Sold an item but buyer said it was stolen

[cloventoken]

Hi guys, I sold a phone worth $800 and I sent to the buyer's address without a signature (my mistake I didn't put signature for delivery) but I have a tracking number that it was delivered. The day that it was delivered the buyer sent me a message that it was stolen from his mailbox and he is requesting a refund and asked his local post office to investigate. Now he opened an eBay request. 

[curraone]

I'm pretty sure that once you can prove delivery it is his problem - someone more experienced will be able to help soon - do nothing yet

[jellybirddesigns · Accepted solution]

Buyers are responsible for providing a safe place for mail and parcel delivery.

Besides the fact that this sounds really fishy (after all, how would a thief happen to know a phone was in the mailbox).

Do not refund. If he opens a case, just make sure the tracking number is in there.

If the buyer is asking for a refund without a case, then red flags would be going up.

Tell the buyer that you are only responsible for making sure it's delivered, which you have done and reiterate that he is responsible for a safe place for mail and that there is nothing you can do if mail if stolen.

A scamming buyer will know that if they open a case it will close in your favour as you have tracking.

I don't believe Aus Post are providing signature on delivery anyway due to Covid.

[lyndal1838]

I am not 100% sure (I am not a seller) but I believe that items over $750 have to have a signature on delivery.

[digital*ghost]

Items do require SOD if the total is $750 or more including postage but this requirement was temporarily suspended last year, best to check whether it is now back in place before deciding how to proceed.

[imastawka]

According to this link, it's for sellers on Managed Payments.

There may be another link for other sellers , I don't know

Seller protections | eBay

When a buyer reports that they haven't received their item:

• An eBay Money Back Guarantee case was found in your favour, or
• You refunded your buyer, or
• After the payment dispute was received, you provided proof of delivery that included all of the following:
  • Tracking number provided by the carrier company (uploaded by the date indicated in the payment dispute notification);
  • A delivery status of "delivered";
  • Date of delivery;
  • Recipient's address, showing at least the city/suburb or postcode (or international equivalent) that matches the address displayed on the eBay Order details page; and
  • Proof of signature confirmation, if an order has a total cost (including postage and any applicable taxes) of $750 or more, uploaded as an image while contesting the payment dispute.
• OR You have validated the identity of the person collecting the item, and provided proof of collection while contesting the payment dispute which includes all of the following:
  • Date of collection;
  • Order ID, item number, item title and price paid;
  • The customer's signature on the collection form; and
  • For items collected from the retailer, the store location matching the delivery address on the order.

[jellybirddesigns · Accepted solution]

Sorry, I just re-read the post and you did say they had opened a case.

Just make sure tracking is in there and submit it.

There's not much else you can do.

I had a chargeback opened a few weeks back and had tracking to show it was delivered.

It took a little while, but did close out in my favour.

[gutterpunkz05]

Contact  CS  via live chat, to make  150% certain that they are aware of the tracking number and delivery details,  have your case nr, order nr, buyer ID  and  item number all at hand.  You can also refer them to the buyers message stating item was stolen after delivery.

Note,  They can find in your favour, or at least make a notation on the case.  Do not request they escalate the case, they  may do this on your behalf when they intend to find in your favour, but  do not ask for an escalation.

[jellybirddesigns]

From the Aus Post website:

To minimise the risk of contracting or spreading coronavirus (COVID-19), we’ve enabled contactless delivery. This means signatures are no longer required for all parcels, whether you’re collecting from a Post Office or at home.

[jeans_and_stuff_that_fits · Accepted solution]

Hey

This has happened to me a few times.

Ultimately your responsibility as the seller is to provide tracking.  That's it.

You have done everything you can do to make sure the parcel is tracked.

If it is stolen then that is a matter between the buyer and Australia Post and/or the buyer and ebay.

Do not refund the buyer.  You've done the right thing.

Do go on ebay live chat between 8am and 8pm to make sure that your funds are not frozen.

Also, if you get a difficult chat agent, or you feel you are going around in circles, which can often happen, simiply tell them that you don't feel that they are understanding your problem, end the chat, and then start the chat with another agent.

Chances are the second agent will be more understanding if you tell them the previous agent was not helpful.

I hate to have to add this second part, but with live chat in foreign countries with people whose first language is not English, this is more common than it should be.

Good luck!