My guess is Amazon will back the customer on this. You claim would be denied. Strength in numbers! But hey go ahead and take your chances. Anything purchased from November 1st 2013 can be returned up through January 31st. File a Claim. However, if tracking states that the item was delivered then far as I'm aware you're under no obligation to refund. The kicker is the order was placed almost a month ago, shipped the day the order was received and delivered almost a month ago. Powered by Discourse, best viewed with JavaScript enabled, Customer claims package was never delivered, http://ehome.uspis.gov/mailtheft/mlntrcvd.aspx. I ordered and Apple watch on sale and it was sent by Fedex. Tip: Contact the carrier. In the pasts PayPal would require a signature confirmation of any item over $300. Learn about Claims Quite simply, it is not unheard of for a package to turn up a day or two late. 2. Should I refund just to avoid negative feedback? FedEx’s customer service is extremely swift. A customer bought £45 of products from us on the 24/08. I felt horrible and could tell that the seller thought I was lying for a refund. 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. 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. This has happened to me 2x--once as a seller and once as a buyer. She said she had three other packages delivered that same day, all safe. Package marked delivered but customer claims to have never received by Vintageables. i. In case the tracking number shows that the product has been delivered and the customer still files a complaint about the package being lost, then it will have to be treated as a stolen package. Why? However, I would be concerned that would trigger an a-z claim. What to do if your package shows as delivered but you can't find it. I’m glad it has worked for you so far. So it happens more often these days. You can also check in your letterbox as some parcels may deliver from your local postal service. Can your account handle a double ding? Have the customer personally go to his post office to check first. Another package is wrongly delivered to your address. Seems to me there's no way of knowing if she didn't actually receive the record. 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. Check the delivery address you gave the seller. E-mail, chat, or call our customer support team ((Optional)) Advise that you will be working with UPS to locate the package. This has happened to me before. 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. If your order hasn't been delivered in time, you should demand that the retailer take action. We’ve been down this road plenty of times and it sux. Hello, in Aug I had a buyer message me about their package not being delivered but they were showing on tracking that the package was delivered and on time, in fact even early. Well I was at work and there is not Catchman. Thank you so much! 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.)+. 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. What I do know is that it is RARE for packages to simply disappear. What to do if your package shows as delivered but you can't find it. It was a vintage vinyl record that I can never get back or replace. 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. Advise that if it is not found, you will initiate a full refund (including any shipping charges.) Wrong name on 2 and wrong street on the other. …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. 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. That is unless you have damage, along with a photo of the package that is damaged. They typically bounce back to the seller, are truly stolen or the customer did actually receive them. (Amazon) Customer claims "Order Not Received", USPS shows delivered. I even had the PO open an investigation and it was determined that the package was delivered to buyer's address. The seller didn't believe that I didn't get it, said to check with family, etc. Tip: Contact the carrier. I ended up eating the sale, because it’s my responsibility to make sure it gets there. ... Find a Missing Package That Shows As Delivered. I am surprised that this is the stance of PayPal. If your mail or package included insurance, you may be able to file an insurance claim. About a week later the buyer says he hasnt recieved it. They said this happens a lot when they get busy. I am giving this customer a full refund. For damaged packages, you must file your claim within 21 days of delivery. There really is not much you can do. Called Fedex, ran a trace, they say the package was delivered at the correct address. Customer claims not received, however delivery confirmation confirms delivered. 99% of "lost package" issues are resolved by customers actually checking with their neighbours, despite how frustratingly unwilling they are to actually do so. While I suppose it's true that someone could have stolen the item off the recipients property, I don't think this is likely. Registered: ‎02-02-2015. Report Inappropriate Content. ‘Frustrating’: Old Navy customers say packages not delivered, missing amid COVID-19 Hannah Jackson. Also, the customer may not have realized they are missing a package until they either got the “We’d love your feedback!” notice or checked their orders. This means that liability lies with the retailer for the services provided by the delivery method chosen, and the delivery firm is not … 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’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. 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. Claim denied. Again, I’m sorry to have to ask you to take these steps, but I want your mail to get to you safely. But before filing that claim you need to contact the seller. I dealt with this over the holidays this season. 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 several packages stolen around Christmas, all 3 with USPS and all 3 showing delivery. USPS should be able to look up exactly where it was delivered with GPS coordinates. Thanks. If it was worth a lot of money I would not refund him. We sent them via myHermes and required a signature on delivery. First: share to improve GetHuman5488167's odds. Most parcels arrive on time. Amazon may be one of the largest global retailers today, a juggernaut even, but that doesn’t make it infallible. I had a customer demand a refund because they claimed their package was stolen by their mailman. They also were probably marked delivered. I check my email and it said it was delivered and signed for by Catchman. You may also need some of these as you apply for a refund. 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. It is also a busy time for the PO and easier for mistakes. etsy would remove a bad review - they do not allow bad reviews for shipping issues. I'm going with this route. This is a much better idea than threatening your buyer and telling them their mail will no longer be delivered to their house. However, if she is telling the truth I do sympathize for her being out of the money on this. This happens to me all the time… They actually find it in apt managers office or a next door neighbors… once you send the customer a copy of the tracking and ask them if they live in apt or condo complex they usually check with site managers and find it. Keep the parcel intact and move it to a safe place. Here’s how you can prevent package theft. 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. Posts: 1,099. The tracking status says delivered, and you did not accept the package. Ask if they have additional information about the parcel's location. I refunded that customer the total amount immediately but the package didn’t come back to me for 3 weeks. 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. My guess is that he is trying to beat the “no return” policy on this item(personal healthcare item) or the 30 day return policy. If your mail or package included insurance, you may be able to file an insurance claim. This happened to me in November. It's a tough one, not experienced this on etsy but on eBay. 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) FYI that USPS doesn’t refund when the package is scanned as delivered. Orders shipped with signature confirmation tracking—tracking shows delivery and customer claims item not received: If the name on the signature confirmation matches the customer’s, he/she will not be granted a refund or reshipment of the order. If it wasn’t worth much I would probably refund him just so he couldn’t leave me a negative feedback. There is nothing the Post office can do for you on this end since all they will do is look up the tracking number and see that is says delivered. Use this handy template letter to help you complain. I guess he isn't interested in that. The Tracking number of the package; The Purchase receipt of the package; Your Photo ID; You can request a refund online by signing into your USPS account. I initiate a search & then refund, if it is an expensive item I send signature confirmation. 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. I want to assure you, I will do everything I can to find this missing package. Options. The seller would lose 99.99999% of the time. The only thing he can do is open an A to Z claim. As a customer I would perceive that section as a thinly veiled threat. Occasionally though, the tracking may show as "delivered" when you don't have your parcel. If it’s considerably higher, then you want to know where it went. The carrier could have accidently delivered the package to the wrong address and marked it delivered. I sold an item via royal mail first class signed for. Considering what people go thru, his forgetfulness is possible. Press question mark to learn the rest of the keyboard shortcuts. I know that we never received compensation for refunding the scammer but our colleague did. There are incidents like you were waiting for the package to get delivered- but you receive somebody else package. The merchant should reach out to the shipping carrier to start an investigation for the package. Companies respond better when others are watching. 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. Vic_Linen UKBF Newcomer Free Member. The package shows delivered on XXXX VIA USPS tracking number XXXX. If the tracking says delivered I assume the customer is just trying to scam. He just realized now that he didn’t receive his package? Shipments that don't require a signature can be left in a safe place at the driver's discretion. What is the sellers responsibility at this point? Fedex says it was delivered with no signature required. 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