What should i do??

[lightyear_imports]

The story in short: Sold an item to a US buyer sent it off with basic tracking. Buyer now emails me stating they haven't received item, but when i look at the tracking information on the US postal service web site it states that the items has been delivered.

Customer is not happy and wants us to send a replacement item....

What would you do as a seller? Risk the Neg??

[bsal6160]

Do you have a signature to say it was delivered to the address? if not...

[*sparklz*]

If the buyer opens a dispute then enter the tracking and what it shows and fight it as much as you can.

[lightyear_imports]

no signature, basic tracking information confirming delivery to their suburb, and the date...

[lane-ends]

If its registered international post then you are paypal covered. Delivery proof not needed only proof of sending reg post.

If they actually received it probs wont get a neg. If something did go wrong at delivery end ( and that is possible), probably will get a neg.

Its a PR decision. Neg vs principle vs cost

[mayger_and_mayger]

If the buyer was logged into ebay.com when they bought then they are covered by ebay.com buyer protection. This requires proof of delivery, which you have, and proof of delivery with signature if item plus postage was US$250 or more.  

I would send them the link showing the item was delivered, and ask them to check whether housemates or neighbours have picked up the item. Ask them whether they would like you to commence an investigation with Australia Post, and, if they would, phone AP on 13 1318 and see what they say.

[janeababe]

no signature, basic tracking information confirming delivery to their suburb, and the date...

When tracking says that the item has been delivered to their suburb, it can still be sitting in the postal delivery room for up to another 7 days before actually being delivered to the intended recipient. (slack isnt it!!)

Tell your buyer that the item has arrived to his suburb (town) but will now depend on the delivery times at his end. He should make enquiries at the postal service his end and mention the tracking number when doing it.

Dont panic just yet.

If he opens an Item not received case against you, then come back here for further advice 🙂

[2106greencat]

I assume you have given the buyer the tracking info - it would be easier for them to track over there and they could call if the last place of delivery is clearly listed