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not more tracking updates on a order
I sell this order with a high value. The tracking history stops updating. I contacted the post office and they said there was a problem with the label and they don’t know where the package is. The buyer hasn’t sent any messages or complaints. Has anyone experienced the same issue? What should I do?
2 comments
comics-scifi-collectibles
Mentor3 weeks ago@thesquishystore Depending on how late it is I would contact the buyer and let them know that you are checking on the package. I have had buyers say they only waited to file a not received refund case because I reached out to them. All of my items did finally arrive.
I would file a missing mail search if the tracking is not updating for more than 7 days after shipping .
If the buyer files a not received refund request case then you will need to refund the buyer and file a postal insurance claim for lost package.
If the item arrives AFTER you refund the buyer from a not received case then you may be eligible for seller protection>>
If you ship on time and refund the buyer when they ask through a INR refund request then you do qualify for Seller Protection if the item finally arrives IF you use an eBay shipping label. See this notice>
https://www.ebay.com/sellercenter/news/2025-september/inr-policy-updates
If the buyer files an INR case and tracking shows movement then you can ask eBay to give the item more time to arrive.
Contact customer service on social media using a PRIVATE message and ask for seller protection as stated in the link I shared> https://www.instagram.com/ebayforsellers/
fashionsandbeauty4u
Mentor3 weeks ago@thesquishystore
I would go to the USPS site and request tracking updates via text or email. This is different than filing a missing mail claim.
Once you have those updates, you will know better where you stand. If tracking shows no movement in the past ten days, the Buyer can be eligible to open an Item Not Received refund request on eBay.
If it is past the estimated delivery date and the package hasn't moved, your would need to refund the Buyer from that request.
If you used an eBay label and the package is delivered after your refund, eBay might reimburse you.