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Buyer dispute for item not received
Hello everyone. Something pretty unpleasant happened to me with a buyer.
Last night the lady contacted me saying that, according to the tracking, the package (coffee machine, value 175 euros) shows as delivered but it never arrived for her. Or rather, it shows up in a town near hers (still in the province of Verona). I send her the label, on which the address is indeed correct, she confirms and replies that she called the postal service and that they will probably re-deliver it today. Today, at 9 in the morning (so not even enough time to wait for the possible re-delivery) she opens an item-not-received dispute, saying that Poste Italiane doesn't know where the package is and telling me that it was Poste itself that advised her to open the dispute against me.
The whole thing smells off to me for several reasons: at first I thought the package was held in the nearby town (delivery hub on holiday or closed?), then, after calling Poste myself, they tell me that in fact the nearby town reference in the tracking is only there for privacy reasons: meaning, it indicates that that is the municipal branch handling deliveries that day, not that the package is there! And that, if the tracking says it has been delivered, it has been delivered to the address shown on the label. The lady no longer replies to my messages, it seems pretty clear to me that she is "using" this "legend" feature of Poste Italiane to claim that the package is somewhere who knows where in the nearby town. Meanwhile my funds are frozen and eBay says it will only be able to resolve the dispute in 3 business days. Is there a chance that she could "win"? To me it seems absurd, shouldn't the label and the tracking be what counts?
sika700
Mentore2 years agoHello,
request the POD and with that you’re all set, in case eBay requests additional documents.
Obviously, enter or update the shipping number in the dispute.
Kind regards.
rupcap
OP2 years agoYes, of course I updated the tracking code again, even though it's still the same one I sent to the lady the day before via label and from which it can be seen that the address is correct.
Sorry, what is the POD and how do I request it?
Thank you very much
sika700
Mentore2 years agoThe POD is the proof of delivery (Proof Of Delivery), basically the document that certifies it was delivered.
You need to request it from the shipping service you used; if you bought the label through Packlink, read here:
https://support.packlink.com/hc/it/articles/208407895-Come-posso-ottenere-la-prova-di-consegna-POD
Kind regards.
rupcap
OP2 years agoThe problem is that on Packlink (where I bought the label) it says "If the shipment is delivered to a mailbox, courier point/locker or post office, it will not be possible to obtain proof of delivery", in this specific case the recipient is a tobacconist's in the Verona area, evidently a Poste hub. Other than tracking that states explicitly that the parcel has been delivered and a clear label, I wouldn't know what to do, it seems pretty obvious to me.
sika700
Mentore2 years agoOk, but if you write things in bits...
So the address was to a Fermo Point with an eCP code included?
rupcap
OP2 years agoSorry, reading from Packlink I realized it was relevant information.
I don't know exactly if it's a hub, I suppose so, in any case the recipient is C/O Bar tabacchi etc. etc.
rupcap
OP2 years agoAnyway, yes, there is an ECP code, seen in the order details
sika700
Mentore2 years agoSo you delivered it to a Fermo Point and if the tracking shows the delivery, the Fermo Point is responsible for delivering it to the buyer.
Hoping the buyer knows they have to go pick it up...
Kind regards.