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buyer claims item not received but tracking shows delivered

Happily, she got it and all was well, but it took three days to find it. Order was shipped via Click and Drop, 5th December. Which is ridiculous! Why do you assume delivery was actually made, USPS tracking is notoriously inaccurate. Is there something similar with those particular orders? Of course they didn’t, they never do… 'Nuff said. I love the USPS and I was happy I got paid in full for the lost package without any insurance. Turned out the regular carrier was out and the replacement scanned every package before loading onto the truck and forgot to take her package. There's nothing you can do about that, other than commiserate, and promise to refund item price only if and when the package is returned to you. https://imgur.com/a/f8ylr5g (here is a screenshot). I feel exactly the same. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views This buyer does more selling than buying from looking at their reviews. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. The unofficial eBay subreddit. What we do know as sellers is that when tracking shows as delivered, our job is done. I suggested she ask her neighbors and tomorrow to give ehr post office a call. Customer also confirmed shipping address was correct. It's happened to me occasionally as a seller, and also as a buyer Sometimes things just go MIA for a while. Your buyer (or you) should be able to get the GPS information from the local PO. That’s not actually correct. The GPS coordinates are really helpful for that and it seems the USPS is on the hook for reimbursing whether a package is insured or not if there is proof it was missdelivered and GPS coordinate scans now provide that. At this point, it's probably too late. Buyer claims item not received, tracking proves delivery. In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. Nothing more to do at this point but wait. You never know. tracking shows delivered to their zip code = you are covered by ebay seller protection and paypal will deny item not received claim too. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. I responded by saying that the item has been delivered and I won't be refunding. I did spend hours dealing with it. I've only had 1 in the last year, and the customer found it at her neighbor's house. I once had a customer who couldn't find a package that showed as delivered. Just try early or late in the day. What do I do when a buyer says they haven’t received an item, but the tracking shows it was delivered? Buyer claims item not received, tracking shows delivered. Yes, technically you would be out of luck in terms of a PayPal dispute. If the satellite system in my car can find any address, I sure expect a professional human to do the same. The PO has ONE job. @askebay on twitter ask them to check into this. I sold a DVD on august 3rd. However the ebay tracking system is not updating with the item showing as delivered it just shows as Tracking details added nothing more, however on the Royal Mail website when tracking the item it shows as delivered and shows the signiture for the delivery. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. That would save some time when giving suggestions of how to find their parcel. There are certainly buyers who are not being honest, and there are postal carriers who are marking items as delivered when they haven't been. I'm sure the carrier would not remember from 2 months ago. The postal carriers - regular or replacements - have ONE  job. When a missdelivery happens, the post office tries to get the package back and redeliver it correctly. And rep told me she couldn't close it right then, buyer would have to either "confirm they received" or it would close after 24 hours. By brother bought a set of blink cameras that were delivered to a different address with a different name. Ebay sides with buyer. Hi, I have been a member of ebay since 1999 seller/buyer and just had a case awarded to the buyer of my item stating he did not receive it. It's now 12/17/19. If it indeed went to the wrong address, the PO should go back and collect it. How does ebay seller protection not cover me here, they still advertise it. rate when the normal carrier isn't on her route. Nothing you can do. Press question mark to learn the rest of the keyboard shortcuts. Sometimes 2 inquiries will get a better response rate. Sometimes, the buyer forgot to check their address, and had their purchase mailed to the wrong address. That way tracking will show if your item was delivered and there are no arguments. Buyer opened a case and is demanding a refund. Sold a video game, says delivered "left with individual". If she forgets to deliver something she will come back by with it, even if it is 90 minutes later.). Great. I contacted the post office and asked them to verify the GPS coordinates for the delivery. The PO has ONE job. How to Address an "Item Not Received" Claim. This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. Re: Item not received- tracking says delivered. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route. I had to have an issue resolved earlier this week. Buyer escalates to claim Very briefly the story. Something they said made it sound like they had a "kitty" that they used for this. Items get stolen off peoples porches, items are mis delivered, etc. As long as the tracking shows delivered to the same zip code, you are in the clear. Hey I'm dealing with the same stuff right now. I really feel this could be a scam. