Buyer Shipped, Package Lost, No scan after inital scan.
Summary: hw9557 is facing an issue with a USPS shipment that hasn't been scanned or delivered since July 30, and has opened a missing mail search request. They asked for advice on refunding the buyer and potentially reclaiming lost funds. dbmm-media recommended refunding the buyer and filing an insurance claim, while mam98031 highlighted the importance of understanding eBay's Seller Protections. Several participants discussed strategies such as contacting USPS for updates, and the importance of getting packages scanned upon deposit. bashort shared a proactive approach to handling Item Not Received cases, emphasizing customer service and minimizing complications. The conversation explored various experiences and tactics in dealing with such shipping issues.
I have a question....
I have a buyer that purchased a pair of shoes, and I shipped it July 30, 2026.
Tracking shows. 7/30/26 Shipping Label Created, USPS Awaiting Item 3:36 PM
7/30/26 Shipment Received, Package Acceptance is Pending, 4:28 PM
Nothing, not a scan or anything up until today 8/14/26
I opened a missing mail Search Request on Monday August 10.
I have been in communication with the seller, and let her know I opened the missing mail search on her behalf.
It's Aug 14, There is a notation about search request initiated.
I have all my packages scanned and get a receipt. I have 4 packages, used a bulk shipping sheet. The other 3 packages have been received, no problem.
I have the receipt.
Ultimately, If the package is lost how do I handle it. Do I have to refund the buyer and take the loss, or is there another path, where I can get it covered. The item price is including the shipping paid by seller is $40. /shipping is $10.75 of the $40? Ground Advantage.
I was reading in ebay that the buyer should contact seller, and get a refund.
So I did all the right moves, on time ship and scan. I do have the receipt for the day's packages, but it is bulk receipt. I looked up the other ordered shipped and they all scan again after that and moved along.
I want to do the right thing for the buyer, but I did everything right on my end. Help!
bashort
·2 weeks ago · Editedebay has made it to where I do not mind a INR one bit, if a buyer inquires about a late package I tell them to open a INR , refund asap and tell them if they still want the item they need to repurchase it. Outcomes that I have had doint a INR this way are
1. buyer repurchases and the original item is later delivered, I get 2 sales instead of one and the buyer gets one paid and 1 free.
2 buyer does not repurchase, item is later delivered, I get reimbursed buyer gets item free.
3 buyer repurchases, original item never delivered, I collect insurance, and make a additional sale doubling the profit on this sale ,buyer gets the INR resolved very quickly.
4. buyer does not repurchase, insurance filed and collected, item later delivered, buyer gets item free, I get reimbursed by ebay and double my money on the deal.
The very awesome thing is that once the refund is made a return is no longer possible and all metric damage is absolved.
I see no reason to contact ebay, contact the buyer, file a missing mail report or delay.
There is absolutely no downside to doing a inr this way, only upside
sam-sim
·2 weeks agoVery similar thing happened to me with 3 recently shipped packages. I have 3 distinct tracking numbers on the ebay-usps labels, and those tracking numbers appear on the USPS receipts, HOWEVER, it appears the QR codes all map back to ONE tracking number, not 3 different ones. AND, USPS shipping is done by reading the QR code (not the printed address on the package) so it appears all 3 packages will be received by the same person!!! what a nightmare. I just got back from USPS office and they say to contact ebay, something wrong that the same tracking number is getting put on the QR codes which differs from the numerical tracking number. Hard to believe. (I think I got all those facts right.) I was just about to embark on the (impossible) task of finding someone in ebay to report this to but in the meantime I am NOT using USPS shipping on ebay. Any ideas how we can get ebay attention on this?
christworks
·2 weeks ago · Edited@hw9557
You didn't do "all the right moves." You failed to ensure there is an acceptance scan. It looks like you used a scan sheet, which does not protect you on eBay nor will you have any luck claiming insurance. If the buyer opens an Item Not Received and you cannot show it was delivered, you will have to refund the buyer. You can try to get the insurance based on the package being lost, but unfortunately USPS will not honor claims without an acceptance scan. I'd still try. Maybe you get someone new reviewing your case who approves it.
I always get my packages scanned, even if I have to go through the line twice. The only exception is if I have low dollar orders, I'm okay taking a calculated risk on those and I understand the consequences of that risk.
Edit: Lots of bad advice being given here in terms of filing for insurance. Insurance is not paid out without an acceptance scan.
tobaccocardyahoo
·2 weeks agoI usually have good luck with missing mail searches, Perhaps one package lost every year and a half.
There is an excellent chance that your package has been misrouted or left in an empty bag or container, and will be found.
If the buyer opens an INR claim, you should voluntarily refund and file the insurance claim after you refund.
beautifuljewelrynyc
·2 weeks agoI usually contact USPS by submitting an inquiry instead of filing a missing mail search (as per my experience, missing mail search never works to locate a package.).
Destination post office will response in 3 business days after receiving inquiry. If no response from them, you may try to contact USPS Consumer Affairs(your local post office has the phone number) who have more power to communicate between destination post office/departing post office/distribution centers.
If the package were not located after investigation, file a claim. After approval, USPS will send a check for item value + shipping postage.
