Missing mail item
I am the seller. I have an item that is missing in the USPS system (3 weeks now). I have been in constant contact with the buyer. I submitted a missing item report at USPS 7 business days ago. I have suggested to the buyer that she is the one who has to submit an item not received request to Ebay. She says that she feels that somehow the seller should work it out with Ebay. I can't find anywhere where I am able to do so. Any suggestions? I want this resolved. Thanks!
19 comments
reallynicestamps
·4 months ago"I'd absolutely want the buyer to open the INR because if the item is later delivered, ebay would reimburse me for the refund I gave. "
Interesting-- can you show where eBay says they will and under what circumstances?
onlinecentral
·4 months agoINR Item Not Received reimbursement from the September 2025 seller update
https://www.ebay.com/sellercenter/news/2025-september/inr-policy-updates
If a buyer reports that an item hasn't arrived
Additionally, we’ll protect you if you use an eBay label and the item is delivered to the buyer after you’ve issued a refund. We'll automatically reimburse you for the item, remove defects, and exclude the case from service metrics.
We know you recently refunded the buyer because the item didn’t arrive. But good news—we confirmed the item was delivered, so we reimbursed you $16.99 for this order.
Dear buyer,
If you go to your Purchase History and file an Item Not Received case, that will give me a link to issue you a refund. Please reconsider and file the case so I can refund you.
Sincerely,
Seller
reallynicestamps
·4 months agoI have an item that is missing in the USPS system (3 weeks now).
When was the last estimated date for delivery?
onefootflipper
·4 months agoIf it is a low value item and not worth calling the post office over or even filling out the insurance form the I would just refund the buyer after 30 days if the tracking doesn't show delivered.
There is no real reason to force them to open a claim, that claim doesn't help your numbers in any way. You want as few claims opened as possible.
sugarnspice777
·4 months agoNo, ebay does NOT ding your seller performance for USPS losing items. Do not refund a buyer who refuses to do there part, if we listened to this advice, we would be losing money, don't do that. This is one if you get a negative, ebay will remove it as long as you sent on time.
Just look for the package, it will be found.
bashort
·4 months agoI had a INR that I refunded, later delivered buyer left a neutral that is not removable.
sugarnspice777
·4 months agoRight in ebays rules.
If you are the seller
APPEAL THE FEEDBACK If tracking proves that handling and delivery expectations were met (the tracking says delivered on time) ebay will automatically remove neutral or negative feedback.
mamacassidy
·4 months ago@sugarnspice777
The seller gets a "ding" any time an INR or an INAD return is opened, even is the INR is found in the seller's favor or if the INAD return never gets sent back and ebay closes the return.
You can see these under Seller Hub-> Performance-> Service Metrics
Edited to add: Even though you get a "ding", I'd absolutely want the buyer to open the INR because if the item is later delivered, ebay would reimburse me for the refund I gave. That's just my opinion, though.
sugarnspice777
·4 months agoI have a lot of expieriance with this, I worked in transportation. If she is not willing to open a case, you tell her your going to take some time with USPS to see if they can locate your item. Did you submit online, or call them? I am sure you probably submitted online, that is a waste of time. Call them, be patient and make sure you wait to speak to a lost item specialist, ask them to check each scan and or pics of item, then find out the last location it was at. Sometimes even if it shows that its in lets say Detroit post office, it may show in there system it departed from a photo scan. So make sure to find out the very last place it was, then ask that person to send them communication to find this item. Then call that PO yourself where your package was at and Ask them to look for your item.
100% I have been able to find the items this way. And get them delivered.
You cannot collect the insurance without her co operation, so I would go this route and find the item and get it delivered. It's out there, I am sure of it. The last time this happened to me a year ago, they narrowed it down to one driver and it was found. Don't assume it is lost forever. BUT you have to push the issue.
tarotfindsandmore
·4 months agoThe easiest way to deal with this is to reiterate that there is no way for a seller to report an INR (not a NAD) on behalf of a buyer, and then send screenshots of the process. One pic of the Purchases page, one of the pull-down menu, and one with the correct issue in the menu (Item Not Received). Let her know it takes less than a minute, and that the system should automatically default to the purchase that hasn't been received once she clicks on that.
