Cancel or Refund on Lost Package
Hi all. A package I shipped has been stuck in a NY distribution center limbo for over a week. To be delivered in NY coming from NJ. No movement. Just keeps saying it'll arrive late. I've initiated a missing package claim. Still nothing for a couple days. The buyer is getting antsy with what's going to happen. If there's no movement in the next day or so, is a refund or cancel of order the better option? Thank you.
40 comments
gloryglorygifts
·1 year agoThat's a mail hub in Brooklyn, that has extremely heavy traffic. Mail from Brooklyn, Manhattan, Staten Island, and Queens is sorted through there. Give them a few days to respond to you.
inhawaii
·1 year agoI just had a INR today.
I apologized to the buyer and gave him a immediate refund.
As a nice gesture, i'm going to send him another one free of charge.
Running behind, original estimate was Thu, Jan 16 - Wed, Jan 22
12345jamesstamps
·1 year agoIf the buyer opens a claim on eBay I would refund considering the estimated date of arrival has past and buyer eBay ID is USA.
I usually would say something like in the refund...if it shows up just repay me in Pay Pal or if it is returned I will let you know and we take it from there.
I am thinking the item is '100 years old' and not the person?
mam98031
·1 year agoThis is how sellers get in the pickle of the item getting delivered after they refund the buyer.
In my experience with this, if you are polite and keep the buyer informed, they will willing work with you for awhile so you can try tracing the package and working with USPS.
Telling a buyer or asking the buyer to pay you after the refund because the item comes in, doesn't work out as well as most of us would hope.
daikr_0
·1 year agoI had a similar situation where a package got stuck in a distribution center for over a week. I’d recommend giving it a bit more time if the tracking still shows movement is possible, but if nothing changes in the next day or two, issuing a refund or canceling the order might be the best move to keep the buyer happy. Let the buyer know you’re actively looking into it, and keep them updated. Communication is key in these situations. Hopefully, it clears up soon!
mam98031
·1 year agoI am sorry to hear this and I'm sure your buyer wants what they ordered. You have received some great advice so far on your thread.
Couple things I'd add. You would not EVER "cancel" this transaction. That would not be the correct process for something like this. The transaction should exist, it is just experiencing a delivery issue.
I understand your buyer is getting antsy, but just do what you can to keep them calm. You are doing the right thing by keeping them informed. Do NOT refund this buyer yet, it is way too soon.
When you get an INR filed against you or if a buyer notifies you of a delayed shipment, IMHO these are the steps to take.
If there is an INR, Enter your tracking number into the INR.
Go to USPS website and review the detail tracking info.
On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking. It helps you to stay completely informed on the movements of the package.
Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker in my experience.
https://usps.my.site.com/emailus/s/package-inquiry
Stay in contact your buyer, like you are currently doing. If at some point the INR is opened, then keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.
If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.
capital_nick
OP1 year agoThank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.
stainlessenginecovers
·1 year agoAlthough you already opened- this is what you should do next time as well as going forward.
Stuck for 2 weeks (10 business days NOT including weekends)- open a 'missing mail'
Give that 2 weeks.
Then, refund the buyer and open a 'claim' for 'lost package' with USPS.
mam98031
·1 year agoI would never wait 2 weeks to respond to a buyer's concern for an undelivered item. If they tell me one day after delivery was due, I respond and if tracking shows no movement for a few days, I file the Trace right away. And when a buyer contacts me, no matter if it is one day after I'VE shipping, I sign up for email updates as entries are made to the tracking.
I'm glad your procedure works for you, but for me, my customers would never stand for me telling them all will likely be OK, if tracking doesn't show any movement for 2 weeks or more, I then will file with USPS in an effort to find out where the package actually is.
mam98031
·1 year agoI believe that. And many sellers here will tell you to file that report too. I can just share with you what I have found to work better and that is the Trace. I get responses on a Trace each and every time I have to file one. On Missing Mail reports, that has not held true for me. More of them never create a contact with me from USPS beyond the initial email telling me I filed this report.
iamalwaysright
·1 year agoTry calling the actual PO that the tracking shows it's at. I don't think I've ever called a distribution center, but with the local PO's that I've called are pretty friendly. I end up talking to the Postmaster. Sometimes it helps, sometimes it doesn't. Worth a shot and you can also mention this to your buyer and tell them the outcome of the call.
inhawaii
·1 year agoStay friendly and cordial with the buyer.
