Question About A Buyer Not Receiving Their Package.

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Author	Replies: 9 / Views: 3,090
murrellington Pillar of the Community United States 3276 Posts	Posted 02/11/2011 11:27 pm I was hoping you guys could help me... although I sold an item on ebay that was not a coin, I was hoping I could still find answers. so I sent off a package fedex ground to a customer. the tracking number said the person was not home and package was left at their door. my customer said they never saw or received the package. what do I do now? could someone have stolen it? also, can't they just tell a lie and still have the package in their house? also what do I do now, do I have to give a refund or who loses out on this deal? please help, it is the 3rd time I've sold on ebay. Report this Post to the Staff

Cud Wild Valued Member United States 302 Posts	Posted 02/11/2011 11:34 pm If you had insurance on the item let the post office take care of it. Some people are pretty low on ebay. They buy stuff and say they havent received item to just try and get them free. I misread the post. FedEX is not allowed to drop off items without someone being there. Fed Ex has to pay for the item etc etc.... Edited by Cud Wild 02/11/2011 11:36 pm Report this Post to the Staff
murrellington Pillar of the Community United States 3276 Posts	Posted 02/11/2011 11:41 pm tracking number says: "Left at front door. Signature Service not requested." didn't know that I had to request that someone signs for it. Report this Post to the Staff
Cud Wild Valued Member United States 302 Posts	Posted 02/11/2011 11:47 pm Did you get insurance on the item? If so let the insurance cover the loss. Other than that I dont know what to tell you. Report this Post to the Staff
cwb1877 Pillar of the Community United States 1659 Posts	Posted 02/11/2011 11:51 pm Is the item you shipped worth more or less than $250? If it's over $250, PayPal requires a signature. Since there is no signature in this case, you'll ultimately be on the hook for it. If it's less than $250, the fact that the tracking shows the package was delivered is sufficient under PayPal policy. I'm assuming that PayPal would consider "Left at front door" as being delivered. Here's the phone numbers to PayPal: 1-888-221-1161 (Toll Free for Business/Premier) 1-888-204-4481 (Toll Free for Business/Premier) 1-402-935-7733 (Personal Accounts) 1-402-935-2057 (Personal Accounts) Give them a call. They are actually really helpful and they will be able to advise you on what you need to do, if anything. Report this Post to the Staff
murrellington Pillar of the Community United States 3276 Posts	Posted 02/11/2011 11:54 pm it was under $100. and fedex never asked if I wanted to get insurance or anything like that. they just charged me $25 and shipped it. but if the buyer still never gets it I will call fedex and paypal. it seems really lame that I could just buy any item on ebay and then say it never got shippied and then get it free. hmmmm. Report this Post to the Staff
murrellington Pillar of the Community United States 3276 Posts	Posted 02/11/2011 11:57 pm oh, should I call paypal or fedex about it. I didn't print labels from paypal or anything, all they were used for was the transfers of money for the sale. should I still call paypal about this? Report this Post to the Staff
macmercury Pillar of the Community United States 5832 Posts	Posted 02/12/2011 01:11 am Even though you didn't pay shipping from Paypal, you can still enter the Fed Ex tracking number in the item as shipped, so that Paypal has a record also. I suggest fill out the field and call Paypal, so when a Rep pull the record up it will be in front of them and explain you situation, also check in Fed Ex ground policy has any coverage. Lastly, I'd use UPS Ground as they automatically has $100 coverage whatever you ship. Report this Post to the Staff
cwb1877 Pillar of the Community United States 1659 Posts	Posted 02/12/2011 01:17 am Here's another thing I should have added in my first post... You did ship to the address that PayPal provided, right? If you shipped to an address other than what PayPal provided you, you're out of luck. If it were me, here's what I'd do: Explain to the buyer that the tracking number shows it was delivered. Confirm with the buyer that the address you shipped to is their correct address. I've had buyers that moved and then didn't revise their address through PayPal (which isn't your problem). Suggest they check with neighbors to see if one of them may have taken it for safekeeping. Give the buyer a description of the package, especially if the box is something other than a plain brown box. I once shipped an item in a diaper box...yeah I know...real classy! (insert laughter here ). The buyer said they didn't receive it. When I gave him a description of the box, he told me he had it all along but thought it was a package of diapers and didn't open it. You could also suggest they contact their local FedEx driver to confirm they did indeed drop off a package at their front door. If the buyer feels it was stolen, suggest they file a report with their local law enforcement agency. Since you didn't print the label through PayPal, make sure you upload the tracking number to PayPal if you haven't already done so. You can do that by logging into your account and clicking "Details" next to the transaction. There is a link in there that will allow you to upload the tracking number. You could then call PayPal during business hours and they will advise you on anything further you need to do. As long as you followed all the guidelines of PayPal's seller protection policy, you should be covered. Report this Post to the Staff
murrellington Pillar of the Community United States 3276 Posts	Posted 02/12/2011 03:48 am thanks everyone for the replies. and cwb8539, your input was more than helpful. I'm hoping the person had the wrong address, because I shipped it to the address they had listed on paypal. i will follow all the steps you listed starting tomorrow. Report this Post to the Staff
	Replies: 9 / Views: 3,090

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