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Someone should start an alphabetical list of buyers that claim they never got heir packages. 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. Why? I went to the USPS and they … Your first mistake is thinking that a USPS tracking number that is marked delivered means the customer got the package. Remember, claims are also available for lost or undelivered packages. The customer who ordered claims that their family member never received that package. Seems to me there's no way of knowing if she didn't actually receive the record. File a Claim. Orders shipped with delivery confirmation tracking—tracking shows delivery and customer claims item not received: Groupon does not cover service errors, including loss, theft, or postal/shipping issues. and confirm they show delivered. 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. Help with my US Postal Service issue. 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. I know that we never received compensation for refunding the scammer but our colleague did. I’m sure I will see this again even though it hasn’t happened top me before. We monitor all your tracking numbers and filter any tracking event that indicates it was damaged. We sent them via myHermes and required a signature on delivery. So I did the right things sent it to my work. Signature confirmation is the only way Amazon will back you ( to my knowledge). I filed a claim with Shipsurance, but that won't give me back the costs in shipping. Thank you so much! 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. The tracking status says delivered, and you did not accept the package. Anything purchased from November 1st 2013 can be returned up through January 31st. Message 2 of 18 (18,432 Views) 4 Helpful mancunianexile View Listings. I refunded that customer the total amount immediately but the package didn’t come back to me for 3 weeks. The seller didn't believe that I didn't get it, said to check with family, etc. Keep the parcel intact and move it to a safe place. 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” E-mail, chat, or call our customer support team 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. We’ve done a lot of research and we’re here to help you locate or replace your missing, lost or stolen Amazon package. I check my email and it said it was delivered and signed for by Catchman. 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. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. 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. Amazon would absolutely side with the buyer because Amazon does not accept Tracking as proof of delivery. Here is my email that I send when customers claim to have not received a product; I add the details. If you’re trying to locate an Amazon package that was not delivered, you’ve come to the right place. If it is not correct then talk to the customer care service. It shows a signature too. Here’s how you can prevent package theft. 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) How can we help you? The reason I say the one is optional is it depends on the value of the item. That is unless you have damage, along with a photo of the package that is damaged. It was not an expensive item but it still sucks. This has happened to me 2x--once as a seller and once as a buyer. A customer bought £45 of products from us on the 24/08. Also a couple of things. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery. 99% of "lost package" issues are resolved by customers actually checking with their neighbours, despite how frustratingly unwilling they are to actually do so. There is no need to wait for the Post Office to investigate, how likely are they going to look deep into the matter if it is marked delivered … Not much. So I did the right things sent it to my work. Discussion in 'General Business Forum' started by Vic_Linen, Feb 17, 2009. 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. Strangely, I have yet to have a customer not “find” the package after this is sent. It was a large package that weighs over 50 pounds. Thanks for the reply. But hey go ahead and take your chances. Buyer claims item not received but i have signature proof of delivery? (Documentation is not required for claims with declared values of less than $100) Drag and drop documents from your computer to your claim. (Call 800-ASK-USPS for details on how to do this.) Posts: 1,099. If it’s considerably higher, then you want to know where it went. Try to know if someone attempted to deliver your product. About a week later the buyer says he hasnt recieved it. If you've ordered a package to be delivered to your house and it arrives late, you have a right to contact the retail company for a refund. Strangely, I have yet to have a customer not “find” the package after this is sent. They said this happens a lot when they get busy. 2020-06-28. Find a Missing Package That Shows As Delivered. Last bit: the holiday returns policy is STILL in effect. I can’t control the fact that the buyer lives in a questionable neighborhood! I had a customer demand a refund because they claimed their package was stolen by their mailman. Used Amazon's shipping service... Amazon MF. 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. The post office has different rules. Make sure you have your tracking number or delivery confirmation number handy. Learn about Claims Telling the customer to check with family and neighbors is always a good idea as well. We shipped it out on time and the tracking says that it was delivered to the doorstep/front porch. Hermes delivered on the 27/08 in the morning with a signature so very quickly (as they normally do for us). Occasionally, for some reason, packages might be marked by the courier as “delivered” even before his actual arrival. When the package didn't arrive, Moore said he tried calling Old Navy's customer service line twice, before sending an email. For insured, registered, or priority packages delivered by USPS, whether lost or damaged, you can then file an insurance claim online or via mail. etsy would remove a bad review - they do not allow bad reviews for shipping issues. And you can do it after the 15 days of the product says it’s delivered. 