Keep him from filing a INR as long as possible.
When he files a INR ebay will give you a few days.
If the package shows no movement you will have no choice but to refund.
caldreamer
·1 year agoYou cannot "cancel order" after it has been shipped. You can "refund customer" on your own or ask them to open "did not receive item" (and get a "defective" on your account).
An alternative would be to thank them for their patience and offer to refund "shipping only" (and if item does not arrive in 7-days you will give them a "full refund").
Once you give customer a "refund" you cannot get paid if item arrives at a later date.
herecometheplayas
·1 year agoI usually don't refund until the post office tells me the item is lost after I initiated a lost mail case. eBay has extended the INR date once I uploaded the tracking showing that it was shipped. I do this now because out of about 15 "lost" packages since 2000 I've only had one that just disappeared. All the rest arrived eventually after a replacement or refund was sent. And out of those 14, only one repaid me. Not a peep out of the others
nyr134
·1 year agoInteresting stat on your “lost†shipments. I would have thought (hoped) that there were more honest buyers out there. Did you reach out and ask for repayment on those 14?
herecometheplayas
·1 year agoFor the first few, but after no replies I stopped bothering. As people here like to say "that's the cost of doing business". More like internet shoplifting to me
12345jamesstamps
·1 year agoWhen is the estimated date of delivery?
I would not refund unless an item not received is done.
I would check eBay buyer ID in feedbacks to make sure this was not a 'freight forward' delivery.
capital_nick
OP1 year agoThe estimated delivery was 27th-30th of last month. But has been at the distribution center since the 30th. The buyer lives in the same town as delivery according to their profile.
nyr134
·1 year agoMy recent experience: a package sent from NJ to NYC on 1/14/25. It arrived at a distribution center (10199) the next day. And there it spun around with daily updates (mostly processing with one excursion to a nearby post office) until it finally got delivered two days ago. My buyer was patient - the thing was over 100 years old, so I guess he figured he could wait a bit longer for it. I initiated a missing mail search which let the buyer know of my concern but there was no discussion of a refund. Tell your buyer you “know a guy†who just had the same thing happen.
Is yours stuck in 10199?
capital_nick
OP1 year agoThe zip code comes up as 11256.
iamalwaysright
·1 year agoEven if your buyer is over 100 years old, I wouldn't call him a "thing". He's still a person you know 😉
nyr134
·1 year ago@iamalwaysright
0h no, the mailed item was over a hundred years old, not the buyer!
fern*wood
·1 year agoHave they opened a not received claim? I've had packages stuck a lot longer than that, so if you have time, I would keep in touch but not jump to refund.
capital_nick
OP1 year agoThey have not. I have been in regular touch assuring them I'm not going to just ignore them and to be patient. How long should one wait before I suggest they open a INR?
silverstatetreasureboxes
·1 year ago@capital_nick
Don't do anything just yet, like the previous poster I've had delays longer than a week. Sign up for tracking updates daily and keep your buyer informed. It will get moving again ( aren't they having an ice storm right now?)
capital_nick
OP1 year agoNot at the moment. We had some snow in the area over the weekend. But nothing mail-crippling. There's snow tonight though. I have tracking updates and all that. Thank you for your response.
fern*wood
·1 year agoI believe they have a month from the estimated date of delivery to open a case. Hopefully your buyer will show some patience, but if they do decide to open a return, that will still give you a little time before refunding. Just don't let ebay do it for you.
reallynicestamps
·1 year agoThey have not. I have been in regular touch assuring them I'm not going to just ignore them and to be patient. How long should one wait before I suggest they open a INR?
I hope you didn't initiate the conversation.
Most people are not particularly anxious about their purchases arrival date. They get so many the order/arrival dates are blurry
If the customer is not complaining, shut up.
Never suggest an INR.
You can refund without an INR and any Claim, even those promptly settled, earns you a black mark on your selling account.
