Tracking shows delivered. Customer says not delivered!

rafoman · #1 07-19-2023

Hi,

I sold something and sent it with tracking (Parcelforce, UK) and tracking showed it as delivered on the couriers website. Theres the tracking history and photo of the parcel on the floor of the house entrance with the door open.

The customer messaged me and says that it isn't his door and the item hasn't been received.

What should I do? He could be trying to scam but the delivery companies do mess up sometimes. All I can go by is the tracking to verify.

My aim is to avoid negative feedback and keep my account in good standing.

Any advice on what to do. What would you do?

Thanks

**SaiJin** · #2 07-19-2023

depends on the cost of the product.
what's the min can you lose that won't result in a negative?

balance it out.

Funny you mentioned this... where I am Fedex is the absolute worse.
in the past 2 weeks they have delayed my parcel by 2 days, destroyed 2 parcels and misdelivered a parcel to a box that's not mine. How do I know... they took a photo of it and it's not my box .

I called them and their CS is atrocious and nothing has been done about the parcel issues.

so .....

Nimble · #3 07-20-2023

If the tracking shows delivered and they leave a negative feedback, you can request that feedback to be removed as you fulfilled your promise, negative will be removed.

rsot · #4 07-20-2023

OP, you would also be protected because you provided tracking and have proof

mimo99 · #5 07-20-2023

Maybe check their door on google maps, if it matches with the picture, you will have some confirmation

**SaiJin** · #6 07-20-2023

That could be an option.

murdered_by_ebay · #7 07-20-2023

it is questionable whether ebay will accept parcelforce tracking , they always accept USA tracking , I receive such disputes regularly and 100% of cases are closed in my favour when USA tracking is provided and arrival is displayed

with UK tracking I rather have negative experience , at least with royal mail there are risks ebay will not accept it as proof of delivery

rafoman · #8 07-20-2023

Quote:

Originally Posted by mimo99

Maybe check their door on google maps, if it matches with the picture, you will have some confirmation

I often use Google maps and tried in this case too. Unfortunately the property doesn't show up, its in the countryside and the house has a name not a number, actually Google isn't showing any details for the few properties in this lane.

Anyway, waiting to hear back from Parcelforce about the delivery then will make a decision. Might have to bite the bullet on this rare situation for me.

agent006140 · #9 07-20-2023

how much is the order,if $750 and more,it must be signed for.
Ebay money back guarantee for seller ,look at up

degsey69 · #10 07-20-2023

EBays rules are if the tracking shows delivered and they open an item not delivered claim then you are covered. However recently I was surprised when a claim was opened and found in my favor, then the buyer appealed and eBay reversed the decision, refunded the customer, took it of me and it showed on my metrics.

My advice is if it’s a small affordable amount, refund them, keep the account clean.

rafoman · #11 07-20-2023

Quote:

Originally Posted by degsey69

EBays rules are if the tracking shows delivered and they open an item not delivered claim then you are covered. However recently I was surprised when a claim was opened and found in my favor, then the buyer appealed and eBay reversed the decision, refunded the customer, took it of me and it showed on my metrics.

My advice is if it’s a small affordable amount, refund them, keep the account clean.

Your scenario is what I have been thinking about. The amount lost would be about $26 so not worth damaging an account over which produces much more in income.

e2free · #12 07-20-2023

You are 100% covered as long as tracking says delivered that’s it does not matter where the item delivered

Hank · #13 07-21-2023

Hold your line!

You used a reputable UK courier, with tracking showing as delivered. Ebay will side with you, if the buyer does push it ebay may consider a discretionary refund out of their own funds.

I've had this on a few occasions over the years and ebay have never taken my monies off me. Ignore any advice to refund, or that Parcelforce tracking may be 'questionable. That's just beyond stupid to the point of being ridiculous.

DENDEN76 · #14 07-21-2023

I've had Ebay cover the refund to the customer at their cost before...

Parcel force is the worst! For some reason they couldn't deliver a 550 pound order and claimed to return it to China. I was forced to refund then 2 weeks later they delivered it

Hank · #15 07-21-2023

Quote:

Originally Posted by DENDEN76

I've had Ebay cover the refund to the customer at their cost before...

Parcel force is the worst! For some reason they couldn't deliver a 550 pound order and claimed to return it to China. I was forced to refund then 2 weeks later they delivered it

Had the VAT and Import Duty been pre-paid? I'm guessing not so if Parcelforce were unable to collect from the recipient it then returning it is their only option. Then there always the genuine possibility of they simply couldn't deliver it.

Maybe I'm just lucky, I've been using Parcelforce for 20 years or so and hardly had an issue. Indeed, I'd use them a great deal more if their prices were more competitive.

DENDEN76 · #16 07-21-2023

Yes vat was prepaid not sure about import duty. Customer never claimed to pay anything but the parcel was eventually delivered even though tracking stated returned to sender.

Hank · #17 07-21-2023

Quote:

Originally Posted by DENDEN76

Yes vat was prepaid not sure about import duty. Customer never claimed to pay anything but the parcel was eventually delivered even though tracking stated returned to sender.

Sounds like a clever scam manipulation of the system to me knowing they can claim for non delivery long before the courier will release/return the goods back to the sender. Get a refund then arrange for delivery - nice and easy if there's fees due. Not the first time we've seen this scenario posted here. I wouldn't be letting it rest for that value if someone tried that on with me.

In any event, I don't think it's reasonable to hold Parcelforce responsible if this is the case.

degsey69 · #18 07-21-2023

Quote:

Originally Posted by rafoman

Your scenario is what I have been thinking about. The amount lost would be about $26 so not worth damaging an account over which produces much more in income.

Let us know what you did in the end and the out come, as I have said before I have experienced eBay back the buyer in spite of what the rules are.

Remember it’s your account and you stand or fall by your decision.

agent006140 · #19 07-21-2023

why cant the buyer or seller complain to the carrier?
I know Fed Exp and UPS are known to drop packages to the wrong address,you wont believe what I found-TV stand,cat litter boxes,cough medicine,clothes,air filters?
and it is up to me to turn them over to my neighbors,the carriers never come back to make it right?

DENDEN76 · #20 07-21-2023

Its 26 bucks move on

paulfoltyn · #21 07-23-2023

ask them to open a case on ebay, provide tracking in the case. Ebay will side with seller, if buyer kicks up enough fuss ebay will reimburse them out of their pocket. Once the case is in your favour buyer can't leave feedback

JamesNorth101 · #22 07-24-2023

Quote:

Originally Posted by Hank

Sounds like a clever scam manipulation of the system to me knowing they can claim for non delivery long before the courier will release/return the goods back to the sender. Get a refund then arrange for delivery - nice and easy if there's fees due. Not the first time we've seen this scenario posted here. I wouldn't be letting it rest for that value if someone tried that on with me.

In any event, I don't think it's reasonable to hold Parcelforce responsible if this is the case.

Yep seen this sort of thing happen a lot years ago as well

Doesn't seem to happen very often anymore though

I now always ring the courier to make sure the item has 100% been RTS before issuing a refund

Get then to confirm it via email as well preferably