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Buyer Requested a Refund because They Have Not Recieved Item
Summary: timpanzee122 is seeking advice on handling a refund request from a buyer who hasn't received an item, shipped via USPS and now delayed. jacbarcollectibles suggests adding the tracking to the case notes to potentially gain extra delivery time and mentions that eBay might reimburse the refund if the package eventually shows as delivered. timpanzee122 inquires further about whether the buyer keeps the item. eastlaneave recommends waiting until the deadline to issue a refund and filing a missing mail report with USPS.
Hi,
Looking for the order of operations to handle a Refund Request. The buyer has reported they have not received the item and would like a full refund.
The item was shipped on time and shipping was purchased through ebay for USPS. Tracking shows the item was recieved at the post office on August 31 and Departed on Sept 1. There were no USPS given until Sept 11 and the package is still en route. This is past the originally scheduled delivery date.
1. Am I obligate to refund the item if it's still on the way, but late due to USPS? Now that there was an update to shipping it shows it's still going to arrive.
2. With the refund request submitted, I have 3 days to resolve the issue. If I issue a refund now, how can I guarantee the buyer returns my item?
3. How do I protect my seller review status? I've communicated with the buyer the whole time and opened a case with USPS to try a push this item along.
Thank you,
Tim
jacbarcollectibles
Mentor3 weeks agoIf the tracking is showing that the package is still moving through the system you need to enter the tracking number into the case notes and eBay should give you a few extra days for delivery. If you do have to refund once the tracking shows the item delivered eBay will pay you back for the refund you made.
timpanzee122
OP3 weeks agoJust so I fully understand. Ebay will pay me back for the purchase price? Does the buyer get refunded and get to keep the item in that scenario?
eastlaneave
Mentor3 weeks ago@timpanzee122
Don't refund until you have to.
There will be a deadline in the case, you want to refund right before the deadline.
Meanwhile, file a missing mail report with USPS
https://www.usps.com/help/missing-mail.htm