Item hasn't arrived

Question

I sold an item and shipped it using Ebay shipping label. It has not arrived to the buyer and has been stuck at one spot for a week. The buyer opened a case, which has the money on hold in my account, but I don't know what to do since I shipped the item and it isn't my fault if the post office is terrible.

I can't get any answers from the automated chat.

Does Ebay normally refund the customer, or am I out the money? That would be terrible since I sent the item and used the Ebay shipping that I paid for.

If this has happened to anyone else, please let me know how it was resolved.

Thank you!

ferncliff-39 · Answer

@nightsb

Sellers are responsible for delivery of the package, not matter what carrier you use or how terrible they are.

You do need to respond to the case, as it will close in the buyer's favor if you do nothing. The case will show you how many days you have. Did you upload the tracking# to the case for starters?

Have you filed a request with USPS to find the package - sometimes that's all it takes to shake it loose from wherever it's stuck. Do the Help Request first to get it started.

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

Contact eBay CS and ask them to extend the case timelines while you try to track down the delayed package. When you're in the chat bot, keep typing AGENT at the bottom until you see the options to request a call back or have a live chat.

If that doesn't work, try this:

https://www.ebay.com/help/eua?id=5275&mkpid