RM item shows as delivered but buyer says hasn't received it

shapala

Sure this has been asked before but I sent an item RM Tracked 48, shows delivered 19th Nov and buyer has opened a request for refund as hasn't received it, despite showing confirmation it was delivered. 

Not that it's probably needed but delivery details:

1. 19 Nov 2022

   6:04pm
   DELIVERY RECORDED
2. 19 Nov 2022

   1:33pm
   SORTED FOR DELIVERY
3. 19 Nov 2022

   7:32am
   SORTED FOR DELIVERY
4. 19 Nov 2022

   4:10am
   ITEM SCAN
5. 18 Nov 2022

   10:31am
   ITEM SCAN
6. 17 Nov 2022

   10:09am
   Collected (Doorstep)
7. 17 Nov 2022

   12:00am
   DAY A
8. 16 Nov 2022

   10:20pm
   ITEM ADVISED
9. 17 Nov 2022

   10:29am
   Tracking number provided

Of over 1000 items sold in 10 years I've never had this happen, plenty of lost but not 'delivered' . Any help would be greatly appreciated as to what to do now. TIA

soolin

Firstly re upload your tracking number to the dispute and make sure eBay can see that it shows as delivered. I sometimes even phone eBay and point out that I have re uploaded the tracking, and the case is often closed either while I am on the phone or within an hour or so. Then work with buyer to see what has happened, see if any further info can be gathered to assist buyer in locating parcel .

But, always protect your account first and foremost before assisting buyer further. It’s cut throat out there, and it is u fortunate that sellers have to consider their own accounts before customer service sometimes. 

shapala

soolin said:

Firstly re upload your tracking number to the dispute and make sure eBay can see that it shows as delivered. I sometimes even phone eBay and point out that I have re uploaded the tracking, and the case is often closed either while I am on the phone or within an hour or so. Then work with buyer to see what has happened, see if any further info can be gathered to assist buyer in locating parcel .

But, always protect your account first and foremost before assisting buyer further. It’s cut throat out there, and it is u fortunate that sellers have to consider their own accounts before customer service sometimes. 

Shame there aren't more buyers like this since he hadn't updated his address correctly, so had to go and fetch it, which he did and closed the claim. 

If he were dodgy, guessing eBay would've seen my side as all was correct unless on the off chance RM didn't deliver to correct address?

soolin

shapala said:

soolin said:

Firstly re upload your tracking number to the dispute and make sure eBay can see that it shows as delivered. I sometimes even phone eBay and point out that I have re uploaded the tracking, and the case is often closed either while I am on the phone or within an hour or so. Then work with buyer to see what has happened, see if any further info can be gathered to assist buyer in locating parcel .

But, always protect your account first and foremost before assisting buyer further. It’s cut throat out there, and it is u fortunate that sellers have to consider their own accounts before customer service sometimes. 

Shame there aren't more buyers like this since he hadn't updated his address correctly, so had to go and fetch it, which he did and closed the claim. 

If he were dodgy, guessing eBay would've seen my side as all was correct unless on the off chance RM didn't deliver to correct address?

As above as long as seller has proof of delivery to the address given by eBay then they are covered. It would be the buyer who loses out if they use the wrong address.