Missing package USPS

Question

Hii! I have a package that hasnâ€™t arrived to the customer and already contacted PO and started a missing mail request but is about a month now and havenâ€™t heard anything back from PO or know where the package is. Should I refund the customer now before she opens a claim on eBay or should I start my claim to USPS first and wait?

thank you for your help.

mr_lincoln · Answer

Hi @agora_market25

-Do not refund the customer unless they open a claim through eBay that they did not receive their package.

-They only have 30 days from the original estimated delivery date to file that claim, after that they have to file a dispute with their funding source for a refund.

-If they file the claim you can refund them through the claim. Make sure tracking is uploaded to the claim.

-As @mudshark61369 mentioned, keep pursuing things with USPS, your item is one of a gazillion in their system so you have to keep on them.

-If you printed your shipping label through eBay and if you wind up refunding the customer through an official claim AND if the package is eventually delivered eBay will reimburse you for the sale. The just implemented this new feature recently for additional Seller protection when 3rd party carriers fail to deliver in a timely manner.

mudshark61369 · Answer

@agora_market25 ,

You have to keep on the USPS' rear end sometimes. If you called their customer service phone number keep calling them but have your case # ready. If your package disappeared after leaving a facility ask the operator to send a package search request to that facility.

Do keep your customer in the loop.