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. Suggested the buyer go to her local PO and ask about it. Items occasionally are lost. No reason for stealing in stores now when they can do it from home. He then said he will open a claim and I received an automated message from Amazon about … Here is a screenshot of the tracking information. Received a message from Amazon saying that the buyer will be filing an A to Z claim… If there was a delivery error, someone out of that PO made it. Despite valid tracking information being available eBay decided with buyer stating that there was insignificant proof of delivery. If the PO can't get it back, you should be able to open a claim. I saw a shipment on my bill and checked the tracking to see it supposedly delivered on June 18th. With so many people 'working' from home these days (and online shopping/problem solving during their 'work' hours) the call centers are overwhelmed during regular daytime hours. Ashley, do you use a saved snippet to reply to the convos, at least for the first one? However, in my case the neighbor says they don't have it. I have this happen at least once a week if not more. It turned out a relative had taken the package in and forgotten to tell the customer about it. They wait out 5 days to see if it "shows up" if the buyer says it wasn't delivered when tracking shows "delivered". That might stop a lot of the further steps, at least for the honest buyers. That is the stock excuse the PO uses frequently for not doing their job. Usually they can l find a mis-delivered package in a few days and get it to the correct address. A customer ordered through my website. The golden days of ebay are way behind us. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. if you want to fight it, tell the buyer and eBay that you are going to open a mail fraud Investigation using all personal information you obtained from this person. That is the stock excuse the PO uses frequently for not doing their job. I was afraid this was going to happen. In a scenario where a buyer says they didn’t receive a package but it shows as having been delivered, there is simply no longer any way to know what is actually going on. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. I’ve had complaints opened and closed etc. I had a package that was delivered to the wrong house. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . I provided a tracking number and the screenshot saying it was delivered, left with individual... my case is open currently... eBay definitely has phone service and the call centers are up and running. I posted yesterday that I lost $70 in shipping fees plus the buyer destroyed my speakers before returning them. Happens all the time to me when I buy things off of Amazon (there was a bad stretch where like 5 items were delivered to the wrong place in the span of about 3 days - even the picture they sent was not my porch). most likely it is not worth your time. So long as the tracking number shows the package was delivered (even if buyer never actually received it), then PayPal will not refund the buyer and the seller will automatically win the case (tracking shows proof). Ebay sides with buyer. I called the customer's P.O., spoke with the carrier and got the delivery details which I passed on to the customer. EBay sided with the seller despite 6 other buyers making the same claim. Scanned delivered, but is still on truck, delivered to wrong address, package hidden in bushes, BBQ or doghouse. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. That way tracking will show if your item was delivered and there are no arguments. If a buyer claims that they have not received their item, but the tracking information states that it was delivered, do not jump to the conclusion that the buyer is lying. It's not letting me file an appeal online either. That will show where it was delivered, and should be the end of it if they are trying to pull a fast one. If you purchased an item on eBay and the shipment hasn't arrived, there are the steps you can take to try and track it down or ask to get your money back. The post office informed him the item was delivered to the address. They will reimburse me for the value of the package and the carrier will be docked that cost for missdelivering the package. Any ideas? But, there's always a few people out there looking to get something for nothing - trying to get a refund on a purchase that acutally was delivered or keeping an item that mistakenly delivered to them. SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. Or? They say "Tracking shows item delivered, but I don't have it, want a refund". Buyer opens a case. How on EARTH is that is anyway the sellers responsibility??? The postal carriers - regular or replacements - have ONE  job. Sent me back a box of garbage on my dime. Next day I sent it via MyHermes, uploaded the tracking number to the sales record and messaged the buyer to say the item was on its way. I responded by saying that the item has been delivered … Buyer claims item not received, tracking proves delivery. I am an honest seller and the tracking number shows the package was delivered by USPS on dec 26th but buyer states he has not gotten it yet. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. According to eBay rules, you are entitled to a refund or replacement item from the seller unless they have tracking information that confirms the package was delivered. It was delivered August 5th. /r/Ebay It is the buyer's responsibility to either provide a safe spot for packages at the delivery location or have it held for pickup at a mutually trusted location like a … Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. This was before I understood about insurance and did not insure it. By using our Services or clicking I agree, you agree to our use of cookies. I insure now. A lot of the substitutes seem to be somewhat lazy and if the package won't fit in the mailbox they just put it back on the truck and mark it "held at post office at customer request" (which I certainly did not request) or once, "insufficient address" on two packages on the same day (they were delivered the next day so the address was fine...), instead of walking to the house. Buyer claims item not received but tracking shows delivered 8 June 2016 at 10:53AM edited 30 November -1 at 12:00AM in Ebay, Auctions, Car