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Item not received a buyer
Hi. The buyer purchased a black Coach purse from me on March 11. I shipped it either the same day or the 12th. I don’t remember which. The buyer purchased priority mail. She contacted me on March 30 saying the item had not been received. I did some research and according to the USPS the purse has been stuck at a USPS warehouse since March 16. I spoke a USPS supervisor at the post office who checked and indeed there has had no movement since the 16th. I filed a missing package report through USPS on April 6. There has still been no movement of the purse. The buyer and I have been working together, gratefully she’s been very patient. She’s now requested eBay‘s assistance. Which I completely understand. The part that I question is that she gave me positive feedback saying, “ Super fast shipping, securely packaged, exactly as described, love the bag, thanks”. She wrote that feedback before she claimed the item had not been received. I questioned her. She stated that she had ordered two black Coach purses the same day and mistakenly gave me feedback. I’m wondering if her feedback will make an impact on eBay‘s decision as to whether or not to refund her. I’m sure eBay can check to see if she indeed ordered two purses. Is that something they will look into? I hate to think she’s trying to scam me as she seems like a great person per her message interaction with me. But I don’t wanna be scammed if that’s what she’s trying to do. How do I contact eBay to let them know my concerns? I’ve tried with the AI Chat bot and was told the case is pending. What do I do now? Thank you so much for any help you can provide.
fashionsandbeauty4u
Mentor5 months ago@pamspastnpresent
If the Buyer opened an Item Not Received refund request on eBay, you only have three business days to respond with either a valid tracking number showing it's in transit or a full refund.
If you don't respond on time, eBay will step in and force the refund from your funds. You definitely don't want that.
If you used an eBay label, and if you refund her from her case, once the purse is delivered, eBay should reimburse you.
At this point, she really is entitled to a refund.
pamspastnpresent
OP5 months agoThank you. I did reply with the tracking number within the three day period. I did inform the buyer if she does receive the package after I refund it that eBay will refund me. She said she would definitely let me know if she receives it. I also plan to pursue a claim with the USPS.
comics-scifi-collectibles
Mentor5 months ago@pamspastnpresent The tracking is only to PROVE delivery, then you win the case. You are not going to win this case since the tracking is not updating and the package appears lost. You need to refund BEFORE eBay steps in or you will NOT qualify for the Seller Protection and you will get a Defect. Defects seriously hurt your account.
You need to select issue refund from the case NOW.
pamspastnpresent
OP5 months agoCrap. I just tried to refund the buyer, it’s too late since the case is pending. I wish I would’ve known of this community sooner. Thank you for all your advice. I really appreciate it.
comics-scifi-collectibles
Mentor5 months agoBummer! Come back anytime you need help.
Just be REALLY careful not to get anymore defects or your eBay selling carrier will be over. You're allowed 2 cases closed without seller resolution within an evaluation period, or 0.3% of your transactions – whichever is higher. If you have more defects for any reason then you are Below Standard which has higher fees and is next to impossible to dig yourself out of.
You can get defects from not responding to refund requests and issuing a return label or a refund. You can also get defects if you cancel an order as out of stock damaged.
Seller Standards
comics-scifi-collectibles
Mentor5 months ago@pamspastnpresent Feedback has no affect on the refund request case.
You should refund the buyer from the request before eBay steps in and forces a refund on the 4th day or you get a defect and do not get your sellers fees back.
If the package is found and delivered to the buyer after you issue a refund then you may qualify for Seller Protection and eBay refunds you. See this page> https://www.ebay.com/sellercenter/news/2025-september/inr-policy-updates
OR you file a postal insurance claim.
pamspastnpresent
OP5 months agoThank you for your information. Is it too late to refund the buyer now since eBay has already stepped in?
comics-scifi-collectibles
Mentor5 months ago@pamspastnpresent Hopefully you can still issue the refund yourself to avoid a defect>
To issue a full refund