Buyer claims a postcard was not received
Postcard was sent using the eBay standard shipping rate for a single postcard. Shipped it 6/28. Tracking then states received in the next city on 7/8. (Who knows why it was so late going from the post office where the envelope was dropped off at to the next city in the same state). The date shown under tracking that it was supposed to be received shows 7/3, obviously not.
The Buyer has contact me asking me if I shipped their postcard because it has not arrived.
What is the best process when the Buyer messages they did not receive a postcard? Does the Seller wait for the Buyer to make a claim? Or blindly refund the Buyer? Aside from refunding the Buyer, does submitting a USPS search help (which I have done)? And if a claim is filed after 30 days thru eBay, does it matter rather or not the Buyer has been refunded?
wastingtime101
·3 years agoIf you find the tracking on eBay to be lacking, you can track the ESUS number on this site where you might find more info: https://parcelsapp.com/en
This is a metered mail shipment so it does not receive traditional tracking scans and the clerk at the PO counter cannot scan it. Instead you should drop these envelopes in your PO's metered mail slot. The envelope will be scanned by sorting machinery at distribution centers along the way.
With ESE, a 'delivered' scan generally occurs at the last sort facility before it gets to the buyer, so typically the buyer will receive their order a day or two after the delivered scan.
If an item doesn't have a delivered scan and a buyer files a not received claim, you should refund them and file an insurance claim:
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=5308#section6
USPS will not look into this as the item does not have traditional tracking. You should wait for the buyer to file a claim before refunding if you want to get paid out by the PIP insurance coverage.
t*jack
OP3 years agoThank you so much! VERY HELPFUL!!!