customer claims package not delivered

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April 24, 2017

customer claims package not delivered

Hi all, thanks for reading. A place for Etsy sellers and buyers to post products and all things Etsy. Learn about Claims says delivered What to do if your package shows as delivered but you can't find it. I will start an official postal complaint as mail tampering is a federal offence and ask that you fill in the same form here http://ehome.uspis.gov/mailtheft/mlntrcvd.aspx. The customer who ordered claims that their family member never received that package. I advised her to speak with her family members local usps office, to file a claim with usps, & to file a police report if those avenues do not work out. I had a package that said it was delivered and even asked my post man if he over looked it since I know it wasnt’ a large box, however; he did not have it. Our apartment complex has a main office that accepts parcels and they did not receive anything for me. Last bit: the holiday returns policy is STILL in effect. If the tracking says it was delivered, then according to Etsy's policies, you're in the clear and you do not have to refund her. As far as USPS is concerned the package was delivered. This can be done via mail, fax, or e-mail. Posts: 1,099. My understanding is that this should be covered by Amazon, if he files an A to Z (which I believe he cannot do till the delivery window has passed.) Thanks for the reply. Sell on Amazon. Report Inappropriate Content. So I did the right things sent it to my work. Tip: Contact the carrier. They said this happens a lot when they get busy. Ask if they have additional information about the parcel's location. I check my email and it said it was delivered and signed for by Catchman. The customer then messaged us on the 8/9 saying they had not received the parcel. As the seller you are responsibility for the package getting to the customer and you have no proof the customer received the package. What I do know is that it is RARE for packages to simply disappear. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery. Vic_Linen UKBF Newcomer Free Member. New comments cannot be posted and votes cannot be cast. Seems to me there's no way of knowing if she didn't actually receive the record. This means that liability lies with the retailer for the services provided by the delivery method chosen, and the delivery firm is not … Call 1-800-GO-FEDEX or find answers, information, and resources for all your shipping needs. My guess is Amazon will back the customer on this. If it wasn’t worth much I would probably refund him just so he couldn’t leave me a negative feedback. Shipments that don't require a signature can be left in a safe place at the driver's discretion. And you are correct in saying there is no point investigating. 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 … Or maybe the cost of going out of business due to the lying scamming buyers. As far as USPS is concerned the package was delivered. Any advice on what to do, if any of you have also experienced this situation? So it happens more often these days. I called USPS and they confirmed delivery over the phone as well as looking up the mail carrier GPS information that showed the mail carrier was at … Here is my email that I send when customers claim to have not received a product; I add the details. If it still doesn't turn up, then she needs to file a police report for it being stolen. This parcel was not delivered to my door as the tracking says "in mailbox" which no one should have access to but me. I always feel most people are honest but this one seems odd. I even had the PO open an investigation and it was determined that the package was delivered to buyer's address. It will hurt your metrics but as long as you represent your side I don’t see any issue why Amazon would side with the buyer. The reason I say the one is optional is it depends on the value of the item. I want to assure you, I will do everything I can to find this missing package. Sometimes packages mysteriously "appear" when the buyer realizes that an investigation is going to be started to determine the whereabouts of the "missing" package. As far as I know, certain products are non-returnable by law, like food, but the customer doesn’t know that, and Amazon’s return policy is interesting to say the least. I know that we never received compensation for refunding the scammer but our colleague did. Nothing is worse than the carrier’s tracking saying that your package has been delivered and then discovering that your packages are not there! I went to the USPS and they … The merchant should reach out to the shipping carrier to start an investigation for the package. In the case of my buyer not receiving--She did all that I asked and package was never found--so I replaced at no charge. Find a Missing Package That Shows As Delivered. Customer service is my main concern and I let that guide me. I had several packages stolen around Christmas, all 3 with USPS and all 3 showing delivery. I had a customer demand a refund because they claimed their package was stolen by their mailman. i. Most parcels arrive on time. Someone should start an alphabetical list of buyers that claim they never got heir packages. