Former_Member
Not applicable

HELP! Buyer claiming Non Delivery- I have delivery confirmation

Hi there!

A little help please. I have a customer who claims their order was not delivered... but I have delivery confirmation from USPS that the package was successfully delivered. The customer has opened a case. I haven't had to handle this before. What is the best procedure?

Thank you!

Katie
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2TrickPony
Conversation Maker

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

Hi Katie,

I would file an inquiry with the post office, and also ask the customer to check with their local post office and their delivery person as sometimes packages get delivered to the wrong addy or are left with a neighbor.
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2TrickPony
Conversation Maker

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

also, if you have a delivery confirmation that says delivered, you'll need to go into your pay pal account and give them the usps info.
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artworksbycarol
Inspiration Seeker

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

this happened to me once. Call UPS customer service and they will do a little investigation. They will call your customer to check on it.The driver will go back to the drop off place and see if they can find it. It may have been stolen, insurance will take care of it.Once I told my customer where the driver left it, and that they were going to investigate, She found it at the side door.I'm glad I packed it good , it had been in the rain.UPS will help, just call.
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artworksbycarol
Inspiration Seeker

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

OH post office! I'm sure you should go through the same procedure.
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Former_Member
Not applicable

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

I just went through this. I forgot to go to the post office to drop off a package, and since it was larger I couldn't put it in my mail box. So the next Monday was a holiday, so it went out on Tuesday.

On Wednesday the buyer filed a dispute with paypal. I explained and gave them the tracking information and they said Thanks! The package delivered on Thursday. I message inside paypal to confirm, and nothing for WEEKS. Keep in mind when they opened the dispute Paypal deducted the money from my account. The day before I loose out all together I escalate to a claim. Paypal does there thing. I submit the data, but apparently Paypal doesn't even look at the information in their own system because they found in her favor, and gave her all the money back.

I send a message to the buyer, and she says "Oh I didn't know I had to do anything" I appeal the decision, and this time print and scan and upload ALL the documents rather than use their system. Now the find in my favor. However they refuse to reverse the automatic deduction from my account, so I had to contact the buyer again to pay me again. Meaning paypal deducted fees TWICE. All of this over $12.

It was the principle of the matter to keep my recently opened account in good standing, and not really about the money or the fact that the item had not been used in YEARS!
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LacyTreasures
Inspiration Seeker

Re: HELP! Buyer claiming Non Delivery- I have delivery confirmation

I had the strangest thing happen. Buyer didn't receive her items for a long time and she checked with p.o. but to no avail. So I sent her replacements. THen months and months later she convo'd me saying the original package had shown up in her mail and she returned it to me!!! Thankfully she never opened a case but just contacted me directly. Wish everyone was a little more understanding like she was.

Hope this works out for you and your buyer!
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