Buyer opened Item Not Received request but tracking shows Delivered

[rosepeak]

The tracking info for his order shows Delivered but buyer opened an "item not received" request, saying that he couldn't find his package anywhere. What am I supposed to do?

[flipistics]

Was it an eIS order or domestic?  If eIS, check that it was delivered to them and it wasn't just on it's first leg to the hub. 

Since they've already opened a case it ties your hands regarding your ability to help them. Update the tracking number in the case (yes, I know eBay already has it, but you have to put it in again). You should be protected since you have tracking that shows delivered. It's one of the seller protections we get with eBay. I would still tell them to do most of the below stuff anyway.

Normally if they haven't opened a case yet, I show them a copy of the shipping label and ask them to verify if the address is correct (you'd be surprised). Tell them to check around the outside of their house and check with neighbours to see if it went to the wrong house. Tell them to check with the courier and/or open a missing item request and see if they can find it (they may have GPS co-ordinates of the scan which can tell them if they dropped it off at the wrong place, and the delivery person may remember where they hid it if they put it someplace unusual). 

[rosepeak]

I did add the tracking info to the claim but the case is still open? I did tell them to check with the courier also

[flipistics]

It (should) close in your favour eventually, but you never know what the AI will do. If you're concerned, contact ebay via social media and make sure you're good to go.

[dolls-r-me]

If you have tracking and the item shows up as delivered, you have seller protection from ebay.  Better to contact ebay directly via phone, they will close the case in your favour.  

If you feel the buyer is being honest (and not all are, some will say they never received the item so they can keep the item for free) you can tell them to contact the the shipper directly to see if the item was actually delivered.  If you shipped in Canada you can also contact the shipper yourself.  This usally won't really help but it could be that it was updated by mistake and they will know if this is the case.  If their location is not safe and they lose parcels (apartments are especially difficult for this), it is not the responsibility of the seller.  You have fufilled your end of things, but making sure there was tracking and it was delivered to the buyer. If the buyer leaves negative feedback you can have ebay remove it in this case.  I would also block this bidder from purchasing from you in the future.  Even if it is not their faulty, and the item was stolen from their residence, you do not want to ship things to a residence that  is not secure as it is likely an ongoing problem for them.  Hope this helps and good luck!

[ypdc_dennis]

Did you have signature on the package?

Which delivery company did you use?   Do they take delivery photos?

Do respond to the buyer and tell them you are investigating and checking to see if the courier misdelivered.

Bad news: you are probably going to need to refund.

[rosepeak]

It's domestic and there was no signature as the item is only $40. I bought the shipping label off of Ebay and the shipping company is Canada Post. I did add the tracking number into the claim they opened but the case is still open.