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International Order - Package MIA
I don't know how to handle this inquiry from a customer about an International order. They have not yet received the item and have asked me to investigate. I've read that my responsibility ends once an item reaches the hub, but what if it's lost before that?
Item was purchased on Feb 8th. Item was shipped on Feb 9th. However, on Feb 11th there's a Processing Exception for "Regional weather delay". And nothing beyond that date.
The amount is close to $120.
1. Am I responsible for refunding this customer for an item lost in shipping? or do I refer this to eBay... and if so, exactly how do I do that?
2. If I refund the customer am I covered at all by any sort of seller protection program by eBay... and if so, how do I get reimbursed? Not to mention, how does the customer get reimbursed then for the extra amount they paid for the shipping??? (the money I never received)
Apologies if these are questions I should know the answers to. I seldom if ever have any issues so I'm embarrassingly naive about some of this stuff... 🫤
Thanks in advance for any guidance!
daffydiva
OP5 months ago@evry1nositswindy Thank you so much for your help and for enlisting some additional advice. MUCH appreciated!!
@comics-scifi-collectibles Thank you for explaining what I'll need to do about the VAT should worst case prevail... the package is lost forever. Fortunately I have the absolute nicest customer who understands these things just take time. There is one thing I'm almost embarrassed to admit to. In ALL my years of selling I had no idea there was something beyond requesting updates on tracking in the hopes that would shake something loose. A missing mail search? OMG! How did I not know about that? I filed one.... my first in almost 20 years of online selling!! I'm dying of curiosity to see if there's a positive outcome and the package gets found. 🤞🤞
My gawd, my packages are bright burgundy metallic mailers... they pretty much stand out in a crowd. USPS would have to work REALLY hard to lose one of my packages!!
Anyways, many MANY thanks to the both of you!!!
evry1nositswindy
Mentor5 months agoThis is quite a complicated case and it is nice that you have a patient buyer. I'm going to tag another mentor to get another perspective on this. @comics-scifi-collectibles
comics-scifi-collectibles
Mentor5 months agoThat's a great question! I know some sellers have made the mistake of refunding for EIS orders and only the amount the buyer paid them is refunded. They then contacted customer service to have eBay correctly refund the buyer.
I would file the missing mail search ASAP.
I would refund the buyer from an INR case if they don't want to wait for the missing mail search. You would only be refunding what your buyer paid YOU. As @evry1nositswindy said you are responsible for the delivery until it reaches the hub.
Then contact CS to refund the rest.
evry1nositswindy
Mentor5 months agoSorry it took so long to get back to you @daffydiva . I had to work. Has the buyer opened an item not received case or are you being proactive? Hopefully it will be delivered to the hub so then you are off the hook. If no movement, you can open the missing mail case. If the buyer opens a case, yes, you would have to refund. Your fees would be refunded to you. I'm not sure what you mean by extra shipping the buyer paid.
What is the estimated delivery date to the customer?
daffydiva
OP5 months ago@evry1nositswindy
Goodness... nothing to apologize for. I'm just grateful for any help at all!!
The buyer has not opened a case, just inquired about the missing package and asked if I could help. So absolutely I'm being proactive. Really nice customer and I feel badly they don't have what they purchased. Since it's now been a full month with NO movement, I seriously doubt the package will show up at the HUB suddenly. Stranger things have happened, but I'm not holding my breath. I'm pretty sure I'm on my own with this missing package.
I did check about filing a lost mail claim with USPS but apparently I have to wait 45 days before I can do that. Altho it's an order for an international customer, the shipping address for the HUB is domestic, so another 2 weeks before I can even start that process.
As far as the extra fees the customer paid? This is where I'm confused I guess. I've only received my standard US flat rate shipping charge. The customer, on the other hand, has paid an additional $20.30 in VAT charges to eBay.... money that hasn't passed through me. If I do a refund, does the VAT get reimbursed automatically?? Or is there some extra step I need to take thru eBay for the Vat to get reimbursed also???
Forgot to add... estimated delivery date shown to customer: Feb 24, 2026 - Mar 3, 2026 🙁
Thanks so much for any and all help. It's greatly appreciated!!
evry1nositswindy
Mentor5 months agoWhat city does tracking show? Go to the USPS site and sign up for text/email updates. Sometimes that shakes a package loose. I always pass along those updates to my buyer. You can also click on find my missing mail https://www.usps.com/help/missing-mail.htm and start a search for it. It is best to keep the buyer updated. If you shipped through EIS, once it is delivered to their hub, you are no longer responsible. Until then, you are.
daffydiva
OP5 months ago@evry1nositswindy
Thanks for your help. I'm pretty sure it has not reached the hub. Last city is Portland Oregon on the 10th, and then that weather delay on the 11th.
I will do as you suggest and sign up for USPS updates... and cross my fingers.
BUT, let's say worst case, I need to refund this customer.
1. Is there any seller protection program that covers my loss? And if so, how do I take advantage of it?
2. HOW does the customer get reimbursed for the extra shipping charges they paid that I didn't receive???
Thanks again