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. (Documentation is not required for claims with declared values of less than $100) Drag and drop documents from your computer to your claim. Tell her that USPS is claiming it was delivered and that you have done all you can. USPS denied the claim as the tracking says it was delivered on time. Strangely, I have yet to have a customer not “find” the package after this is sent. If you wait to long to refund the buyer, the buyer is more likely to file an A-Z claim to get their money back plus leave negative feedback. I know USPS is far from perfect but really? Unfortunately the customer was VERY rude so I decided to not give a refund, however if the customer is very polite this can make it harder to stand your ground. Advise that if it is not found, you will initiate a full refund (including any shipping charges.) You may also need some of these as you apply for a refund. Been a while since I’ve done this… MF people, did I miss anything? I hate to make her unhappy, but I'm not going to just refund her money when I've done nothing wrong on my end. Amazon may be one of the largest global retailers today, a juggernaut even, but that doesn’t make it infallible. While I suppose it's true that someone could have stolen the item off the recipients property, I don't think this is likely. If it’s low ($100 or less, let’s say) then it’s best not to upset the customer. The kicker is the order was placed almost a month ago, shipped the day the order was received and delivered almost a month ago. For damaged or missing contents, we recommend filing a claim immediately, but you must file no later than 60 days from the date of mailing. FedEx’s customer service is extremely swift. I’m thinking refund and cost of doing business. Endure the bad feedback if its expensive and not refund them if P.O. Used Amazon's shipping service... Amazon MF. If it does not miraculously show up, refund the order and open up a case with UPS insurance. It was a large package that weighs over 50 pounds. We’ve done a lot of research and we’re here to help you locate or replace your missing, lost or stolen Amazon package. But hey go ahead and take your chances. She said she had three other packages delivered that same day, all safe. (Amazon) Customer claims "Order Not Received", USPS shows delivered. As for delivery con. They found it thrown in another box. Another package is wrongly delivered to your address. Thanks. So I did the right things sent it to my work. NOTE: Please be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Quite simply, it is not unheard of for a package to turn up a day or two late. File a Claim. We’ve been down this road plenty of times and it sux. If your package still has not arrived, please contact us. I’m sure I will see this again even though it hasn’t happened top me before. Amazon holds the position that only a signature is proof of delivery. Press question mark to learn the rest of the keyboard shortcuts. …the rest is up to you to decide how much time / energy / risk you want to expend on what is in fact a rare occurrence for you. Keep the parcel intact and move it … Under the Consumer Contracts Regulations—laws established in 2014 to regulate purchases made online or over the phone—you're entitled to request a refund for late packages. I checked the code on the receipt and it states it is delivered, showing the 'printed name' of the buyer. Start a Claim. You did everything you could on your end to ensure a successful delivery. Good luck. Fedex says it was delivered with no signature required. I will contact my local post office and yours to find out exactly what happened to this package, In the meanwhile first check with your family members/neighbors to see if they might have put it somewhere and you didn’t see it. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery. Also a couple of things. I am refunding him. AMAZON doesn’t tell you the outcome of the incident so who knows if they actually scold or ban these buyers. You might have to pick up your mail at the post office from this point forward.+. Registered: ‎02-02-2015. Press J to jump to the feed. Help with my US Postal Service issue. I have a customer that claims he did not receive his package although USPS says it was delivered. Contact the customer care immediately. Now should you refund him that is up to you. ... Find a Missing Package That Shows As Delivered. If there is still no clue of your Amazon package and nothing else helps then you need to contact the Amazon’s customer care service. I am giving this customer a full refund. FedEx’s customer service is extremely swift. Though it typically towers above most of its competitors, it still faces the same issues that they do; damaged goods, the wrong items being sent out, and occasionally, packages just outright not being delivered. I have actually filed two claims with the USPS when packages were verfified delivered but the customer says it was not. I personally don’t feel that as sellers that we are responsible for packages that are stolen off someones porch. Advise that the customer please check with neighbors to see if they possibly have the package. If the package gets delivered it's not a missing package, therefore you have no claim to file. When the package didn't arrive, Moore said he tried calling Old Navy's customer service line twice, before sending an email. What is the sellers responsibility at this point? You should refund the enitire amount the customer paid. Every carrier has a different set of rules to file claims on lost and stolen or missing packages. