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Missing Mail Search..What Now
I sold an item that first showed as physical damage, now it has gone missing. The buyer initiated a Missing Mail Search Request with USPS.
im pretty sure I bought insurance but of course I can’t navigate EBay’s app to confirm this.
What happens next? Do I send a refund? If I do have insurance (where can I find that) do I have to file a claim with USPS?
7 comments
ahetzler
OP1 year agoSo to update, I was able to speak with USPS. The buyer initiated the Missing Mail Search. So any updates will go to him, not me. He is looking to cancel the order because it was supposed to be a birthday present for his son and won’t get there in time. If he requests to cancel the item and I grand the refund, who will they send the item to if the search is successful? I have to wait -5 days before I can file an insurance claim.
comics-scifi-collectibles
Mentor1 year ago@ahetzler. The package will be sent to the buyer. The same as if you had filled the missing mail search.
If they haven't filled a not received refund request case yet then I wouldn't refund just yet.
If they don't file a case then ask them to refuse the package. It will be returned to you and then refund after you get it back.
ahetzler
OP1 year agoAnd if they file the refund request do I sheet option to hold off approving the refund until they either refuse the item (if it gets delivered) or I file an insurance claim after the 15 day period is up? I don’t think this buyer is untrustworthy, and they deserve to be made whole, but I want to protect my stake in this too.
comics-scifi-collectibles
Mentor1 year ago@ahetzler. If they file an official refund request case then you need to refund no later than the 3rd day after the case is opened. If you don't then the buyer can ask eBay to step in and force a refund.
IF tracking shows movement after the case is opened you may consider contacting customer service and asking for an extension on the case. eBay only does this if there is tracking movement that shows on the eBay site.
Feel free to ask questions once the situation evolves as there are several " what if" scenarios
Here's how to contact customer service AFTER the refund request is filed for an extension of the case
Here's how to contact eBay general customer service:
eBay agents are working from home so you have to request a call back or live chat.
1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
2. Request a call back
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
comics-scifi-collectibles
Mentor1 year ago@ahetzler. I forgot to say that if eBay forces a refund from the refund case that you get a Defect and don't get your sellers fees back.
ahetzler
OP1 year agoThank you. It appears that the buyer had already filed the missing mail search. I need to get my USPS account fixed because I can’t access it directly with USPS. The tracking has shown that the item was recieived at my local post office on May 7 (even though it was picked up May 5). Then made it 35 miles away to the closest major city. And then appeared with damage and has not moved since.
comics-scifi-collectibles
Mentor1 year ago@ahetzler eBay labels come with $100 insurance except for media mail. If your buyer files a not received refund request then you do need to issue a refund.
Go to USPS website and review the detail tracking info.
On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.
Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry
Contact your buyer. Keep all contact inside the INR filed, or eBay messages if a case has not been filed yet, so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.
If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.