Buyer opened INR, package is "In Transit to Next Facility, Arriving Late"
This is a new one, for me. As per subject, buyer opened INR. Tracking shows package is "In Transit to Next Facility, Arriving Late". Buyer wants a refund.
The item was shipped in a timely manner on Dec 18. The case was opened yesterday, Jan 16.
Last update on the tracking was:
Moving Through Network
In Transit to Next Facility, Arriving Late
December 23, 2024
That's quite awhile ago. I've already responded to the case with the tracking # (which eBay already had anyway), and a message telling the buyer it might just be delayed due to holidays and weather. After this long, though, I'm going to guess it's legitimately gone missing. Tracking just doesn't show that yet.
I've already gone to:
https://www.usps.com/help/missing-mail.htm
Step 1 didn't help (it's just to track on their site).
Step 2, I don't qualify for. I get:
Your item is currently traveling within the Postal network.
Based on tracking information, this item is not eligible for a service request. Insured mail may be eligible for an insurance claim if the item was lost or arrived damaged.
Step 3, when I click on the link, I get:
This site can’t be reached
origin-missingmail.usps.com took too long to respond.
Been trying all morning.
What should be my next steps? I assume once the case gets closed in buyer's favor but is eventually delivered, I'm screwed on insurance and seller protection. It's not worth enough to bother paying for an intercept, though I have doubts it could be found to intercept anyway. Case needs to be resolved by Jan 22 though.
spreadlovelikefire
·1 year agoRefund the buyer through the item not received claim. Since it has been so long since it was last scanned it is most likely lost. Go to USPS.com and file a lost package claim if you used Ground or Priority. I have filed 4 claims in the last week for stuff sold in December. They have already paid out for 3 of them and the other one is still being reviewed. USPS is very very very behind in a lot of areas. Make sure to file them so you can at least get paid back. Do not file a missing mail claim, file a lost claim. They require different things. For a lost claim they will want you to upload proof of value. You can upload a screen shot of the payment details from the eBay sale. Make sure you only claim the net amount. Do not include eBay fees or the shipping label in that figure. When they approve it, USPS will add the shipping label to it when you receive the check. And eBay will refund the final value fee when you refund the customer. So you will be made whole, it will just take a bit of time.
gnatgosplat
OP1 year agoI did as suggested and refunded the buyer, closing the case. Also filed a lost claim. That was a bit over a week ago.
Then yesterday, the package was scanned in Portland, OR after no movement for a month!
Ugh. USPS has not paid out the claim. I assume it will be successfully delivered. Does that mean claim won't be paid, and I ended up paying to ship someone something for free?
stainlessenginecovers
·1 year agoYou are correct in that you probably won't get payment from USPS, and won't get anything from ebay. USPS won't 'pay out' the insurance claim unless they already approved it before it was delivered. Find the email sent by USPS when you filed, you can click a link to 'see the update' of your case with USPS and it will tell you if they approved, are sending a check etc.
Regarding getting anything out of the buyer, that is up to the buyer once you tell him it was delivered.
The way it should be done is
after being 'stuck' for 2 weeks, open a 'mail search' with USPS
Communicate you've done that with the buyer via messages
If INR opened, give tracking and ebay will let you know if they are 'holding' or you need to pay
The USPS tracking will show 'missing search was opened' the next day. Give buyer that tracking and tell them they can see it
3 weeks after opening the USPS 'missing search'- then file a Claim for 'lost package' with USPS.
Check your email, there is a link, usually after 3+ weeks of 'no movement' USPS will 'approve' .
Takes about a week to get a letter from USPS, telling you they are paying you and a check will come separately 10 days later.
Overall, takes a month+ to get paid from USPS.
gnatgosplat
OP1 year agoAh, I didn't remember there being a link to check status in the confirmation email, but I went back and found it. Status is "Paid", so I jumped the gun on worrying about it. 👠So all is well, unless they can reverse it now that the package in on the way (I haven't received the check yet).
stainlessenginecovers
·1 year agoI just went through all that. Here's my timelines:
Dec 12 shipped
Dec 18 last 'tracking' (stuck at Same City/State as buyer, at Distribution center)
Dec 26 Opened 'missing mail'
Jan 12 Filed USPS Insurance
Jan 14- usps link said 'paid' or 'paying'
Jan 16-got email from USPS- missing mail delivered!
(so, wondered whether I'm getting check or not)
Jan 18- message buyer (never responded)
Jan 23- got USPS letter (said 'check is coming)
Jan 25 got check
I'm holding the check until I go into local PO to talk to Postmaster about 'being paid, but now delivered' but I already refunded buyer and buyer non responsive' -so in reality, I'm still out $132, got check for $109 (max $100 plus shipping paid)
simba6
·1 year agoThere is arriving late and arriving never. Sorry to say but yours looks like the latter. In some cases eBay will put the case on hold to allow extra time for delivery delays. Even they have their limits. I would refund so as not to receive a customer service ding.
nobody*s_perfect
·1 year agoThat's not even a real scan; it's a place holder that USPS puts up when there has been no activity for at least 24 hours. I'd go ahead and file the insurance claim for a lost package. According to the chart on this USPS page, you can file just 15 days after shipping, so you've been patient enough.
https://www.usps.com/help/claims.htm#
If this is a domestic package within the 48 contiguous states, with an item that was shipped 30 days ago, then both you and your buyer have been very patient and it's time to close out this transaction. Respond to the case. Give the buyer their refund. Do not let the case close in the buyer's favor, since that will put a defect point on your account.
gator08041971
·1 year ago@gnatgosplat
I had a similar instance last fall.
First, communicate with buyer that you are working the issue. I usually reach out if I see the day it was due to be delivered will be missed. I had one recently that arrived over a week after it's expected due date, but because I was in touch with buyer it ended well.
Now as to my similar experience:
The buyer initially was patient, but that lasted about 2 days. They were in a different country using a forwarder too.
The package was lost in Florida on its way to the forwarder. I uploaded the tracking as you had done when the buyer requested a refund.
After a couple days, I had filed a trace on the package. Nothing came of that, other than USPS recommended I file for a lost package. So I did, I refunded the buyer. Week later or so I had a refund. Then a day later the package resumed moving through the network and ended up being delivered to the buyer. So they got their item for free, and I got fully reimbursed for my expense.
You need to upload tracking into the case. If it shows it is still in transit the case may be put on hold.
gnatgosplat
OP1 year agoAlready done:
You updated tracking details
Thanks! We’ll let the buyer know that you updated tracking details for this item. You can also take another action in the meantime.Thanks! We’ll let the buyer know that you updated tracking details for this item. You can also take another action in the meantime.
Status still "Resolve by Jan 22, 2025".
If it's been several weeks the chances of your buyer receiving the item seem slim.
I would refund.