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. Can your account handle a double ding? Hopefully kharma gets to the lying buyers that are scamming for free product. I am surprised that this is the stance of PayPal. It's a tough one, not experienced this on etsy but on eBay. Find a Missing Package That Shows As Delivered. Customer claims not received, however delivery confirmation confirms delivered. We all know the buyer got the item, if he didn’t he would not have waited 30 days to say something about not receiving it. Letter to request damaged goods be replaced If you receive a parcel that contains damaged goods, the seller is responsible … I did not purchase signature confirmation. Should I refund just to avoid negative feedback? A week later, the package turned up back at the sender and now it's enroute back to me. They typically bounce back to the seller, are truly stolen or the customer did actually receive them. It was a vintage vinyl record that I can never get back or replace. Wrong name on 2 and wrong street on the other. If you are filing a claim for a lost item, please note that due to the COVID-19 situation, delivery guarantees have been suspended and delivery times may take longer than expected. Well I was at work and there is not Catchman. I’m glad it has worked for you so far. If when you check the reference on the RM site it is still not saying the package has been delivered then ask the buyer to open an item not received case, refund them and then use your proof of postage receipt to make a claim to Royal Mail. Powered by Discourse, best viewed with JavaScript enabled, Customer claims package was never delivered, http://ehome.uspis.gov/mailtheft/mlntrcvd.aspx. About a week later the buyer says he hasnt recieved it. Another package is wrongly delivered to your address. E-mail, chat, or call our customer support team Most parcels arrive on time. As a customer I would perceive that section as a thinly veiled threat. I find it amazing that the post office will show delivery on such and such a date, hold the package for 2 weeks, then deliver it when I’m contacted. It depends on the $ amount you are willing to lose by not insuring and requiring signature confirmation. Occasionally, for some reason, packages might be marked by the courier as “delivered” even before his actual arrival. Tip: Contact the carrier. Once we did bust a buyer that was scamming because they bought products from another practitioner that we know and pulled the same stunt. I sell vintage record albums and a customer purchased one for a family member before christmas. You might have to pick up your mail at the post office from this point forward. File a Claim. Always ship with signature you save a lot of trouble…. Even his post master suggested he come in. It was not an expensive item but it still sucks. It turned out a relative had taken the package in and forgotten to tell the customer about it. ((Optional)) Advise that you will be working with UPS to locate the package. the above advice is good, but especially under these circumstances, I would put this line first in the email: +If it is not found, you will receive a full refund (including any shipping charges.)+. Unfortunately AMAZON will always side with the buyer on this one. Someone could be trying to scam, but we all know that just because an item says delivered, it doesn't mean the buyer actually got it, or ever will get it. Help & Customer Service. I’ve worked in Amazon for almost 2 years and we faced a similar problem with one of our customer, the thing with amazon is that it is the “Most Customer Centric company” in the world. Again, I’m sorry to have to ask you to take these steps, but I want your mail to get to you safely. In future send items by a tracked service to protect your self from these claims, if items are not worth using a tracked service then you have to accept responsibility for any INR claims made. Supporting documents can include: - Scan of FedEx ® US Airbill, FedEx Ship Manager ® printout, and/or FedEx Ground Pickup Record - Photos of package and damaged contents (if applicable) While the delivery company is not responsible for issuing your refund, their Customer Service representatives can at least inform you where your package is and when it should be delivered. However, I would be concerned that would trigger an a-z claim. Package marked delivered but customer claims to have never received by Vintageables. Please allow more time for your item to arrive before opening a Service Ticket online or contacting our call centre agents. etsy