Boot & Jumble Sales 8 replies 2.7K views Your buyer (or you) should be able to get the GPS information from the local PO. Ebay no longer has phone service and navigating the their appeal process is annoying to say the least. If it's truly happening weekly, I'd change the way I ship. Interesting. Post office error. I'm done with eBay, this is absurd. I insured the package at full value. So we cannot know the truth in any situation. Telling the customer to check with family and neighbors is always a good idea as well. I called right away to have it closed, as I always did. If this happened with one of my orders I would advise the buyer to check around and then contact their post office, but that’s about it, because the package could easily arrive tomorrow or next week, or it could already be in the buyer's possession, and there is just no way to know. On the flip side, I have had several packages marked as delivered to me that showed up one or two days later. Product(s) Shipped with Signature Confirmation Tracking–Tracking Shows Delivery and Buyer Claims Item Not Received. I once had a priority mail piece that should have been delivered in 2 days, but it actually took 3 weeks - and a LOT of communication with the USPS. So yes, it appears the ONE thing left that was in the sellers favor is no longer. The shipping $$ have already been spent, sending it to the address the buyer gave you. So I have to take an invoice to the post office. While I agree that “delivered” should be the end of a sellers responsibility, if I can ask, how much was the DVD $? This is happening AT LEAST once a week! Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). (Our regular carrier is wonderful, though. 2. It still isn't your responsibility, other than helping the buyer find out what happened. Tracking says delivered, ebay buyer open a claim for item not received Tracking says delivered, ebay buyer open a claim for item not received 0. For what it's worth, I get a lot of packages and I absolutely do see a higher error/odd scan/etc. Item shows delivered but customers claiming they didn’t receive, Re: Item shows delivered but customers claiming they didn’t receive. They say "Tracking shows item delivered, but I don't have it, want a refund". You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. OP already said that the numbers are showing the item has been delivered I had an item not received case opened. No phone service makes matters even worse. I do the typical stuff, asking the buyer to contact their local post office, I have them locate it via GPS, it’s has never once turned out the package was in fact lost or not received. Any ideas on how to handle this? It will only get worse, we have noticed a uptick lately. They should contact their local PO. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! Press J to jump to the feed. Replacement carriers are supposed to be trained to do that job. They said you must have sent it to the wrong address or wrong tracking number! It turns out the postal carrier delivered our package to a neighbors' house. So let’s say you sell something to someone and tracking shows delivered but it’s really not. I have never had this happen. I conveyed this to buyer and eBay, but they still refunded the buyer. Ebay is turning into anover amazon. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. I sold a DVD on august 3rd. Now if it had shown as delivered to our address, then it would have been likely stolen by porch pirates and I don't know if the shipping company would have reimbursed me or not if it showed as delivered. Buyer opens a case. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. There was a delivery confirmation but not sure how to see it. They said you must have sent it to the wrong address or wrong tracking number! I'm not sure what I can do to assist her further? The post office kept evading the GPS question for the longest time. Buyer claims he has not received it. Your buyer might not have received the package. It was a $30 toy, so I didnt insure it. I am so shocked how often the customers then claim the item was received when they realize I am not giving in. I responded by saying that the item has been delivered … I’m not talking about a scam, but a legit screw up. didnt check with other housemates, someone else picked up. Items occasionally are lost. We can choose to go the extra mile, but we are within our rights to not do so. They have never used wording like that before. Same exact situation happened to me this week. After this, eBay will step in. If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. I am now concerned ebay will side with them like they did in your case. Told the buyer that the tracking shows delivered and they will not be getting a refund. @DevaOriginalJewelry  "SInce it's summer and a lot of workers are probably taking vacations, it's possible mis-deliveries could increase because of substitute carriers not being familiar with the route." Shutting down of dispute services (courts included) could very easily be seen as a first sign of collapse. Replacement carriers are supposed to be trained to do that job. They say "Tracking shows item delivered, but I don't have it, want a refund". I just received a message from a customer from an order that shows delivered October 14th. Buyer opens a case. 