Customer disputes the package not yet received | Questions and answers among users

illibaneseshop · 2025-08-09T12:58:17.330000Z

Good morning everyone, I’m here to ask you about a problem I’ve never had before and I hope you can help me solve it. On August 1, 2025 I received an order from a user for the purchase of a tablet. I want to point out that the purchase was made after 3 p.m., so it was impossible to ship it that same day anyway. However, eBay told me I still had time to ship it by August 5. August 4 was Monday and the nearest drop-off point in my area was closed, so in good faith I shipped the order by August 5, respecting the time frame eBay gave me. The package was supposed to arrive between August 6 and 8; in fact, on August 8 the package arrived at the Bartolini branch as agreed, but the customer’s delivery address is in a specific hamlet in his province, where the courier arranges the delivery so as not to create confusion. To make a long story short, the package is late, but only and exclusively because of the courier’s difficulties in reaching the destination office. Besides, if it weren’t for the fact that today, August 9, is Saturday and couriers do not deliver, the package would have been only 1 day late compared to the expected date, which is humanly possible. The fact is that yesterday the customer left me a negative review saying that the order had been placed on August 1 and therefore the package should already have been there a week ago, he doesn’t reply to my messages and has opened a dispute on eBay. How should I behave? I would like to proceed with a fraud report if, in the event that the package is delivered to him, he also wants his money back. Thank you for your replies and have a nice weekend

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Customer disputes the package not yet received | Questions and answers among users | eBay Italy