Buyer Claims Not To Receive Package Despite Confirmation

[Teddysmom1024]

Hi everyone,

I've had 2 packages both shipped UPS, 1 Next Day Air and the other 2nd Day Air, both delivered according to UPS. One of the buyers claims she did not receive it. The other buyer first claimed she wasn't the buyer until I proved she was; then she emailed me and said "Oh, I am indeed the buyer but I didn't receive the delivery". What do I do now? Do I file a claim with PayPal to retrieve their money? I've emailed both eBay and PayPal and haven't received a reply. Should I suggest that they file a claim? I've never had this happen before, but then again I haven't been selling that long. Please help!

[profdata]

Why would you refund now.  The package shows delivered.

Did UPS get a signature.

What dollar amount were the packages.

Have the buyer check with their neighbors.

You can also contact UPS monday and speak to them about the problem

[Teddysmom1024]

Hi,

I didn't know whether to refund first and wait for the refund to me from UPS, that's why I considered refund first. I also didn't want negative feedback.

No, it was not sent signature confirmation.

The dollar amount on the one was $49.99, the other $25.49.

The one for $49.99 has checked with neighbors. The other for $25.49 has shown up. The weird thing is that the buyer emailed me 12/25 to say that it didn't arrive. I then emailed her that I was contacting eBay to find out what steps to take and then she emailed me back saying she received it 12/23...."they left it on her porch as she was looking out the window"....odd.

I spoke to UPS yesterday and they apologized but confirmed the package as delivered.

I contacted PayPal yesterday and received a reply that the buyer must file a "item not received" claim. I do have the tracking info. and proof of shipment.

In your opinion, should I tell the buyer to do this? This is my first experience with this and I want to do the right thing.

Kindest regards,

Sandy aka Teddysmom1024