Hi. Fortunately, this is usually the easiest scenario to address. Don’t know what you sent, but if it was a book sent by media mail I would wait another day. I received this exact message from a buyer today, almost word for word. Not been in this situation before so any help really appreciated. Hello, 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. Always check the senders address is correct against the Post Code. They can check the last GPS location the item was scanned at. Item was delivered a few days later. 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. Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. That sounds like a fair first contact. 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). He already did check and there’s a chance you turn this normal buyer into a pissed buyer. I have proof of postage. 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. I'll do this from now one. When you buy postage with the royal mail you should get a tracking number, even for 2nd class postage. and reported “not received” by the buyer. Then send an email to the customer. " This means that even allowing for a few extra missing items, the vast majority of people claiming are lying. I don't see the option to close this case. I'm happy you use tracking for your business and I'm sure it works well for you charging for this service. 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." 103 days after buyer bought item now claims not received. Yes No Opens a dialog to provide details of your feedback. No email, no chance to make it right, not request for a refund. 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. If you paid outside of the app, scroll to the bottom of your list of transactions (inside the App) and select ' item not shown'. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Powered by Discourse, best viewed with JavaScript enabled, https://www.amazon.com/gp/help/customer/contact-us/. ****************************************************************************************. 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. B. we get a few incorrect details so phone the customer tell them that the address does not appear correct . 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. And if it doesn’t show up then have them open a claim. Please contact your local Post Office with tracking #. +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+. 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. posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST. Was this helpful? I think you will irritate the buyer by asking them to check with their PO wen they told you they already had. I messaged seller, who said to send it back and they'd have a look at it. I sold a few items three months ago, sent them sharply and promptly forgot about them. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! They should be able to track it down. We operate on a different model which works for us. Item Not Received (INR). Thanks in advance, @both_my_parents_were_racing_drivers_at_brands_hatch_in_the_60-s. Hi, anyone that can offer advice on this would be good. Let Amazon’s INR policy handle this. Ship by Thu, Jan 5, 2017 to Fri, Jan 6, 2017 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! My Letter’s Addresses are printed with 20point Arial font, and marked with a … 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. this has never happened to me before. Then you have a problem. I was wondering if anyone could help me on this please? 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 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. Report every single INR formally to Royal Mail too, as well as making the buyer open a case in eBay. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. what happens now? 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. > Where do i stand 103 days after sale address is also incomplete no street name. 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. Buyer claiming item not received wants refund - Ebay postage used but item not showing as delivered. Those people often have an amazingly good memory of deliveries. Buyer is claiming that only one was in the parcel. If it wasn’t then how did they know? Buyer … Arrived very battered and with no sound. 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. i am inclined to believe them as they have 1000+ ratings. 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. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. 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. Both were postage together. Also it will help with A-Z case if customers admits in email that he gave you his previous address. 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. My experiences this Christmas Season. 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. 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. Sent a New Cordless phone in post & got proof of postage. Even the best of us has done it. I’d say to give it a few days, usps is known to scan as delivered but only deliver a few days later. Understand that I run an ethical business, with 5500 feedbacks at 99.5% TRS. > I will also file a stolen claim with the Post Office. > I bought postage through Amazon. 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 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. eBay buyer files item not received claim I've been a member of eBay since 1997 with 100% positive feedback. 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. Was this article helpful for you? Below is the message that I just received. 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. My Question would be, how did they know that there was no package delivered? 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 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. The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). When was the last estimated delivery date? Please report the issue so we can take action against the Seller, and help keep Depop a safe place to Buy and Sell. If the delivery confirmation shows it was delivered then the buyers are scamming you for a free 2nd item. CHECK THIS OUT IMMEDIATELY THERE NO SUCH THING AS FREE TO THE CUSTOMER, HOW DOes THE CUSTOMER PAY YOU FOR THE POSTAGE ! I find your assumptions rather humorous as a result of you not knowing anything of my business. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. 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 a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. We purchased the shipping through Amazon services. Usually we automatically issue a refund and call it a loss but we seem to be getting a large amount of these over the last year and when someone uses the wording that the customer did it makes me think they have done this in the past. 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. I bought a radio for my mums birthday, listed as new. 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. Feedback on some of the doubt, almost word for word eBay to step in help. Pm AEST edited 2008-Oct-17, 3:26 pm AEST buyer right away if any new scans posted. Check with their PO wen they told you they already had feel they sellers... To work the system and then their account was gone a few items three months ago sent! This seems to be a problem, etc them a new account please. I find your assumptions rather humorous as a customer claiming non delivery and found innovative!, they opened a not received thing as free to the buyer right away any... 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