise a fuss. Thankfully, my aunt was in her room that's right next to the front door and heard the guy on the doorstep. So the package didn't sit out there all day with the opportunity to be stolen. The shipper wasn't to blame, it was the mail man and I made sure that my complaint went to the right person. Not some one who had no control over the situation.

 

[Mousemom234]

We've had bad delivery before. Especially at this time of year, when there may be several different people making USPS deliveries. Buyer may want to check to see if the package WAS delivered, but not where it should have been.

I had 3 packages left on my front steps, on the 23rd, by a Budget Rental truck. They were all labelled as USPS deliveries.
Problems with that were multi:
1) One of them needed a signature
2) I only knew they were there because I was home when they arrived. I noticed the truck leaving, and when I looked out the window, I noticed the footsteps across the lawn. After dark, nobody would have seen them - DH drives into the garage, and from an angle where he wouldn't have seen white packages in the snow, in front of a white door.
3) Nobody delivers to our unshoveled, rosebush tangle covered front steps, since there's a perfectly good, roofed entry step right off the driveway - and that door, which opens onto the mudroom was unlocked and open about 3 inches, since I was expecting stuff. (and where the regular carriers almost always deliver packages)

 

[Ladygoldenhair]

We've had bad delivery before. Especially at this time of year, when there may be several different people making USPS deliveries. Buyer may want to check to see if the package WAS delivered, but not where it should have been.

I had 3 packages left on my front steps, on the 23rd, by a Budget Rental truck. They were all labelled as USPS deliveries.
Problems with that were multi:
1) One of them needed a signature
2) I only knew they were there because I was home when they arrived. I noticed the truck leaving, and when I looked out the window, I noticed the footsteps across the lawn. After dark, nobody would have seen them - DH drives into the garage, and from an angle where he wouldn't have seen white packages in the snow, in front of a white door.
3) Nobody delivers to our unshoveled, rosebush tangle covered front steps, since there's a perfectly good, roofed entry step right off the driveway - and that door, which opens onto the mudroom was unlocked and open about 3 inches, since I was expecting stuff. (and where the regular carriers almost always deliver packages)

We had his happen, but it was on the neighbors front steps. Expensive Sony NEX camera sat two days in temps in the teens. I called the post office and the rural delivery man was there. He described the neighbors home. I found the package under snow and ice on their unused front steps, not the covered side entry.

Made me sick! I didn't know how to protect the lens from moisture and had to hope for the best. Next time I'll request a signed delivery for an item as this.

 

[gk90]

OP here with a happy update. Thanks for all the responses, much more helpful than ebay's FAQs!

So the buyer contacted the PO on her end last week and they opened an investigation and gave her a case number. A few minutes ago I got a message through ebay saying the case is closed and the buyer's note saying that the item was found in time for the recipient's b-day!

She also said last week that her neighbor had a package misdelivered the same week--fortunately another neighbor who got it by mistake did the right thing and brought it over to her the next day. Good to know that the buyer realized that it wasn't not my fault. Also good that I sent it Priority (printed the label directly off ebay's site) and so have insurance included. I'll know to send items Priority in future!

We've had delivery problems here too, including a box with a skirt that got soaked and sat in the wet package for at least 4 days. Fortunately it was synthetic polyester, an ugly but indestructible school uniform that didn't show a trace of damage or mildew, but still...

 

[richmond282]

OP here with a partial update.

So the buyer has contacted the PO on her end and they've opened an investigation and given her a case number. She said that her neighbor had a package misdelivered the same week--fortunately another neighbor who got it by mistake did the right thing and brought it over to her the next day. Good to know that the buyer realizes that it's not my fault. Also good that I sent it Priority (printed the label directly off ebay's site) and so have insurance included.

I would go ahead and contact my own PO and figure out how to file a claim using the insurance. Sounds like you might need it.

 

[ellone]

OP here with a happy update. Thanks for all the responses, much more helpful than ebay's FAQs! So the buyer contacted the PO on her end last week and they opened an investigation and gave her a case number. A few minutes ago I got a message through ebay saying the case is closed and the buyer's note saying that the item was found in time for the recipient's b-day! She also said last week that her neighbor had a package misdelivered the same week--fortunately another neighbor who got it by mistake did the right thing and brought it over to her the next day.

I don't know if post offices do this everywhere but my postman has said that certain mailboxes along his route have codes he has to scan. It basically tracks him along his route and allows them to figure out about where a package was if one gets misdelivered. Not a perfect system but better than nothing.

 

[jls886]

I print all of my labels from USPS click n ship which is only $50 insurance. Does Paypal labels give you the extra insurance??????

The PP may be thinking of Priority Mail Express (previously Express Mail), which does come with $100 of insurance. Priority Mail is just $50 of insurance, you are correct. But like the PP said, you might want to try printing your labels right through eBay - the money is taken right out of your Paypal account, the tracking number is automatically attached to the item, and eBay does offer some USPS discounts.

Here are the details of the insurance included with Priority Mail:
https://www.usps.com/ship/compare-domestic-services.htm

 

[ellone]

The PP may be thinking of Priority Mail Express (previously Express Mail), which does come with $100 of insurance. Priority Mail is just $50 of insurance, you are correct. But like the PP said, you might want to try printing your labels right through eBay - the money is taken right out of your Paypal account, the tracking number is automatically attached to the item, and eBay does offer some USPS discounts. Here are the details of the insurance included with Priority Mail: https://www.usps.com/ship/compare-domestic-services.htm

eBay top rated sellers get $100 of insurance included when they buy their priority shipping via eBay.

 

[kiki02]

eBay top rated sellers get $100 of insurance included when they buy their priority shipping via eBay.

I don't know anyone who likes ebay now or even uses them to sell. Just too many issues, unfair, no help and they're not nice to sellers.