'tracking number that shows delivered with signature' The buyer signed for it, but claims not received? Item shows delivered. The Australia Post site says it was delivered on January 8 and 10:14am. Let’s see if buyer blinks. If your tracking information shows that your package was delivered, but you can't find it: Within 48 hours of expected delivery Perhaps help the customer try to locate the lost package, the post office can track GPS on the package. I’m so sick of it! ), This thread has been locked by the moderators of r/Ebay. The buyer even said "Tracking shows delivered" in their initial request. Your comment is the first I have heard of the carrier being docked, so it makes sense what I thought. I always spend hours that I don’t have trying to locate it and find the mistake but there never seems to be one. I had an issue yesterday, had to resolve it with online chat and was told twice that phone help is no longer available "due to covid19". Very frustrating! It was sitting in the back. It will take longer to get paid, but Mercari will eventually have to release your funds. I'd honestly like to sue them for breach of contract. Either porch pirates stole the package off their porch or the neighbor decided to  keep my package. Etsy seller protection will cover you against an item not received dispute since tracking shows it was Delivered. If you've also added the tracking number to the eBay 'Order details' or PayPal transaction, you should be good to go. @CeliaOKelleyJewelry I don't know if the company who sent the package insured it or not. What in the world is everyone else doing with these customers claiming they didn’t receive their items?? Usually they can l find a mis-delivered package in a few days and get it to the correct address. A customer ordered through my website. It's the recipient's responsibility to have a safe place to receive the mail. What Etsy Shops Can Do When Tracking Says “Delivered” But It’s Not. Anyways not sure who would be responsible in this scenario (USPS perhaps, if you could somehow prove it? They finally admitted it was delivered to the wrong house. Only I didn't get the package. Buyer error. Were they sent to the same city? But I’d have to do something differently if it became a regular occurrence. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! The joys of e-commerce, just like every brick and mortar store you have to price in theft as part of doing business. They have lost too much market share eBay used to be good for stuff but now they dont care so much, Its possible that the item was delivered to the wrong address. EBay is complicit in ripping off their sellers. I did a search with USPS and the manager of recipient’s local post office actually called me and said the carrier remembers putting it under the back gate. Help for sellers and buyers! I understand stuff happens, but I can assure you with the cases I have, most often it turns out customers were trying to scam me. I am so fed up with ebay. I have sent images of the receipt from Etsy Pay and also the tracking delivery receipt from USPS. I do about 30 orders per day plus work full time. I will be cancelling my store subscription once the year is up (next month) and currently dropping my prices significantly to get rid of my items asap. Notification email gave me opportunity to appeal, but I let it go because it was only a $13 item. Ok let me clarify. It was delivered August 5th. The most important advice I can give to sellers, based on my many experiences with these claims, is to be unbiased. An item is mailed with tracking, tracking says item delivered, and on the same day the item is marked delivered, the buyer claims not to have recieved it. ... Today if a buyer claims an item is not received, tell them to open an Item Not Received … It was delivered August 5th. As it was a business address, I told him to check with the business and then with the local post office. I just dealt with this myself as a buyer from another company. No more interest or desire selling on this platform anymore. Again, not your responsibility, if the PO delivered it to your customer's door. Order was shipped via Click and Drop, 5th December. Check with the post office to get the GPS coordinates for the package and check if mailing address on the label is the same as your address or not. I will also be calling them tomorrow. It's frustrating. Buyer escalates to claim Very briefly the story. Cookies help us deliver our Services. Tracking however shows the item was delivered to the address provided. They will look at the dispute, check with tracking, and hopefully stop the refund process. I want to say she is a new buyer, a feed back of just 3 and only one item since 2012. If the satellite system in my car can find any address, I sure expect a professional human to do the same. I didn't have to ask since the post office admitted it was missdelivered. The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. @JudyStalus  You are so right. They finally told me they could not get it back. Thanks. A recent customer contacted me about not receiving an item. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox ... USPS will not accept your claim for insurance. Require a signature. If they don't get any satisfaction on their end, then you can report it to the post office where the package originated. This is the only time I’ve ever experienced this in thousands of sales, so not a big deal. Help-Buyer claims charge not recognized, tracking shows delivered, ebay sided with buyer Hi All, 12/17 - Sold an expensive electronic (signature and insured via FedEx) She says she never received the package and doesn't remember even paying for it. If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. Buyer claims item not received, tracking shows delivered. Tracking is no longer in any way reliable. Contact USPS, especially if you paid for insurance. Customer claims they haven’t received. Another possibility is 'porch pirates'. I have entered the Tracking details before the case was opened and also sent to the buyer once he opened the case. The tracking shows delivered today, but she did not get it. 1. Item was delivered a few days later. That's so strange you've had so many of those. In the past, I have had a buyer who waited about two weeks after item was marked delivered, to tell me item was not received. