"proof of shipment you provided was invalid" however it is legitimate tracking information. Why?

[jimidix76]

So, a buyer raised a claim on March 30th saying they did not receive the item they bought. 

We responded on April 6th with evidence the carrier provided showing item was delivered on March 29th  (“Delivered, Front Door/Porch-)Your item was delivered at the front door or porch at 11:07 am”) This was confirmed with last mile carrier (USPS) tracking aswell (we ship internationally).

Evidence from both carriers was provided by way of the tracking numbers and screenshots of the tracking updates for both carriers (ie international and last mile carrier). All tracking numbers are valid.

We have been advised this case was awarded in buyers favour as “proof of shipment you provided was invalid.”  

I’m a bit lost as to what is not valid?  The tracking numbers are legitimate, and both the international carrier and the last mile carrier confirmed delivery.

After reading why this claim was awarded in the buyers favor today, I have revisited the tracking today (April 11th)  and can see that it has subsequently updated by the carrier on April 7th with saying the customer has refused delivery . “Refused-)Your item was refused by the addressee”.

So, customer raised a claim on March 30th saying they didn’t get their item – despite the tracking indicating it had been delivered “at the front door or porch at 11:07 am on March 29” . 

Assuming the delivery was messed up by USPS and the delivery attempt was made on April 7th, the customer has now refused to accept it.  How is that on me as the vendor?

Needless to say we’re all a bit bamboozled as to a as to why this was awarded in buyer favour?

We have around 3000-4000 transactions a year and maybe receive 2-3 paypal disputes each year. We provide the same  tracking details as we did in this instance (ie from the carriers tracking page) and the dispute is always awarded in our favour – because we delivered the item that was purchased. Is anyone able to shed light on why this has been marked “proof of shipment you provided was invalid.”, and then customer refusing to accept delivery?  Is there anyway to appeal this decision as the trakcing details are legitimate. Cheers

[PayPal_Bindu]

Hello @jimidix76,

Welcome to our community help forum and thank you for your post!

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Bindu