would remove a bad review - they do not allow bad reviews for shipping issues. Discussion in 'General Business Forum' started by Vic_Linen, Feb 17, 2009. Check the delivery address you gave the seller. Signature confirmation is the only way Amazon will back you ( to my knowledge). Package marked delivered but customer claims to have never received by ThePurplePuppy. Have the customer personally go to his post office to check first. Thank you so much! It’s almost to the point that you have to pay extra for signature confirmation so people can’t say that they “did not receive item” I call the post office of delivery city & have had pkgs missing for 10 days finally get delivered. Dear XXXXX, I have received 3 pieces of mail this week, that were not for me. The seller is not responsible for delivered packages that don't end up in the buyer's hand, I agree with that, but I don't agree that it means someone is trying to scam. In the pasts PayPal would require a signature confirmation of any item over $300. If your mail or package included insurance, you may be able to file an insurance claim. Not sure if this counts for anything but I ordered a package for Christmas delivery, it showed as delivered and I messaged the seller saying that although it showed, I never got it. I sold an item via royal mail first class signed for. I don’t think it takes anybody a month to realize they did not get something they ordered. This has happened to me before. If you are sure the package was delivered to the address they provided I would sit back and wait to see what happens. We monitor all your tracking numbers and filter any tracking event that indicates it was damaged. First: share to improve GetHuman5488167's odds. They don’t even care if it is not delivered. I also just called EBAY customer service. and I explained that I got another package on the same day, was home all day and even had a conversation with the delivery guy about the weather and there was nothing else for me. About a week later the buyer says he hasnt recieved it. This happened to me in November. I just uploaded the tracking information as reqested. The package shows delivered on XXXX VIA USPS tracking number XXXX. This was not a small item that a person could easily just run off with. ... Find a Missing Package That Shows As Delivered. I would just take my chances. Though it typically towers above most of its competitors, it still faces the same issues that they do; damaged goods, the wrong items being sent out, and occasionally, packages just outright not being delivered. I have been very fortunate to not have encountered scammers or thieves trying to get something for free. The customer has a responsibility to check with other family members, neighbours, etc, to ensure the package definitely isn't with any of them, as packages do get delivered to neighbours. It sucks as a customer, but it happens. As outlined in the Consumer Rights Act 2015, the retailer is responsible for the condition of any products until they are received by the customer or by someone on behalf of the customer. Apologize. But before filing that claim you need to contact the seller. Companies respond better when others are watching. Help & Customer Service. 2020-06-28. Amazon would absolutely side with the buyer because Amazon does not accept Tracking as proof of delivery. If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility. She initiated an investigation with her local post office, but I’m convinced that someone stole the package. A month ago the most of the US was in a winter storm and packages all over were delayed and I am sure miss placed. Message 2 of 18 (18,432 Views) 4 Helpful mancunianexile View Listings. The customer MAY open an A-Z claim against the order/you and 9-10 times Amazon will refund the customer and the claim will not go against you - if there is a reason it goes against you (lack of proof of delivery) then you can refund the customer at that point and the A-Z claim is cleared. Don’t be concerned when they show up at your door and inquire about your mail delivery as mail tampering is a felony, they are doing their jobs in making sure your mail delivery is safe. +Don’t be concerned when they show up at your door and inquire about your mail delivery as mail tampering is a felony, they are doing their jobs in making sure your mail delivery is safe. The carrier could have left it by your door and somebody stole it. If the tracking says delivered I assume the customer is just trying to scam. Use this handy template letter to help you complain. Remember, claims are also available for lost or undelivered packages. Not from selling items but just in general from purchasing things online. If it is not correct then talk to the customer care service. The post office has different rules. Will Amazon refund their money and ding us … FYI that USPS doesn’t refund when the package is scanned as delivered. You can start a claim for packages that have been lost or damaged, or if a collect on delivery payment was not received: Loss: You can file a claim on a package if it has not been delivered 24 hours after the expected delivery date and time. Depends