USPS item delayed but moving: Buyer requesting refund
Hi there. I've never had a package lost but the buyer is insisting it is and asked for a refund on the last day of the delivery window. The package was shipped ground advantage the day before Christmas. I asked for time to check with my local post office when they reopen after New Years Day and although they seemed impatient, they agreed. Now, the item is moving after this conversation. I'd asked if they would send it back when it arrives for the refund and got a response "I'll see if it arrives" and again requesting the refund saying they already went ahead and bought another item when this one didn't arrive the day it was supposed to. I'm getting the sense they're hoping for the refund and keeping the item for free. If it wasn't so pricey, I'd let this go but feel I'm being taken advantage of here and am nervous because I've sold sporadically since ebay opened and have never received negative feedback. From the tone of the emails, I sense that is what is going to happen if I don't refund tomorrow.
I told them I'm happy to refund if the item is truly lost and doesn't arrive but if they do receive it, I'm happy to pay shipping to get it back because at the end of the day there was some sentiment in it to a family member and would then take it back to gift if it wasn't going to sell.
What is my course here? Do I have to issue a refund without a return? The item is showing movement so although slow, it's definitely out there. I didn't read any patience in the responses when I did tell them a couple of my packages arrived late with the holiday.
Thanks in advance.
ebeysince1998
·1 year agoI have had many interactions with buyers that I've had to call customer support to fix. This sounds like a great example of that. I would not refund them, wait for them to receive the item, and try to get them to admit in messages that the item has arrived undamaged and it is in the condition they expected. Customer support will look at messages if you ask them to and deny a refund based on those messages. I would also block the buyer as soon as this is resolved to prevent them from buying from you in the future just to leave bad feedback.
bcbg11
OP1 year agoUpdate....I sent some replies but this leads to another question. I did the intercept and that was what USPS recommended I do when I talked to them earlier today. I told the buyer I would update them today. I told them USPS recommended this. Reminder: They said they ordered the item after mine didn't arrive and now no longer wanted mine. Told them this would help them expedite the return. Now they're coming back and saying they never said that and want the package. What to do now? In my opinion that shows they were hoping to push me to refund and get the item for free. Just worried now about feedback that they'll say item never received. I was honestly thinking this would help them and protect myself in the process. Item was not cheap (close to $100).
fbusoni
·1 year ago@bcbg11
As long as the message traffic that you exchanged with this person is on eBay's system -- and the communication shows clearly that this idiot / criminal posing as a buyer has gone back and forth as you describe -- you will be protected from bad feedback, if the idiot / criminal decides to leave it.
You may have to contact eBay's reps on Facebook or another social media platform to get the feedback removed.
I would not be concerned, quite frankly.
bcbg11
OP1 year agoThanks! That makes me feel better. Was worried maybe intercept was the wrong thing to do. Saw they're asking to go back and stop the intercept now. I am guessing I can't. Spent 2 hours already on hold today with USPS and looks like once it's done, it's done and now I'm also out $17.50 that I paid for it I'm sure.
fbusoni
·1 year ago@bcbg11
Perhaps you can recoup some of that $17.50 by re-listing the item at a slightly higher price.
I think you did the right thing. The imbecile you have had to deal with is, hopefully, a one-time experience for you. Make sure you block him once the item is back in your possession and you have refunded him. regards
bcbg11
OP1 year agoGod, I hope so. It escalated now where they wanted me to stop the intercept. I tried but usps says they can't although it still may arrive to them. Just sent her the updated tracking and now trying to say that it's promised to the kids....they can have this as an extra.
Why would that be done? Seriously because said you already ordered another and were so confident mine wouldn't arrive. Ugh. I'll block as soon as it's settled. See they're a frequent negative feedback leaver too.
kalyoth
·1 year agoIf they want a refund, tell them to open a item not received case with ebay. Ebay will in most cases tell them to wait because the item is in transit once tracking is provided. Do not refund manually. They also will not return the item once you refund - they will keep it. Follow the site's policy & proceedures.
msha3839
·1 year agoWith your approach everyone is at fault except sellers..no delays with FedEx and UPS..USPS have weeks of delays for domestic mail , especially so called ground advantage…and not every buyer is a thief as you assume for not returning packages that arrived late, simply many sellers refuse to pay return shipping…
mkaczorsee
·1 year agoBuyer is being unreasonable to expect a package that was shipped on Christmas Eve via USPS Ground Advantage to arrive in anything less than 5 business days.
Let the buyer open a remorse return (changed mind) when it gets delivered and they can pay the return shipping.
msha3839
·1 year agoSo much hate towards the buyers definitely not going to help someone like you..buyers don’t have to operate on seller’s schedule…that’s how Amazon became successful..🥂
bcbg11
OP1 year agoI did the intercept. They put in they refund request late tonight. It last moved toward them about noon this afternoon. Now they're saying they never said that and want the item after it was in the thread they ordered another item when theirs didn't arrive and wanted the refund.