Just keep quiet and polite.
capital_nick
OP1 year agoThey reached out first and seem like they're impatient about "how long they should wait". It was apparently a gift for someone else.
mam98031
·1 year agoThat tidbit just means your buyer is more upset because they intended it as a gift. I can understand their frustration. But you need time for USPS to do their research. I did explain in detail in my post above. The long winded one.
iamalwaysright
·1 year agoYea this is an issue with no winners and any unpleasantness on either side is valid. Just remember that when replying to the buyer in case they get nasty. Others have mentioned to show the buyer proof of all the work you're trying to help, usually this helps buyers back off if they know they are your top priority. You just basically have to be a punching bag now and take any outbursts from the buyer.
mam98031
·1 year agoI don't think anyone said that. But what "proof" is it that the seller should show the buyer? Certainly you can tell the buyer you opened a Trace on the package or a Missing package report. I suppose you could give them the number of the report. I've never done that, but I suppose one could. I've never given any buyer "proof", but certainly I've explained what I've done. What are you considering "proof".
FYI If a Missing package report is filed, there is an entry on the tracking noting that.
iamalwaysright
·1 year agoI was just loosely paraphrasing. I was referring to pretty much everything you juts said and what others have said of similar nature. Screenshots too if you have to depending on the mood of the buyer.
capital_nick
OP1 year agoIt shows on the tracking updates that a missing package report was opened. That in turn actually prompted the buyer to say "It says my package is missing. I want a refund". I then had to explain that it was because of me. And THAT was after I already told them I was going to open a report.
iamalwaysright
·1 year agoiamalwaysright
·1 year agoKeep doing what you're doing. According to records your package isn't lost, yet. You're going to have to play the middle man between buyer and USPS and absorb any potentially unpleasant messages the buyer gives you. Do anything you can to let the buyer know that you're totally on top of this high priority issue and keep them calm and patient.
Never refund a not received item without INR forcing you to. The reason is because if you refund due to an INR, you might be able to come back to ebay and appeal it to get your money back if the package arrives to the buyer after the INR is closed. If you refund the buyer before any INR, ebay would refuse to give you your money back because there is no formal case to appeal. Ebay would say you refunded the buyer on your own accord and thus responsible for it.
I personally wouldn't suggest they open an INR unless the buyer threatens you with some ebay action. Because honestly chances are if the buyer reports you to ebay it'll result in an INR being filed anyway. The other thing they can do on ebay is leave you a negative, which MIGHT be removable after the dust settles. It depends. You want to avoid having an INR filed while the package is still in transit according to tracking because an INR puts a time limit that your issue needs to be resolved by.
Lastly if an INR can't be avoided you need to contact ebay and request that they put a hold on this case. Typically you get 5 days I think to resolve the issue before the buyer can have ebay escalate which will mean game over for you. But if you get a hold on the case, they can hold it for up to 10 days before the buyer can ask ebay to step in.
Hopefully everything you do will buy you enough time to either have the package moving, or confirm that the package is indeed lost. Either way, you'll know how to handle the rest and put this issue to bed.
mam98031
·1 year ago@iamalwaysright
I personally wouldn't suggest they open an INR unless the buyer threatens you with some ebay action.
That is excellent advice. IDK why some sellers seem to think there is some type of claim in place before you can really help a buyer. Whether an INR or INAD. There are so many times in my selling years that I've resolved issues with no claim being involved. If a buyer is working with you, work with them. Don't self sabotage your Service Metric Stats if you don't have to.
Actually how long Ebay will allow an INR to stay open is totally dependent upon the dates of entries on the Tracking. I believe it will stay open if there is a tracking entry within the last 7 days. Or something close to that.
Another little tidbit. Allowing an INR stay open and then get closed and refunded by Ebay is NOT harmful to your selling account like it is when an INAD is forced closed by Ebay and refunded.
One of the advantages on an INR to allow Ebay to close it if necessary, is that if the item does get delivered after that date, you can appeal it to Ebay and sometimes get Ebay to refund YOU. But you can ONLY appeal cases that Ebay closes.
Refund the buyer: The buyer will get a full refund, including the original shipping costs. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more.
https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116