I had a customer place a order I shipped it out and the tracking took it all the way cross country where it was going, but the customer sent message stating they never received it. So I filed a claim with UPS and they said they investigated it and the package was lost and they were going to take care of it as in payment to eBay. But the customer said they would like to receive a replacement order and I'm not sure what to do. Should I give them a refund and then they can reorder or should I ship...

You and your buyer are having a transaction. Ebay only made a shipping label. So, you can refund the buyer. Because as seller you are responsible. The money from your claim with the UPS has to go to you, not to eBay.

Need Advice 'seller' package lost I filed a claim | Ask a Mentor

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