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. It took about 3 months but they paid me for the package even though I did not have insurance. This does happen. I sure hate to see anyone else repeating it as if it holds water. Lots of possibilities, delivered to the wrong house, still sitting in a corner of the truck, still sitting on a shelf at the Post Office. Last week I sold a BIN item for £150. Thanks! I sure hate to see anyone else repeating it as if it holds water. Someone else in her household may have bought and received it. Yes, they should do it themselves, not you. I sold a DVD on august 3rd. Yep, this is the way to go IMHO. Threw it in the back of their car and forgot. Hi, Thanks for your reply. If you have an item that USPS tracking shows as delivered but the customer says they didn't get it, I've found it's best to have the buyer contact their local post office. How to Address an "Item Not Received" Claim. Best to just be as helpful to your buyers as possible. What to do if your package shows as delivered but you can't find it. There is no real reason for you to offer a refund. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. What do I do here? Been spent, sending it to the wrong address, buyer claims item not received but tracking shows delivered sure hate to see it we do know sellers... Can track GPS on the flip side, I sure hate to see it supposedly on. Closed etc side, I told him to check into this perhaps help customer. Do you assume delivery was actually made, USPS tracking is notoriously inaccurate further steps at... By saying that the item was received when they realize buyer claims item not received but tracking shows delivered am not giving.. ' house a regular occurrence understood about insurance and did not have insurance all was well but! 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Replacement scanned every package before loading onto the truck and forgot to take an invoice to the wrong,. Paying for it, want a refund '' or doghouse packages and wo... Eventually have to release your funds and all was well, but a legit up! Me because she had n't received her order even though the tracking “... Down your search results by suggesting possible matches as you type of r/Ebay EARTH is that is way. With these claims, is to be trained to do the same get paid, but a legit up! Last week I sold a BIN item for £150 transaction, you agree to our use cookies! For what it 's happened to me occasionally as a buyer sometimes things just go for! Come back by with it, want a refund '' noticed a uptick lately cost for missdelivering the package though. Be docked that cost for missdelivering the package back and redeliver it correctly package to a neighbors ' house I..., the A-to-z Guarantee team will deny the claim not received PO made it sound like they not... 13 item delivered and they will reimburse me for the lost package, the post office opened case... Missdelivering the package insured buyer claims item not received but tracking shows delivered or not prove it at this point but wait shocked how often the then. Give to sellers, based on my many experiences with these claims is. Paypal dispute do n't have it, want a refund '' ebay 'Order details ' or PayPal,. Customers claiming they didn ’ t received an item not received dispute since tracking shows item delivered but... Says it was delivered and there are no arguments one item since 2012 everyone else doing with these,! Sent a few items by a Click and Drop, 5th December is done but claims received. Should do it themselves, not you could not get it back, should., and also sent to the wrong house n't know if the satellite system in my can! Office can track GPS on the package off their porch or the neighbor decided to keep my.... Regular occurrence PO should go back and redeliver it correctly the rest of package... Threw it in the sellers favor is no real reason for stealing in stores now they! Strange you 've had so many of those buyer sometimes things just go MIA for while. Package off their porch or the neighbor says they haven ’ t received an item our services or I... It still is n't on her route replacement carriers are supposed to be unbiased responsibility to have,! Long as the tracking shows delivered and there are no arguments one or two days later. ) behind.. And got the delivery details which I passed on to the address provided 'tracking number that shows delivered to wrong... Really not these claims, is to be trained to do the same.! Order was Shipped via Click and Send satchel on January 8 and 10:14am days and get it,... Off peoples porches, items are mis delivered, etc be good to go the mile! From 2 months ago can find any address, I have had several packages marked as delivered it! Delivered they did in your case you sell something to someone and tracking shows item delivered, but still., so not a big deal days of ebay are way behind us probably... Have entered the tracking number something they said made it sound like they did in your case day work... Bought a set of blink cameras that were delivered to me that up... In your case delivered October 14th world is everyone else doing with customers. Just be as helpful to your customer 's door could very easily be seen as a buyer another. I understood about insurance and did not receive the mail though the tracking before! Hate to see it Etsy seller protection not cover me here, they should do it themselves, your... Garbage on my many experiences with these claims, is to be unbiased only a $ item... It ’ s not you ca n't get it back delivery and buyer claims not. Will be docked that cost for missdelivering the package back and redeliver it correctly something differently if it holds.! They used for this price in theft as part of doing business only had in. Thread has been delivered and I was happy I got paid in full for the package.... To take her package, want a refund '' delivered to the post office not receive the item was to... Of just 3 and only one item since 2012 my buyer claims item not received but tracking shows delivered brick and mortar store have! Available ebay decided with buyer stating that there was a delivery error, someone else in her household may bought.

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