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item stopped tracking / buyer wants refund
I shipped an item 10 days ago and it suddenly stopped tracking. Buyer wants refund; however she refuses to "go through the hassle" of contacting ebay to report item not received. Shes already left me a negative comment and demanding a refund. How should I handle? Thank you
4 comments
inceptions
Mentor2 years agoHi @sheshedthredz2
See this link:
https://community.ebay.com/t5/Announcements/USPS-slow-downs-and-recent-weather-delays/ba-p/34399147
If the buyer doesn't revise the feedback, but tracking shows that the package is still on the way, you can contact eBay and ask them to consider removing the negative.
https://www.ebay.com/sellerhelp/feedback
comics-scifi-collectibles
Mentor2 years ago@sheshedthredz2 The buyer doesn't have to file the refund request. You would lose it anyway since tracking is not showing movement or delivery.
Just go to the sold listing on a computer and select send refund from the drop down menu next to the sold listing. After you refund the buyer message them and ask if they would please consider revising their feedback and apologize for the post office losing the package. If they say yes then send a feedback revision request option is next to the feedback she left on your page.
Next you can file a postal insurance claim for lost package on the USPS site.
FOR FUTURE REFERENCE>>
When I see that a package is running late or "stuck" somewhere the first thing I do is sign up for text updates and let the buyer know that I am checking on the package and thank them for their patience.
If the package is 5 days late then I file a missing mail search for it.
I have had buyers tell me that they only were willing to wait longer for their item and not file a not received refund request because I kept them informed. I have had packages go on weeks long "walk abouts" in the totally wrong direction and never had a buyer file a not received case. I always thank buyers for their patience and assure them that they will receive their item or a full refund. My buyers are always willing to wait for the item.
IF a buyer DOES file a not received refund request you MUST refund them before eBay forces a refund from your account or you get a DEFECT and do not get your sellers fees back.
If the package finally arrives then you can reach out to your buyer to repay you.
sheshedthredz2
OP2 years agoThank you. I sent refund and requested negative feedback be removed. I dont expect her to do the right thing if/when item shows up. She's THAT Karen
comics-scifi-collectibles
Mentor2 years ago@sheshedthredz2. She has 10 days to revise the feedback. If she doesn't then AFTER the 10 days are up respond to the feedback. " Sorry the post office lost your package. A full refund has been issued. Thank you for shopping with me. "
I know that's not what you'd like to say but the comment is for future buyers to know that you take care of your customers.