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Buyer claims not to have received the shipment - according to DHL status, the shipment was delivered - he is demanding a refund, what should I do?
Summary: blackyfredi reported an issue where a buyer claims not to have received a package, despite DHL tracking indicating it was delivered. blackyfredi is seeking advice on how to handle the buyer's demand for a refund. bootyooty suggested checking the delivery details, while voli-maus and oskar_der_wikinger recommended involving eBay staff to review the situation. verena@ebay advised against a refund if the delivery can be proven and suggested a DHL inquiry. blackyfredi later confirmed a delivery confirmation from DHL but noted the buyer's rude behavior. Additional advice was given to clarify the delivery recipient and consider legal steps if inconsistencies remain. vera@ebay also offered to assist by requesting the article number to investigate further.
Buyer claims not to have received the shipment - according to DHL status, the shipment was delivered - he wants a refund, what should I do?
anna_s@ebay
Mentor5 days agoHello @blackyfredi ,
if you think this is an insult, you naturally have the option to report this via the following link . The colleagues from the security department could then take action against your seller.
@bootyooty Thank you 😘
Have a nice day.
Best regards
Anna
vera@ebay
Mentor5 days agoHello @blackyfredi ,
Thank you very much for your post. Please tell me the item number so I can take a look at it for you.
@voli-maus thanks for tagging 😊
Best regards
Vera
blackyfredi
OP5 days agoHello, the article number is 178 326 114 823. lg
perfect-sally
Mentor5 days agoThat will have been too late by now, the MA is off work. If she doesn't reply anymore, please get in touch again from tomorrow morning.
bootyooty
Mentor5 days ago@anna_s@ebay 😘 will help further.
verena@ebay
Mentor1 week agoHello @blackyfredi ,
Thanks a lot for your post!
Since you can prove delivery to your buyer's address, arranging a refund is not necessary.
To still help your buyer receive the shipment, I recommend that you file a tracing request with DHL and inform your buyer about the respective response.
Thanks for the tag, @oskar_der_wikinger ! 😽
Best regards
Verena
blackyfredi
OP5 days agoHello Verena, I filed an investigation with DHL and it turned out here that the shipment was delivered, the buyer is being very insulting and is insulting me, he wants to report me to eBay, cancel the purchase and get his money back. What should I do now?
voli-maus
Mentor5 days agoThe lovely @vera@ebay please take a look at this. 😊
hasjana
Mentor5 days ago@blackyfredi
who was it delivered to then (this was also asked elsewhere)?
if it says "recipient / personally," and your buyer disputes that, you should file a report against unknown persons and then let the buyer know so he can prepare for possibly being questioned about the matter
petersmodellbahnstuebchen
Mentor1 week agoHey @blackyfredi
You should get on DHL right away and ask for proof of delivery. File a complaint that your buyer claims the parcel was not delivered.
Best wishes from the Baltic Sea
Peter
voli-maus
Mentor1 week agoHello @blackyfredi ,
please get back in touch tomorrow morning.
Then an employee from eBay can be tagged.
She can take a look at everything and access it.
blackyfredi
OP1 week agoOk and where should I get in touch
oskar_der_wikinger
Mentor1 week agoHi @verena@ebay could you please take a look at the issue once? Thanks.
@blackyfredi verena is an ebay employee, she’ll chime in here.
blackyfredi
OP1 week agoOk thanks
bootyooty
Mentor1 week ago@blackyfredi you sent it with tracking and proof of delivery, that's a good start. The buyer did receive the DHL parcel tracking number and was able to see the status the whole time, right?
What does it say there: to recipient, neighbor, drop-off location, where was it delivered?
blackyfredi
OP1 week agoCorrect, the buyer received the tracking information and was able to track it as well. In the DHL status it says shipment received, and today I saw that he opened a case and claims he didn't receive the shipment and wants his money back