USPS Lost Item/Theft - Seller Refund?

Question

A buyer is saying the item I shipped was never received and states it was lost or stolen by USPS. They have now opened a request for a refund.

My tracking says it has been delayed in transit.

I shipped the item as directed via USPS. If they lost the item, should they not be responsible for the refund and not me?

What else could I have done differently?

wooden_flower · Answer

@najeff_74

If there is recent movement on the tracking, you can ask customer service to allow a bit more time for delivery. If there is no recent movement, you should refund within the 3 days allowed, then file a claim with usps as soon as the shipment is eligible for a claim.

You are responsible for the package until delivery, so you owe the buyer a refund if lost or damaged. The insurance protects you., so you file the usps claim.

https://www.usps.com/help/claims.htm

To speak to customer service, use the link on the right side of this page â€œhave us call youâ€ - https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

If you don't see 'have us call you', click chat. Then type contact an agent.