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. We’ve been down this road plenty of times and it sux. FedEx’s customer service is extremely swift. 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. Check the delivery address you gave the seller. In this Guide, you will find information to help you; Track your package; File a claim if your package is missing FYI that USPS doesn’t refund when the package is scanned as delivered. I personally don’t feel that as sellers that we are responsible for packages that are stolen off someones porch. Check to see if someone else, like a neighbor or an Apartment Office Manager, accepted delivery on your behalf. 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. The customer has contacted me saying he wants a refund. FedEx’s customer service is extremely swift. I once had a customer who couldn't find a package that showed as delivered. +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. Then contact them and ask where your order is. I'm going with this route. Vic_Linen UKBF Newcomer Free Member. This parcel was not delivered to my door as the tracking says "in mailbox" which no one should have access to but me. I was sending something internationally with tracking and the tracking worked until it left the US, but the package was never delivered. I always feel most people are honest but this one seems odd. Most parcels arrive on time. I don’t think it takes anybody a month to realize they did not get something they ordered. If Shipsurance ends up refunding you, I would just refund the customer and eat the shipping costs after they file a police report and give you evidence. Even his post master suggested he come in. Not from selling items but just in general from purchasing things online. This could include the front porch, side door, back porch, or garage area. But before filing that claim you need to contact the seller. Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, … 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 want to assure you, I will do everything I can to find this missing package. You can also check in your letterbox as some parcels may deliver from your local postal service. We shipped the package fast and have proof of delivery. Help & Customer Service. Learn about Claims 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 … I shipped a package to a valid address not long ago, USPS marked the address as undeliverable. It was not- what to do? Tip: Contact the carrier. If your order hasn't been delivered in time, you should demand that the retailer take action. Sometimes this means filing a lost package report with the carrier (again, we’ve got some great info about that for each of the major carriers: UPS, FedEx, and USPS). Package marked delivered but customer claims to have never received by ThePurplePuppy. As the seller you are responsibility for the package getting to the customer and you have no proof the customer received the package. This means that liability lies with the retailer for the services provided by the delivery method chosen, and the delivery firm is not … I usually touch base with my P.O. Customer claims not received, however delivery confirmation confirms delivered. Meanwhile, it is the cost of doing business for the rest of us. 2. If it was worth a lot of money I would not refund him. USPS denied the claim as the tracking says it was delivered on time. Registered: ‎02-02-2015. The merchant should reach out to the shipping carrier to start an investigation for the package. She said she had three other packages delivered that same day, all safe. 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. This is a first for me where a buyer claims that no package was delivered but USPS has delivery confirmation for 7/14 at 4:50pm. Wrong name on 2 and wrong street on the other. (Documentation is not required for claims with declared values of less than $100) Drag and drop documents from your computer to your claim. If it wasn’t worth much I would probably refund him just so he couldn’t leave me a negative feedback. Called Fedex, ran a trace, they say the package was delivered at the correct address. I ordered and Apple watch on sale and it was sent by Fedex. USPS denied the claim as the tracking says it was delivered on time. If the package gets delivered it's not a missing package, therefore you have no claim to file. I have actually filed two claims with the USPS when packages were verfified delivered but the customer says it was not. 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. What I do know is that it is RARE for packages to simply disappear. If it were inexpensive I would cut my losses and just refund. fbaseller44 2020-04-16 20:06:33 UTC #4. 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. I sold an item via royal mail first class signed for. Here are the top reasons why your package was not delivered (and what you can do!) The customer then messaged us on the 8/9 saying they had not received the parcel. This was not a small item that a person could easily just run off with. She is eager to receive a refund but I have no way of knowing the legitimacy of her claim that the package wasn't received and I feel that I have done all I can on my end. It sucks as a customer, but it happens. I’m sorry the package containing XXXX hasn’t made it to you. 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. I sold an item via royal mail first class signed for. Contact the customer care immediately. If it does not miraculously show up, refund the order and open up a case with UPS insurance. You might have to pick up your mail at the post office from this point forward.+. This can be done via mail, fax, or e-mail. The seller would lose 99.99999% of the time. 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. However, if she is telling the truth I do sympathize for her being out of the money on this. 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. 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. About a week later the buyer says he hasnt recieved it. 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. The morning with a photo of the largest global retailers today, a juggernaut even but! I will do everything i can ’ t control the fact that the that... 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