Buyer wants refund due to no updated tracking and no item delivered. | New to selling on eBay

extratoast3d · 2024-06-07T20:58:24.786000Z

I am a new Ebay seller and I shipped out an item from Sacramento to New Mexico through FedEx Economy Ground Shipping (label bought from Ebay) last 5/27/24, and no updated tracking since last Friday 5/31/24. It is now 2 days passed the supposed delivery date of 6/5/24 and being labeled as "Shipment information sent to U.S. Postal Service" with no updated information. I've tried putting the tracking number on the USPS website and no show at all. I have apologized and explained to the buyer that I have no control over with the shipment and have tried to contact FedEx, but it is always an automated message with no help with a representative. Buyer has now requested a refund due to order not received and I have till 6/12/24 to respond to the request. I'm afraid I'm going to be forced to fulfill the requested refund at the deadline with the item being delivered later this month leaving the buyer with a free item. May I know what I can do with this situation?

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Buyer wants refund due to no updated tracking and no item delivered. | New to selling on eBay | eBay Community