Buyer return lost in transit
Summary: josnel67 shared an issue with a customer's returned package being lost in transit after the item was reported as damaged. They were advised to check USPS tracking and request updates to possibly "shake loose" the package. josnel67 is unsure whether to issue a refund or wait for the package. Despite being advised by eBay to hold off, other participants warned that eBay might still require a refund. The discussion included differing opinions on the effectiveness of filing a trace with USPS, with some seeing results while others were skeptical. A final update from josnel67 indicated the situation had been resolved with eBay's help.
A customer ordered a package, the package was heavily secured to make sure there was no damage possible in transit. The customer received the item and said that it was damaged upon delivery. I simply approved the return anyway. They've shipped the item, but the package appears to be lost in transit. eBay says that this is the last day for me to give a refund so but I haven't received the package so I issue a refund anyways or hold off until I possibly get the package delivered? the package was insured and a claim was already submitted for it being damaged in transit
inhawaii
·1 week agoI may be wrong, but I was under the impression...
If the return package does not reach the seller in the allowed time, no refund and case closed in sellers favor. Am I worng?
rokkworks
·1 week ago · EditedAs I understand it - The seller has to refund as long as the returned item’s tracking number has entered the mail stream, however…
The seller can claim the USPS insurance if the item is lost in transit.
I do have a question for @josnel67 - did you actually see this particular return coming back to you in your USPS informed delivery, if you have informed delivery?
gurlcat
·1 week agoVery important question, but if they don't have Informed Delivery I bet they have no idea what it is.
powell-collectibles
·2 weeks agoYou just refund. Buyer did his part by returning it to you, and it isn't his fault that it is lost in transit or severely delayed. No, it isn't fair to you, but you take the risk because you are the seller and can/should incorporate these issues into your pricing.
josnel67
OP1 week agoActually, that's not correct. I spoke with eBay directly, and they confirmed I'm not at fault or liable in this situation. Since I reported the issue to them, I don't need to take any further action, and my account won't receive any defects because this is out of my control. They're also monitoring everything on their end.
What eBay did was place a hold on the order to give their system time to recognize the package as lost, since its tracking location keeps showing up in random parts of the U.S. Once that period ends, the case will be fully dismissed.
jonathanbrightlight
·1 week agoOther sellers have come here saying they were told the same by eBay CS, and then it turned out not to be true. You will almost certainly still be forced to refund.
gurlcat
·1 week ago · EditedDo you actually see this "hold" in on the Return Details page @josnel67 ? The phone reps give false assurances all the time, then the software does what it was programmed to do (snatch your money and give you account strikes for not issuing a refund voluntarily). -That's what will happen to you, unless there is something you can see in writing that states otherwise. The phone reps' words are worthless.
mam98031
·2 weeks agoIt is very good that you package your items well. However carriers make mistakes and often times it can result in damage to items, even those that are packaged extremely well. I once received a package that literally had tire marks on it.
mam98031
·2 weeks agoWhy did you wait this long? Is there movement on the tracking? If there is movement in the past 7 days, contact Ebay right away and get an extension on the Return request so you have the opportunity to get the item back before refunding. If it has not movement, then likely you need to refund by the end of the day.
josnel67
OP2 weeks agoIve been trying to resolve this for 2 weeks. Yes there's movement on the package, but it just keeps going to random distribution centers across the country. I've filed for a trace 2x with usps and nothing changed. Ive talked to Ebay they told me to just file a claim, i'm trying to get back in contact with them but i'm unable.
mam98031
·2 weeks agoAt the top and bottom of every page in Ebay are links to contact Customer Service.
There is not just one way to contact Ebay and there has always been multiple ways to get in touch with them. I hope you will save this information as it can come in handy from time to time. At the very bottom is a link in which you can request Ebay to call you.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://www.instagram.com/ebay/
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT or ask an Agent to call you, in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
From this link you can request Ebay to call you in the USA. The option is available when Staff is available to respond, so NOT 24/7/365.
https://www.ebay.com/help/home
josnel67
OP1 week agoThis helped the situation is now handled, thank you
powell-collectibles
·2 weeks agoFiling a trace does absolutely nothing, other than get a notification to you, which is duplicative to what you can already see online. Some while swear up and down that filing and communicating with the USPS "shakes a package loose," which is ridiculous. There is no USPS delta force hunting for your package. The best evidence that the believers have is that "sometimes" it will work if something has been stuck for a few days. Know what else sometimes works? Doing absolutely nothing. A package stuck for a few days is likely to "shake loose" on its own.
mam98031
·2 weeks agoIt has worked for me for many years and it has helped me to recover packages. Because it doesn't work for you or because you don't use it because you assume it won't work for you is completely different. I'm sorry you have had that experience. But for others it can be very helpful.
It is fine that you don't agree, I have no problem with that. But there are many sellers that have used it and it does help them so I share the information. As is always true, anyone is welcome to take the info and use it or discard it. Members choice.
powell-collectibles
·2 weeks agoI’m p it isn’t if it does or doesn’t work – it just has to impact. I could say that I throw salt and pepper over my shoulder when I have a lost package – and if it turns up in a few days, I wouldn’t attribute that to the salt and pepper. It’s just weird – I don’t know why people think that there is a Delta force of USPS employees hunting for packages. It makes absolutely zero sense – it is a knitting circle supposition.
I want to ask folks in a post why they thought this worked. The typical response was some people think it works because sometimes it does. That’s it. Nothing on the how and why and the mechanism etc. – just that sometimes it works so it must work. Never mind the packages left for a few days are just bound to show up in most cases – I wouldn’t call throwing that Salt-N-Pepa over my shoulder “working.“
gurlcat
·1 week agoI'm on a low sodium diet -you think Mrs. Dash would work too?
powell-collectibles
·1 week agoNot for a lost package. You would use that if something is bouncing around from DC to DC. With as much experience as you have, I would’ve thought that you’d already know that.
mam98031
·2 weeks agoThere are things a seller should do immediately when they see that a package is not moving like it should. A seller should do this even if the buyer has not reached out to them with a delivery issue or filed and INR.
First go to USPS and call up the tracking number.
https://tools.usps.com/tracking/
Once you call up the information, now sign up for the UPDATES you can get via Email. This act alone for some reason will shake a package loose from time to time. IDK why, but it has been known to happen.
After you take care of this. Now go and file for a TRACE on the package. You can file these after your package is delayed more than 7 days.
https://www.usps.com/help/missing-mail.htm