You never know. Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. That's so strange you've had so many of those. Replacement carriers are supposed to be trained to do that job. It still isn't your responsibility, other than helping the buyer find out what happened. That is the stock excuse the PO uses frequently for not doing their job. Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). No more interest or desire selling on this platform anymore. It was delivered August 5th. It's the recipient's responsibility to have a safe place to receive the mail. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. I have this happen at least once a week if not more. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. They will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. Require a signature. If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. @DevaOriginalJewelry  "SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." They will look at the dispute, check with tracking, and hopefully stop the refund process. Thanks. The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. Tracking however shows the item was delivered to the address provided. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. OP already said that the numbers are showing the item has been delivered What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. I’ve had complaints opened and closed etc. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. I sold a DVD on august 3rd. Here is a screenshot of the tracking information. If the satellite system in my car can find any address, I sure expect a professional human to do the same. It was sitting in the back. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." I had a package that was delivered to the wrong house. Buyer error. If you purchased an item on eBay and the shipment hasn't arrived, there are the steps you can take to try and track it down or ask to get your money back. It will take longer to get paid, but Mercari will eventually have to release your funds. I have never had this happen. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. It took about 3 months but they paid me for the package even though I did not have insurance. Any ideas on how to handle this? If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? Someone else in her household may have bought and received it. Items get stolen off peoples porches, items are mis delivered, etc. I insure now. Customer also confirmed shipping address was correct. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? That might stop a lot of the further steps, at least for the honest buyers. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. Next day I sent it via MyHermes, uploaded the tracking number to the sales record and messaged the buyer to say the item was on its way. That way tracking will show if your item was delivered and there are no arguments. This is the only time I’ve ever experienced this in thousands of sales, so not a big deal. Buyer opens a case. Nothing more to do at this point but wait. Great. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. Which is ridiculous! Buyer escalates to claim Very briefly the story. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. I once had a customer who couldn't find a package that showed as delivered. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? Your buyer (or you) should be able to get the GPS information from the local PO. I conveyed this to buyer and eBay, but they still refunded the buyer. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. I am so fed up with ebay. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. Order was shipped via Click and Drop, 5th December. They should contact their local PO. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. 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. EBay is complicit in ripping off their sellers. Press question mark to learn the rest of the keyboard shortcuts. Let’s see if buyer blinks. Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. 2. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. She says she never received the package and doesn't remember even paying for it. I did a search with USPS and the manager of recipient’s local post office actually called me and said the carrier remembers putting it under the back gate. Hey I'm dealing with the same stuff right now. 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. It was delivered August 5th. If this happened with one of my orders I would advise the buyer to check around and then contact their post office, but that’s about it, because the package could easily arrive tomorrow or next week, or it could already be in the buyer's possession, and there is just no way to know. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. EBay sided with the seller despite 6 other buyers making the same claim. Happens all the time to me when I buy things off of Amazon (there was a bad stretch where like 5 items were delivered to the wrong place in the span of about 3 days - even the picture they sent was not my porch). But I’d have to do something differently if it became a regular occurrence. Sold a video game, says delivered "left with individual". I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. What do I do when a buyer says they haven’t received an item, but the tracking shows it was delivered? Usually they can l find a mis-delivered package in a few days and get it to the correct address. Suggested the buyer go to her local PO and ask about it. I really feel this could be a scam. 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. 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