12345jamesstamps
·1 year agoNot to think outside the box...but sometimes a package gets delivered but not 'scanned as delivered'.
I have quite a few of those still in transit from last year...LOL
But my buyers appeared honest and gave positive feedback with packages still in transit.
If it doesn't ever show 'delivered' it's a refund to the buyer or eBay might feel a 'comp' your way and give the buyer a refund and not you.
william7490
·1 year agoYour screenshots look very similar to many of my shipments. Sooo Irritating!
stainlessenginecovers
·1 year agoA package that shipped Ground Advantage leaving Xmas Eve has had 4 working (business) days to move (not including weekends/holidays). Your buyer is simply wrong in expecting it sooner.
As others have stated, do nothing until buyer opens an INR case and then simply answer with the tracking numbers and let ebay decide if you need to refund or not.
Ground Advantage | USPS
Packages in 2–5 Business Days1
USPS Ground Advantage® service is an affordable and reliable way to send packages inside the U.S.
rfmtm
·1 year agoDid buyer open a Item Not Received case yet? If not, wait till they do and don't refund until the last day to give it more time to arrive or see if buyer refuses the package.
Open a claim with USPS now, if not delivered in 21 days, the claim will be paid whether delivered later or not.
If this is an expensive item and it is clear the buyer is just going to return it anyway you might consider paying ($15., if i remember) for it to be intercepted and returned to you.
pharmtflipper
·1 year agoit is 35 now
buyselljack2016
·1 year agoLast one I attempted USPS quoted me $17 and maybe some change + maybe some postage. That was last month.
wastingtime101
·1 year agoCorrect.
https://www.usps.com/manage/package-intercept.htm
"If the shipment is intercepted, your credit card will be charged the $17.50 Package Intercept fee plus any applicable postage. If the actual postage is greater than estimated, any additional postage will be charged accordingly."
bcbg11
OP1 year agoTold them I used the intercept (was what USPS suggested earlier today). Now the person is saying they never said they didn't want it although they did.
fbusoni
·1 year ago@bcbg11
Where is the package at the moment? Is it far enough away from the buyer's destination that you can use USPS intercept?
https://www.usps.com/manage/package-intercept.htm
As far as I know you are not obligated to issue a refund if the item is in transit and is being tracked. If the buyer leaves negative feedback and the item is ultimately delivered and you can prove it was delivered with tracking, eBay will almost certainly remove the negative feedback.
msha3839
·1 year agoWell, I have a few items that was shipped over a month ago by sellers in US located a few hundred miles away..there is a tracking numbers but packages not moving.. should it be my fault as a buyer? No, sellers use USPS ground advantage at their discretion that is known to be a nightmare..they can use UPS and FedEx that deliver on time..as a buyer I understand that packages delayed but no by weeks or in some cases, by month and more..and there is a latest delivery day ..after this date buyers can open “ item not received “ case that gives additional few days for working things out between two parties and if nothing happens, eBay issues refund…seller can have his item back if it arrives at the later date, simply by paying return postage…
spreadlovelikefire
·1 year agoI actually just used UPS for the first time in years and guess what? They are 4 days late now....
bcbg11
OP1 year agoSo frustrating. I told that this happened with a package I'd received from Poshmark and that was sent priority to me from one state over. Was supposed to arrive the 26th and arrived finally on the 31st after not moving and didn't seem they wanted to consider that. They insisted it was lost. Insisted I refund. Said they ordered same item again already. Now they're doing a 180, saying they wanted the item, and opened the return case. It took me a few pleads on my side to not immediately refund. Also, I've sold since 1999. This has only happened to me one other time and when I refunded the item arrived to the person the following day and I was out the money. Thought I wouldn't be so hasty after that. This package also had to travel from the Midwest to the West so....
fbusoni
·1 year ago@msha3839
Why the need to attach blame and punish a seller for a late delivery if the item is shipped on time as the seller promised but is delayed because of circumstances outside the seller's control?
USPS moves 150 million pieces of mail a day.
None of us is special -- late delivery can happen to anyone.
FedEx and UPS are a lot more expensive (and among experienced sellers, they are also known to be far more irresponsible with the way they handle packages) and most buyers do NOT want to pay more than they need to for shipping. Do you?
And no, GA is not "known to be a nightmare." It works for tens of millions of people every day.
Making assertions with no basis in reality is not a way to build credibility.
bcbg11
OP1 year agoI'm just seeing this. I was on the phone today and USPS recommended I do the intercept which I did. I sent them a message to tell this would help expedite the refund. USPS also advised not to refund until it was back to me. Just saw they now opened a refund request and told me they never said that that they wanted to keep the item but it is in the thread where they said they still wanted the refund because they ordered another item.