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Missing Items in USPS - What If They Show Up After Refund
I haven't had to deal with issuing a refund for items that have been lost in the mail. I currently have a few items that have been "delayed" for about 2 weeks now. The customers are now requesting refunds as it's been over a total month since shipping. Do I pay the refund out of my pocket? If I do, what happens if the items end up showing up with the customer? Do they get the items free out of my pocket? I called the USPS and they said to file an insurance claim but that can only be done by the customer. The customer is just wanting a refund from me and isn't going through USPS.
2 comments
comics-scifi-collectibles
Mentor1 year ago@tpuck99 YOU are the customer since you purchased the label. You can file the insurance claim on USPS.com . Insurance is for the seller , the buyer is covered by the eBay Money Back Guarantee, which means that you refund the buyer out of your pocket and wait for an insurance payout if any.
If the buyers have filed refund requests then you need to issue a refund no later than 3 days after the case is opened. If you wait then the buyer can ask eBay to step in and FORCE refund, you get a DEFECT and you don't get your sellers fees back.
IF the tracking shows recent movement then you can contact CS and ask for a 10 extension, but that doesn't sound like it applies since it's been over a month since you shipped.
FOR FUTURE REFERENCE>>
As a fellow seller I understand how frustrating postal delays can be. This is how I handle the situation.
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.
lady_madonna
Mentor1 year ago@tpuck99
If the buyer(s) file a Refund Request on Ebay due to Item Not Received when the estimated date of delivery has passed, you will be obligated to provide a refund. If the item shows up after they buyer has been refunded, the buyer is not required to return the item or repay.
Either the sender or the recipient may file a claim for insured mail that is lost. The person filing must have the original mailing receipt. (which would be you)