eCommerce Blog / What to do when a buyer says they haven't received their package

What to do when a buyer says they haven't received their package

Here is the latest video I have posted on YouTube. If you want to receive notification of all of my new Ask Alice videos that I post, subscribe to the SaleHoo YouTube Channel.

If you have a question for me, send an email to, contact me via Twitter, or just leave a comment below.

This week, Neil asks: What can I do when my buyer tells me that the item I sent them never arrived, but the courier tacking number says that it did? I help Neil solve this dilemma which is  faced by many online sellers.


Comments (10)

  Already a member? Login to comment on 16:33 1 Jun
Your video did not come up, just a box with the Title Ask Alice" I waited a good ten minutes for it to load. I even clicked on the box to see if that would start it. Nothing. Phil
maria gonzalez on 21:22 1 Jun
Hello, you can send by fax . or e-mail your copy of the applyment to the courrier in attn of the client .so you can confirm your instruccions were ok. If your instruccions and the ticket number coincide with the name and adress , the private company courrier must justify what happened. if you want you can start a complaint to the firm.
Peter on 4:49 2 Jun
Great bit of information. Although I haven't had any problems like this myself yet, it's good to have some inside knowledge if it should occur. on 7:09 2 Jun
Actually about the questions, if they said they haven't received if you have made a letter of credit with your banks, those two banks, your bank and her bank should rely with each other, and if he doesn't want to pay for the consignment the banks itself dealt with it. Always dealt with your bank , either with a letter of credit or sort promise of sale, that when the sea or airfreight deliver the consignment the captain or the staff of sea or airfreight that when this person comes to collect they sign as they received the consignment and his bank and your bank notified each other that the buyer have received the consignment if it doesn't pay they you can sue them.
nicole brown on 3:21 3 Jun
its good to have someone to answer our questions regarding purchase online,or about purchasing on line.well i would like to buy costume jewelry for my bridesmaid,any suggestions??
john dale on 22:24 5 Jun
A good trick to do if you think your being scammed is to email the buyer from your email client. Don't use eBays message system but your email client. Explain that you are preparing to ship another item as soon as you hear back from the shipper and you just need for them to explain what happened. Have them return through the same email channel. If they didn't get the item, have them explain what their house or apartment building looks like as well as their full name and address and home phone number. Tell them their number will be called to confirm its them. If they balk, explain this is necessary to combat fraudulent activities and your insurance company needs the info for their investigation so you can get reimbursed. Your trying to get them to think twice if they are scamming you. Also explain that in rare instances they may be required to go to the police department and file a theft report. Next. If the shipping company confirms they delivered the package whether signed for or not email the buyer in the same thread. Let the buyer know to return the email in the same thread as your insurance companies investigations department requires it. Now your giving them another chance to back down. Explain the shipping company has confirmed delivery of the item and your insurance company has escalated the claim to a fraud and theft case and the shipping company is preparing to do an internal audit. Further explain that since it has been determined to be a fraud and theft case the buyer will have to go to their local police department and file a police report. Now if the person puts up with all of this which you should drag out a week to tire them out if they are scamming you, then you will have to look at either resending the item or refunding their money and going after the shipping company.
Mike Sutherland on 23:07 8 Jun
Nice post planes. An excellent set of suggestions!! I like the part about telling them to file a report at their local police dept! I just wish that everyone else on the internet would use proper grammar, spelling and punctuation. ;)
john dale on 1:43 10 Jun
Thanks Mike. I try to do my best with the grammar stuff. I'm not the best but I do try.
Richelle Monfort on 1:59 28 Jun aka Phil: To be able to watch the videos on SaleHoo, please check that the browser you are using is the latest version of Mozilla FireFox or Internet Explorer. Please also make sure that you have installed Flash to that same browser. With those things in place, you should be able to view the videos perfectly. Cheers!
Richelle Monfort on 2:05 28 Jun
@nicole brown: I suggest scouting through the net for potential suppliers but do watch out for scammers. Here are some simple things you can do to protect yourself when dealing with any supplier (especially those found outside of SaleHoo). 1. Run a whois check on the supplier's website to verify when it was created (it is safest to deal with suppliers who have been online at least a year), who owns the domain, and where the domain was registered (the country should match the contact details on the supplier's website). We recommend using (replace with the url of the supplier). 2. Search the SaleHoo forum for the supplier's website/company name and see what other members have to say. 3. Call the supplier's telephone numbers to ensure they are genuine. 4. Purchase a sample before bulk ordering to ensure that the item meets your expectations. 5. Watch out for sellers asking you to "safeguard" your purchase by sending your money transfer in the name of a friend or loved one, or by establishing a "test question". These actions will not protect you from a fraudulent seller. 6. Low prices do not necessarily mean fraud, but radically low prices should warrant a closer look. If a price seems to good to be true, it probably is. Ask the seller as many questions about the item's authenticity as you can before you go any further. 7. Always use a credit card or Paypal to purchase goods. These forms of payment are safe because they give you a comeback if something goes wrong. With these payment methods, you can usually have the transaction reversed fairly easily if necessary. Hope this helps! All the best!


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