Lost in transit
I have a package that is taking too long and might be lost in transit. Customer wants a full refund which I have no problem with but how do I take it up with FedEx to ensure me my money back for the missing package
3 comments
I have a package that is taking too long and might be lost in transit. Customer wants a full refund which I have no problem with but how do I take it up with FedEx to ensure me my money back for the missing package
arraus
·3 weeks ago · EditedHi @anj4243 ,
Do not refund the buyer yet. Delivery dates are estimates, not guarantees. Once a seller ships on time, carrier transit times are out of our control.
eBay will not allow a buyer to open an Item Not Received (INR) request until the latest estimated delivery date has passed. If you refund too early, the buyer risks getting both the item and their money back. If they are concerned, follow step #3 below.
It is not infrequent that carriers do not update tracking OR sometimes eBay's system doesn't show the most up-to-date, detailed, tracking info.
My suggestions:
Grab the tracking number and track it on FedEx.com. Click the link in the tracking results to view details. That can provide more insight and updated info than eBay's tracking.
Look for scans, status exceptions, or transit delays. If marked "Delivered" but missing, select Manage Delivery > Report Missing Package to initiate a trace investigation (you'll need to create or login to a FedEx account for this).
If it's not past the latest Estimated Delivery Date shown on the Order page, do nothing. You can advise the buyer to open an Item Not Received case (but eBay will not allow it until it's actually late).
If it's a day past the latest Estimated Delivery Date, ask the Buyer to go to My Ebay >> Purchases. Click More actions. Open an Item Not Received case.
You will then re-enter the Tracking number into the case. Give it a few days.
If the buyer still hasn't received the delivery after it's been days past LATEST, then contact FedEx.
If it's definitely looks like it's a goner, fully refund Buyer and file a claim with FedEx.
I have only had one lost package during a Christmas holiday. I've sent thousands. Sometimes they take a detour, but they almost always make it to their destination (with one exception).
I hope some of the tips above get you more information on where you package is at.
How many days past the Estimated Delivery Date is it? Or is it at all? That should show toward the top of the Order's page.
kibble-net
·3 weeks agoFirst, you refund the customer. That's your responsibility as a seller.
Second, you file an insurance claim with your shipper or insurer. If you insured directly through the shipper, file with them. If you used a third party insurer, file with them.
It's really that simple. Two weeks ago I filed a USPS insurance claim and got paid within a week.
mam98031
·3 weeks agoWhile I don't use Fedex for shipping, I would NOT ASSUME it is lost and just refund the buyer. That is rarely the case. The FIRST step would be to contact Fedex and track / trace the package to see where it is. @anj4243 How long has it been it transit? What is the definition of "too long"? Assuming it is "lost in transit" is NEVER a good idea. You need to have contact with the carrier and figure out what is going on.
A refund to the buyer may very well be needed, but you need ALL the information before doing that, not assumptions. Find out the facts.
Then the seller can refund the buyer if needed with or without an INR being filed in Ebay.