Buyer hasn't received an item

[m-and-c2006]

I have a buyer that purchased on July 8 , 2022 . I shipped out a medium flat rate priority mail box on July 9, 2022. post office received it and tracking states it left the post office at 4:04 pm that day. Buyer hasn't received the package and wants a refund. I can't find a number for ebay and I can't even get in touch with my local post office as everything is automated and of course when I give a tracking number it just says item is in transit. What should I do? Even if I give the refund still want to know where package is as I offered FREE shipping. Anyone have a number to call ebay . I have already went through all steps on Ebay chat and sent buyer the tracking number. 

[soh.maryl]

What was the last estimated delivery date as seen in the listing?

Have you mentioned to your buyer that the package appears to be traveling and that the USPS has been notoriously slow lately? You could ask if they mind waiting a few more days.  

[lightlily_arts]

Please contact eBay through their Facebook page or contact them through their Help Page

https://www.ebay.com/help/home

Get them to call you back

and request a 5 day extension on this claim since the tracking shows it's in transit.

[lakefor94]

Was that the last tracking scan? Recheck the tracking number from the USPS website and see what it says.  The. EBay tracking sometimes lags. 

Has the buyer opened a Item Not Received case or did the buyer just message you?

Don't call eBay!

[albertabrightalberta · Accepted solution]

I've found that when I file for "find missing mail" through USPS, packages magically start moving within their system.

https://www.usps.com/help/missing-mail.htm then click: https://usps.force.com/emailus/s/

[chevymontecarlo88]

You can go to the USPS site and file a missing mail report as well. This typically takes about 3 days to get info back but they will find the package in most cases. 

[m-and-c2006]

okay thank you I am in the process of trying to contact them now. 

[donsdetour]

Hmm try an intercept on item if it is worth the cost:

If fhe shippers site shows no movement you will have to refund if a case is opened.

Buy contacting ebay you will escalate the case. Just saying.

[lakefor94]

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@m-and-c2006 wrote:

okay thank you I am in the process of trying to contact them now. 

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File the missing mail report online

Complete A Help Request Form

https://www.usps.com/help/missing-mail.htm

[lakefor94]

You have a lot of suggestions here.  Don't be shy about asking  more questions after each step. 

[m-and-c2006]

Opened a case that she did not receive item asking for refund I have until 21 to comply. if I give the refund can I still open a missing mail peice with USPS?

[m-and-c2006]

i sent her the tracking info and told her i was sorry that she hadn't received her package yet but it was Priority mail and should have been delivered to her on the 13th of july.  i told her i would try to find out what happened to it for her. I shipped it out the next day after payment and it shows it left my post office on the 9th of july. I mean honestly it should be there by now unless something happened with the truck or something. I haven't heard any weather related issues either.

[lakefor94]

Dont give the refund until the 21st.  If the package is showing movement, you can ask for an extension on the 19th or 20th.

You did check the detailed tracking on the USPS site, right? Has it moved at all?

Another poster stated:

Please contact eBay through their Facebook page or contact them through their Help Page

https://www.ebay.com/help/home

Get them to call you back

and request a 5 day extension on this claim since the tracking shows it's in transit.

[downunder-61]

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@m-and-c2006 wrote:

Opened a case that she did not receive item asking for refund I have until 21 to comply. if I give the refund can I still open a missing mail peice with USPS?

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If you voluntarily refund the buyer before an INR is escalated to eBay and the item is delivered within 30 days of the case being closed, you are eligible for reimbursement from eBay on appeal.

More details on how eBay is currently handling INR’s, including extensive details and documentation, can be found here

[m-and-c2006]

thank you for the info. after all of this , she then stated she did receive package but it had not been scanned apparently by USPS. Then she wanted a refund after she stated it was not what she thought it was. I specific stated that this item was being sold AS IS and there were no returns. also wanted me to send her a prepaid shipping label to return to me. I told her to reread listing as the buyer pays for return shipping.  not to mention the listing had FREE SHIPPING Included. anyway just a big fiasco.  So I have just refunded her money and hopes that she returns my merchandise . it took me all day yesterday just to deal with all this going back and forth. Im not sure Ebay is worth it anymore!