Lost package
Summary: ashleyswan discussed a lost package that was shipped internationally via USPS but never reached the hub. They have opened a missing mail claim and are unsure about the timeline for a response from USPS or potential refunds. kensgiftshop and tobaccocardyahoo suggested having the buyer file an Item Not Received (INR) claim before issuing a refund. gurlcat advised that the buyer should file an INR for a more structured resolution, emphasizing that satisfying the buyer should be a priority. mamacassidy recommended opening a Missing Mail Search seven days after mailing and filing an insurance claim if no movement is detected after 15 days, suggesting that a refund to the buyer might be appropriate given the elapsed time.
I had my 1st lost package - seems to be lost with USPS. I sent it to the hub for International shipping, but it was not received. The package shows it was scanned and moving to the next destination - that was June 17th. I contacted Ebay and since it did not reach the hub, they are deferring back to USPS. I opened a missing mail claim. How long does this take to get a response from the postal service? If they can't find it, do they refund me the value of the items? I thought I read I need to wait 45 days to make a claim? The USPS doesn't make it easy to figure this out so I would really appreciate some advice!
I have been in communication with my buyer who has been very patient with this issue. I think I am just going to have to refund her, but was hoping the postal service would magically find the package!
ashleyswan
OP3 weeks agoI filed an insurance claim for lost package 7/15 (the package was sent 6/17). I asked my buyer to file a INR - she asked if I could just resend the package. I cannot do this because it was going to Australia and done through the Ebay hub in Illinois. She doesn't seem to want to go through the hassle of filing a claim. I reached out to Ebay and they told me to just refund the buyer without doing a INR claim. I want to do the right choice to protect myself and take care of my buyer too. I appreciate all the advice and would value additional feedback!
mamacassidy
·3 weeks agoAfter 7 days from the date you mailed it, you can open a Missing Mail Search. Sometimes that gets the item moving within the system.
However, if tracking does not show movement, then after 15 days from the date you mailed it, you file a claim for a refund.
Since so much time has already gone by, I'd go ahead and refund the buyer and file the claim with the USPS.
mamacassidy
·3 weeks ago · Editedscreenshot from USPS.com with the filing times for a refund:
gurlcat
·3 weeks ago · EditedSo just to be perfectly clear, are you saying the package did not even make it to the Illinois EIS hub? -If it did but tracking stops after that, you're not financially responsible but should still talk to your buyer with empathy and guidance. If it didn't reach the hub, then it is your responsibility, but if you do everything right, you'll be fine. And kudos for coming to ask before it's too late.
So assuming this is the pre-hub AWOL package scenario, you have 2 separate tasks: satisfying the buyer and getting yourself compensated, IN THAT ORDER. Considering it's been almost a month since the last scan, I'd say your buyer is definitely due a refund, but don't just issue one "voluntarily." -Instruct the buyer to file an Item Not Received claim. Then when you get notification that they filed it, you must respond to it by selecting 'Update tracking number' and if it the next screen already shows the tracking number, then just click whatever button to verify that. If the number is not there, paste it in and click the button.
That will buy you a little pressure-free time, from both eBay and the buyer. If it runs out with no further tracking activity, eBay will prompt you to refund the buyer, which you should do then; don't wait for them to "step in" and take it from you, because then you'd have a big nasty defect and not get your seller fees credited.
Meanwhile, IDK what date you filed the missing package trace on USPS, but no you don't have to wait 45 days to file an insurance claim. I tend to give them about a week after filing the trace.
Now, winning an insurance claim for a LOST package is far easier than for a DAMAGED one, but it is still possible to lose, and the main cause of that is not providing the right proof of item value. -Some people do goofy stuff like show photos of the original purchase receipt or whatever. What actually works is a screenshot of your eBay order page for the sale. That verifies everything else you indicated in the form, like the buyer's info, what the item was, how much it sold for, AND the tracking number, so there is no room for suspicion that you're conflating some other sold item for the one in the claim.
And this is important: You are not obliged to address the question of whether you've refunded the buyer or not. -The USPS does not care about that. You are the USPS'S customer; the buyer is your customer. In their eyes, your buyer is no different from your family member who you sent a birthday present to or whatever.
Once you file the insurance claim, it takes only a few days to get the ruling. If it's an award, that will come as a paper check payable to you, and it arrives surprisingly fast.
ashleyswan
OP3 weeks agoI filed the missing mail trace/claim 7/10. Should I wait another day to see if the post office locates the missing package? Or shold I ask the buyer to do an INR? It did not reach the hub in Illinois
gurlcat
·3 weeks ago · EditedGo ahead and instruct the buyer to file an INR.
Give a few more days for the missing package trace before filing the insurance claim. Friday, I'd say.
tobaccocardyahoo
·3 weeks agoOpen a missing mail case with USPS. You can do it 7 days after shipping.
It often leads to finding the item within a few days.
A missing mail case is not an insurance claim,
ashleyswan
OP3 weeks agoSo how long do I wait to hear from the post office before filing an insurance claim?
kensgiftshop
·3 weeks agoHas buyer filed an INR yet?
Since last tracking was June 17th, I'd go ahead and refund buyer and file an insurance claim when you can.
ashleyswan
OP3 weeks agoShe has not filed an INR. Should I ask her to, or should I just refund her if I don't hear back from the post office?
tobaccocardyahoo
·3 weeks agoI would not refund unless the buyer files an INR. Not sure if Ebay will reimburse if you refund and it is later delivered unless there is an INR.
I always ask the buyer to file before I do anything,