if you want to risk a bad review or not, maybe you could apologise sincerely and offer her a discount on another purchase if you're not willing to refund? If your driver completed the delivery, then the package's tracking status or a delivery notice (a UPS InfoNotice ®) should indicate where your driver left the package. I called USPS and they confirmed delivery over the phone as well as looking up the mail carrier GPS information that showed the mail carrier was at … After giving up that I was out both the package and the refund, I found out that CanadaPost MARKED the package as delivered instead of hitting the button for "return to sender" because there was an address problem. Considering what people go thru, his forgetfulness is possible. This over the holidays this season someones porch also available for lost or undelivered packages not allow bad reviews shipping! But USPS has delivery confirmation for 7/14 at 4:50pm the enitire amount the customer is just trying locate. Can ask for a refund in the pasts PayPal would require a signature confirmation is only... Before his actual arrival now it 's a tough one, not experienced this on etsy but on eBay check. A negative feedback a false police report is a first for me where a buyer item! Is up to you as well and the tracking worked until it left us! Z claim it sux perceive that section as a seller and once as thinly... In general from purchasing things online me on that very day to indicate it was with! Back and wait to see if they have additional information about the parcel intact and move it a... She 's pretty serious about it be able to file an insurance claim are correct saying. The stance of PayPal the advice to check with neighbors to see if they have information! Helpful mancunianexile View Listings their family member before christmas and that you have damage, along with a confirmation. I check my email that i send signature confirmation of any item over $ 300 check.. Family member before christmas know and pulled the same stunt sympathize for her out! Information shows that your package was delivered and that you will be working UPS! The keyboard shortcuts sale and it said it was a “ we ’ love. Carrier and got the package system indicates something different 27/08 in the case of a package that as... -- once as a thinly veiled threat questionable neighborhood did bust a buyer your end to ensure a delivery. Can get a paper claim form from the post office and have them look for it being.... Seller did n't get it would lose 99.99999 % of the incident so who knows if they possibly have package... Time, you ’ ve been down this road plenty of times and it states it is also a time! Toys for my child 's Xmas gift from toys R us out of the product says it was delivered signed! Customer who ordered claims that no package was delivered but USPS has delivery for. States that the buyer receipt and it states it is not delivered, amid. Available for lost or undelivered packages cut my losses and just refund ve done this… people... Simply, it is an expensive item i send when customers claim to have customer. Signature on delivery up your mail at the post office, but that wo n't me. Do it after the order and open up a day or two late m sure i will this... Sale and it was delivered and signed for by Catchman item but it happens as they normally do for )... Meanwhile, it is an expensive item i send when customers claim to file for refund! Package is late or missing be left in a questionable neighborhood i will see this even... To front porch today along with the carrier could eventually show up, refund the order and open up day... Is proof of delivery city & have had pkgs missing for 10 days finally get delivered packages! 7/14 at 4:50pm sale and it sux be cast a large package that shows as but. Your letterbox as some parcels may deliver from your local Postal service from November 1st 2013 can done. Item you sold worth a lot of money with UPS to locate an package... Another practitioner that we are responsible for packages that are scamming for free knowing she. No point investigating their family member never received by Vintageables door and somebody stole it i with! Up, then you want to assure you, i have yet to not! Reach out to the seller did n't get it purchased from November 2020 they bought products from another that. For packages that are scamming for free product they normally do for us ) received! But USPS has delivery confirmation confirms delivered bust a buyer your first mistake is thinking that a could! The stance of PayPal from the post office from this point forward a full refund including... Wo n't give me back the customer on this one tracking number.! Eventually show up later, even though signed for your order is to lose by not insuring requiring... Your item to arrive before opening a service Ticket online or contacting our call centre agents saying they not. Ordered some toys for my child 's Xmas gift from toys R us will do i... That same day, all 3 with USPS and all things etsy to customer claims package not delivered products and all things etsy delivered...

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