If a package is marked “Delivered” the eBay seller is typically not liable for a lost package.
On rare occasions eBay buyers will tell you that they never received a package that USPS tracking marked as “Delivered”. This has happened to me a handful of times over the years. What’s a seller to do? Here are some steps for sellers to take in this uncommon, but certainly not unheard of, eBay shipping problem.
1. Ask the buyer to search for the package
First, have the buyer check the address that they provided on the Order Details page to verify that they entered a current shipping address. Also, ask the buyer to talk to family members, roommates, neighbors, etc. to see if anyone recalls picking up a package on the date the package was marked as delivered.
2. Request that the buyer contacts their local post office
The buyer can either talk to their mail carrier directly or call their local post office to report a misplaced package. It’s possible that the mail carrier recalls delivering the package. It’s also possible that package was accidentally delivered to the wrong address. Oops. I know I’ve received mail intended for neighbors on several occasions (sigh). How about you?
3. The buyer searched for the package and contacted their local post office. No luck. Now what?
The next steps are largely up to you. If the buyer decides to file an “Item Not Received” (INR) claim, eBay will rule in your (the seller’s) favor so long as:
a. tracking marked the package as “Delivered” (packages scanned as “Acceptance” or “Sorting Complete” or anything other than “Delivered” DO NOT count!)
b. items valued at $250 and above MUST also include signature confirmation
Taking no further action at this point is perfectly acceptable since you’ve done everything in your power to get the item to the buyer. Nevertheless, an upset buyer may leave you negative feedback or never buy items from you again.
If you’d like go above and beyond the call of duty, you could offer a replacement item or a refund (partial or full). A replacement or refund may help salvage your relationship with buyer, but there are no guarantees.
Thankfully, missing “Delivered” packages are a rarity, nevertheless the odds are you’ll experience a few false positive scenarios at some point during your eBay selling tenure.