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
If your buyer has NOT contacted you about a late delivery, do NOT contact them. Gather the info and try to get the package moving and delivered. Do not create a problem where none currently exists. You will likely pay a price for doing that. However if your buyer has reached out to you, be transparent and honest with them. Tell them what you see on the tracking and that you have filed for a Trace on the package. It will typically take USPS 48-72 hours to reach out with an update. Assure the buyer that you will keep them updated as you gather information. This will go a long way to keep the buyer calm.
warrenshobbies
·2 weeks agoContact your buyer and let them know you are ahead on this and not playing from behind. ignored problems never solve themselves.
mam98031
·2 weeks ago@warrenshobbies Great advice, but ONLY if the buyer has reached out to the seller asking about where their item is. If the buyer has NOT reached out to the seller, then the seller should not make the buyer aware of the issue at this time. That is inviting problems that are not necessary and/or the buyer may file a claim.
The seller should definitely proactively work the issue in the hopes they can get it resolved BEFORE the buyer ever finds out there was an issue. Then everyone is happy.
warrenshobbies
·2 weeks agoOh my. 15 days have passed since this item was shipped and this post was made, 17 days today. The buyer knows there is an issue. A simple message stating you see that this hasn't been delivered and you have a USPS search and will get this resolved for the buyer avoids them feeling ignored and searching for how to open an item Not Received case. A little bit of customer service goes a long way.
hw9557
OP2 weeks agoShe and I have been in along the way. I opened the missing mail case. That's taken care of. It's how do I get her a refund, but I also want my money back.
My questions is how do I instruct her to open a case, and me be able to re-coop my money on transaction.
mam98031
·2 weeks agoShe does NOT have to open a case for you to refund the buyer. You can go to the order and then click on the drop down menu [three vertical dots] and select a refund.
For you, you would have to file a claim with the carrier in order to get them to refund you. Usually USPS won't even consider this until it is missing for 30+ days.
Now you can have your buyer open an INR and then refund them from there. If you do that and you qualify for Seller Protection, if the item does ever arrive and the tracking proves that, you can contact Ebay and Ebay will refund you.
warrenshobbies
·2 weeks ago · EditedGround advantage and Priority mail are considered lost at 15 days. The USPS will most likely deny any insurance claim without a physical scan of the package. A SCAN form most likely isn't going to count as an actual scan for a claim.
christworks
·2 weeks ago · Edited@mam98031 @warrenshobbies Ground Advantage can be filed after 15 days but before 60 days, but the OP is out of luck. USPS does not cover packages that never had an acceptance scan. It is stuck in pending, which means no human ever scanned the barcode. It looks like they used a scan sheet since the tracking shows a shipment was recieved. It does not mean the OP gave the missing box over to USPS. I'm sure they did, but trying to get across how USPS looks at it.
Unless you have a postmarked firm sheet, which is doubtful, you will have to eat the cost.
mam98031
·2 weeks ago@warrenshobbies I believe you MISSED my point. I SAID IF the buyer has NOT contacted you, you should not contact the buyer, but do work the issue to try and get it resolved BEFORE it becomes an issue for your buyer.
You are saying, for you the buyer contacted you. Again, I say yes, work with the buyer and keep them informed.
warrenshobbies
·2 weeks agoNo, I didn't miss the point. If I had a package out for 17 days, I would have already contacted the buyer myself. Ignoring it isn't going to make it go away. Getting ahead of problems makes them not be problems....
christworks
·2 weeks ago@warrenshobbies If the buyer has not contacted you, how do you know they did not get it? It is not uncommon for packages that did not get an acceptance scan to also not get a delivery scan.
I'm with @mam98031 , no way would I contact the buyer. If they don't get the order, they will reach out to you. In the meantime, do what you can to get it moving. If it has already been delivered though, it isn't going to move. I think your best move is calling your buyer's post office and have them ask your buyer's carrier if they left the package. Then you'll have some peace of mind. No need to borrow trouble when there may not be an actual issue. As I've said, if you refund and the package never gets that acceptance scan, you have to take it as a loss.
mam98031
·2 weeks ago@warrenshobbies You really need to read what I actually write. I never once said ANYWHERE to "ignore" anyone at any time. And I did say the seller should be proactive on this type of situation. I will leave it at that as it seems you are intent on misrepresenting what I've said and adding words never used by me that completely changes the content.
dbmm-media
·2 weeks agoif it is never scanned as delivered, you need to refund. then file a insurance claim for lost package
cellularchampions
·2 weeks agoEbay's system works especially specifically with those kinds of things, it all depends on what it says on the order page. If it says delivered, then it will side with whoever that benefits. Its pretty cut and dry, so long as Ebay can see it.
mam98031
·2 weeks ago@dbmm-media That is not necessarily true. There are some Seller Protections on this and if you qualify, Ebay will refund the buyer. So make sure you know the rules on this before giving away your money.
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Seller%20protections&intent=seller%20protection&lucenceai=lucenceai&docId=HELP1267
dbmm-media
·2 weeks ago@mam98031 I read the policies you listed. Not one of them says anything about a package not getting delivered or not scanned. The only protection in this instance is if the seller bought postage from ebay and eventually the package gets delivered ebay will give the seller their money back.
mam98031
·2 weeks agoThe OP's situation is described as being scanned when the carrier got the package. And IF the @hw9557 followed the rules to be covered by Seller Protection, then they will be covered. Sorry if I made that confusing for anyone.