Buyer claim they did not get their package even though tracking says it was delivered
This is refreshing. Just had a non delivery claim on ebay even though tracking from usps shows it was delivered. Customer made a claim and ebay stated that
"We reviewed this case and have closed it without any refund to the buyer.
The case will not affect your seller performance. Any feedback left for this transaction will be removed.
We received tracking information that shows the item was delivered to the buyer's address."
It is nice to see a platform that actualy trust its' sellers and stands by what tracking says. Why does amazon require tracking yet they do not stand by what tracking shows?
52 replies
Seller_Qbd0RsfZFEZBY
The same reason why Amazon is a 1.37 trilloin dollar company and Ebay is a 22 billion dollar company.
Because Amazon prioritizes the customer
Seller_zc50DVO3FE5fz
They do if you use Amazon's Buy Shipping.
Seller_VLGE6NHcAI3ls
Powered_by_AMZ is correct. The customer is always first. It really doesn't matter what a buyer says and Amazon doesn't even require buyers to prove anything. Thus makes it a broken system unfortunately and a lot of buyers will take advantage. Best thing you can do is work with customer, get replacement or issue a refund. Without any of those actions 99% of the time an A-Z claim will be opened and approved almost immediately hurting your ODR. The only way that you can protect yourself is include a sig confirmation.
Seller_RSQuhWLLYCSza
It is possible it was scanned incorrectly at facility as delivered, its possible someone stole it, it's possible it went to neighbors house, it's possible postal employee kept it, a lot of things are possible, yes we as sellers dont like it but because customer states they never received does not = customer is lying. i find 99 to 1 that there are less scammers on ebay vs. amazon and we have our pricing adjusted accordingly.
sorry this happened but thats what happens sometimes when you sell online and rely on third party to deliver your goods.
Seller_9Hr9qbRYDMSts
Just a heads up if you're using USPS. Every year I go through this and never beleived it until it happened to me personally. USPS will show the parcel delivered a day before it is actually delivered. My guess is so they remain a preferred carrier. I just couldn't beleive that, being it was USPS, but sure enough, I had an item marked as delivered with a time and everything, only to get it the next day. Happened once with UPS, but it is consistent with USPS. I've had two in the last two weeks. I always tell them to give it a day before they panic.
Seller_xChY9wAo7PTVr
If you buy shipping through Amazon, lost or wrongly delivered packages will be covered through Amazon’s A-Z claims.
I had quite a few lately. I just point the customer that direction and none have affected my performance.
Seller_R2dP7Hunjcdj0
Just an F.Y.I. for ALL of you who believe that EVERY INR Claim is made by a Bad Actor committing Fraud:
The really IS such a thing as "Porch-Pirates" who follow delivery vehicles and then steal packages from after delivery when left at the front of the residence.
There is AMPLE evidence for this happening, all over the country. You can see it for yourself on Youtube, so you can't say it doesn't exist.
When this happens, the tracking clearly shows as "Delivered", but CLEARLY the Buyer NEVER got it, and Amazon ONLY considers it Delivered IF the Buyer actually RECEIVES the package.
So IF we can all agree that "Porch-Pirates" ARE a real thing, then by definition, it is at least POSSIBLE that SOME claims of INR are actually legitimate, as the Buyer did NOT receive their package because it was stolen before they could get to it.
So, can we NOW all agree that IF there are "Porch-Pirates", then at least SOME of the Buyers claiming INR are CORRECT, and require compensation.
They are not ALL "Cheaters" committing Fraud upon you. This is not Amazon "Scamming" you because they don't care. This is Amazon PROTECTING their Buyers from having their packages stolen before they can receive them, and providing protections to Sellers when this occurs.
And THAT is why it pays to purchase postage using Amazon Buy Shipping and make SURE the packages are scanned by the carrier BEFORE the end of the Ship-By window. Then you are protected EVEN IF the package is stolen from the Buyer's front porch, and for ALL "Problems with Delivery".
And I have a personal story where the 'Bay allowed a Buyer to steal 2 heavy lead figures (in a box) from us and return us broken CD cases in a mailer envelope. I had ALL photographic evidence, physical evidence and email communications on MY side to prove I was right, and yet EBAY gave them a Full Refund AND let them keep the product. When I escalated to a Supervisor and provided them with all of the evidence, they told me that EBAY will ALWAYS side with the Buyer IF the Buyer complains enough.
And I immediately STOPPED Selling on Ebay!
So much for your claim that EBAY
In MY case at least, they did NOT.
Seller_ygcjnXMvC7GA2
This why we moved 99% our business to Ebay. beside a lot of none seance Amazon laws.
Seller_Etedb4FUvUJhq
Yes this sucks, but it is also a known quantity, and one which you can price in. Also, if you use use Amazon's "buy shipping" and the package tracks as delivered, as long as you follow the customer service guidelines, Amazon will refund the customer but let you keep the money. Everybody always wants to complain about this, but its inevitable in online sales. Even if you had a brick and mortar, you would still have shrink, and the infrastructure would cost you substantially more. Also you could pay to have everything sent "signature required" but that would cost you more than eating the random refund.
Seller_J1Rj1vXdl0KeD
I just have least potential a 96 dollars of sale because the customer claimed it was damage and amazon just refunded just like that. above a certain amount I will require a signature on delivery like you advise. it hurts so much when you are just getting started and don't have big margins to absorb those hits