It sounds like she thinks it's going to be some big hassle, rather than the cakewalk it actually is.
mordecai8614
·4 months agoI would send them this link:
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
Then refer them to the "When the buyer doesn't receive an item" section where it clearly states "the buyer reports the item hasn't received the item" & then "the seller responds to the buyers report". I'd even take it a step further and tell them I called eBay & the rep told me there isn't a way for the seller to initiate a claim because it's not their procedure... I wouldn't actually waste my time calling though.
soh.maryl
·4 months agoYou probably know this -- if your item hasn't been received by the last estimated delivery date, your buyer can open an item not received case the day after that.
Questions: 1. What does tracking show? 2. What was the last estimated delivery date as seen in the listing?
Guess you'll strongly explain to your buyer that the only possibility to resolve this issue is for the buyer to open that NAD case within the 30 days after the EDD. Is this a new seller? The ball is figuratively in the buyer's court.
bashort
·4 months agoIf the buyer has opened a official Item not recieved case, make 100% sure to respond to it with a refund if the item is not delivered before the deadline, if you shipped on time with a ebay label and refund a INR and the item is later delivered ebay will reimburse you, as soon as you refund file a USPS insurance claim
countrypeddlerbeth
OP4 months agoThanks for your reply. The issue is that she insists that I should have to open the item not received case and won't do it herself.
reallynicestamps
·4 months agoIf she doesn't open a Claim, then you are not required by eBay to refund her.
If you don't refund her, you keep the money.
Is this a problem? (Welll...... ethically....)
She can leave negative feedback. EBay does not use feedback to assess member accounts.
She can open a chargeback. And you can refund promptly because she actually took responsibility.
Or of course you could accept that her report is correct, which seems to be your stance.
And refund her, followed up by cancelling "at buyer's request" , which I believe means that eBay does not hit you with a Defect for having a Claim opened.
TL/DR - she wants her money back you want to give her the money back give her the money back
bonanza125
·4 months agoEbay will just tell you to work it out with the buyer. Two ways to resolve this. If declared lost you can file for an insurance claim and you will get refunded up to $100 unless you have extra insurance. Next the buyer must file an "item not received" claim. Then they will eventually get refunded. If delivered then Ebay will send the money back to you. The buyer has a 30 day moneyback guarantee so if they don't do anything then you will have nothing to worry about. It's up to the buyer what they want to do at this point if the window is opened as far as expected delivery date has passed.
countrypeddlerbeth
OP4 months agoThanks for your reply. She is refusing to open the item not received--insists that I have to do it. I don't believe that I can. Is that correct?
spreadlovelikefire
·4 months agoYou are correct, the seller isn't able to open up an item not received claim within eBay. I would send this to your buyer:
I am very sorry this item seems to be lost by USPS. I have submitted a package research case with USPS to see if the item can be found. To make sure you are covered, please make sure to open up an item not received claim within eBay. You can locate this within the sale and a drop down menu that will say "I haven't received my item". This triggers a case within eBay and eBay will need to record when shipping services are not delivering within the stated estimated delivery date. Ebay does not allow sellers to open these. This will protect you, so please open on up as soon as possible. Sorry again your item has arrived.
If the buyer refuses to open the INR claim then really you aren't required to do anything. Just like it's the buyers responsibility to open a return, same goes for INR. Now it is the sellers responsibility to submit it through USPS. If she does open the INR I would refund her immediately through the case if there hasn't been any movement on tracking within 10 days. That way, the buyer is made whole and if it gets delivered within the time period between the INR case closing and you being able to file the claim with USPS (15 days past original shipping day), eBay will cover the item by an automatic refund to you. If the buyer doesn't file the INR claim then I'd let it ride because you've done everything you can and have explained the procedure.
bonanza125
·4 months agoDo nothing then. Let the time expire and have her deal with it.