Help with cancel order that’s been delayed at usps from hurricane .

[ctownconnect]

Hello and thank you for any help. I am a new seller and I have a buyer that wants to cancel the order because they have not received package yet, due to hurricane Helene and USPS delays. The buyer wants their money back however I am very broke and still haven’t been paid for this order. eBay holds the money until it is delivered. Is there any ideas to satisfy this customer so I don’t get negative feedback? The customer is not being very understanding.

[mr_lincoln · Accepted solution]

Hi @ctownconnect 

-First, eBay often protects Sellers with issues on transactions going to areas hit by natural disasters.  You can read the one recently posted for Helene on the announcement board ... here's a convenient link to that thread:

Seller Protections are in place for sellers impacted by Hurricane Helene (ebay.com)

You do NOT have to simply refund a Buyer after you have shipped a package.  You can take a screen shot of the tracking and send it to them and let them know you will file a Missing Mail piece claim with the Post Office to see if that helps BUT, at the end of the day both you and the customer are at the mercy of the Postal service and local conditions in the Buyer's area.  USPS.com® - Sign In

Do NOT cancel the transaction, period.  The issue is not yours nor the Buyer's.  

If the Buyer files a claim that they have no received their package go to the claim and upload the tracking number.  On day 4 of the claim you can contact eBay (by requesting a call back) and ask for an extension of the claim.  They will grant up to 10 days normally, maybe more during a natural disaster.  eBay Customer Service

Be patient and hang in there but let the Buyer know some of the process is out of your control.

[fashionsandbeauty4u]

@ctownconnect 

I would first go on the USPS site and request tracking updates via text or email. You should get an immediate response. This is different than filing a missing mail claim that can take some time. Once you have that update, you'll know better where you stand.

Next, it is important that you have this Buyer open a refund request through eBay for Item Not Received. eBay will notify you when they do. Then you have three business days to add the tracking number into that request for eBay to help you. eBay is protecting Sellers impacted by Hurricane Helene.

https://community.ebay.com/t5/Announcements/Seller-Protections-are-in-place-for-sellers-impacted-by/...

What does the tracking show now on the USPS site?