How to handle refund for a package that never arrived

[erbr-9605]

I sold an item a while ago. I shipped the item shortly after and I received my money. The package was never delivered to the buyer. Since the buyer paid, and the package is in his name, and he has opened a claim with USPS, according to Ebay and USPS, the package is his. I can't do anything with it or investigate the claim any further.

The buyer has messaged me and discussed a refund. If he doesn't receive the package, I agree that he is entitled to a refund. I intend to issue that refund. But I want to make sure the package is considered mine again before I issue a refund. If I issue the refund now, and USPS finds it, they'll send it to him, and I'm out my money.

As I mentioned earlier, I can't cancel or reroute the package because it is not mine. How does someone handle a situation like this? After I refund the money, how can I make sure the package is considered mine, and USPS returns it to me if they find it?

[wooden_flower]

Have you tried entering a package intercept at usps.com?  As the sender, you should be able to request it, regardless of the claim.

https://www.usps.com/manage/package-intercept.htm

The buyer should not have entered the claim with usps - that was your responsibility.   I am surprised that eBay says the ‘a mage is his’.  Don’t be surprised if they make you issue a refund if the buyer opens a not received claim.

[erbr-9605]

I feel like I've tried everything. I remember seeing a package intercept but something stopped me from continuing. I finally talked to someone yesterday with customer services. They updated me on the case but said they couldn't do anything because it wasn't under my name.

[erbr-9605]

The buyer should not have opened a claim, but since he did, he's in full control. I can't change anything with shipping. He has an official request in for refund from Ebay. I'm going to wait for them to step in and see if they can tell me what to do. If they make me hand over a refund and can't do anything about changing ownership back to the seller, I think we just found a nice little loophole.

BTW, when is the package officially lost? Just because it hasn't gotten there in the estimated time, and it seems to be stuck for a few weeks, is it really lost? Theoretically, couldn't they find it under a pile somewhere and deliver it today? So does the buyer have the right to request a refund at this point?

[wooden_flower]

You should try a package intercept.  Usually either party can request it.  You do it online, don't talk to a rep.  https://www.usps.com/manage/package-intercept.htm

The buyer has a right to a refund as soon as the package is late, although if there is recent movement, eBay will usually extend the case for a few days.

Very few packages are actually lost - most eventually arrive unless damaged to the point of not being able to read the label.  Honest buyers will let you know when the package arrives and arrange repayment.

If you wait for eBay to step in, your fees will not be refunded and you will have an unresolved case on your performance. 

[kensgiftshop]

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@erbr-9605 wrote:

The buyer should not have opened a claim, but since he did, he's in full control. I can't change anything with shipping. He has an official request in for refund from Ebay. I'm going to wait for them to step in and see if they can tell me what to do. If they make me hand over a refund and can't do anything about changing ownership back to the seller, I think we just found a nice little loophole.

BTW, when is the package officially lost? Just because it hasn't gotten there in the estimated time, and it seems to be stuck for a few weeks, is it really lost? Theoretically, couldn't they find it under a pile somewhere and deliver it today? So does the buyer have the right to request a refund at this point?

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The buyer has the right to file an item not received case 1 day after the estimated delivery date.

If there have been no recent tracking updates, you will have to refund the buyer.

Until the package has been delivered to the buyer, you are still responsible for the package.

Since you're the shipper, put in for a package intercept through USPS.

[wooden_flower]

@kensgiftshop   the buyer opened a claim with eBay and through the PO.  He should not have opened the claim with the PO, but eBay has no way to stop him from getting an eBay refund and the claim payment from the po.

[kensgiftshop]

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@wooden_flower wrote:

@kensgiftshop   the buyer opened a claim with eBay and through the PO.  He should not have opened the claim with the PO, but eBay has no way to stop him from getting an eBay refund and the claim payment from the po.

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No, the buyer shouldn't have filed with the PO.

It might be wrong, but I've always heard, it doesn't matter who files with the PO, but any insurance claim would be paid to the shipper.

[wooden_flower]

@kensgiftshop  Thanks - I’ve never seen that - it will be interesting to find out!

@erbr-9605   We would love to hear your outcome. Thanks!

[kensgiftshop]

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@wooden_flower wrote:

@kensgiftshop  Thanks - I’ve never seen that - it will be interesting to find out!

@erbr-9605   We would love to hear your outcome. Thanks!

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Next time I talk to my sister, she's worked for USPS 20 some years, I'll ask her about it.

It would make since, since the seller is the one paying for the insurance coverage, if they ship Priority or purchase insurance.

[erbr-9605]

@wooden_flower 

@kensgiftshop 

Thanks for the replies. I tried the package intercept but it's ineligible.

Is there someone at Ebay that I can contact?

[kensgiftshop]

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@erbr-9605 wrote:

@wooden_flower 

@kensgiftshop 

Thanks for the replies. I tried the package intercept but it's ineligible.

Is there someone at Ebay that I can contact?

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When was this item sold and what was the estimated delivery date for the buyer?

[house*of*paws]

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@erbr-9605 wrote:

The buyer ... has an official request in for refund from Ebay. I'm going to wait for them to step in and see if they can tell me what to do. If they make me hand over a refund and can't do anything about changing ownership back to the seller, I think we just found a nice little loophole.

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Hi @erbr-9605 

BEWARE!  The buyer does NOT 'own' the item.  [I don't know where you got that idea.] 

If you wait for the buyer to ask eBay to step in to the case ... this is what will will happen to you:

• eBay will refund the buyer with your money.
• You'll receive a 'defect' on your account for not handling the problem by yourself.
• You will forfeit your fees.
• You'll likely receive negative feedback.
  
  

You do NOT have a 'nice little loophole'.  While buyers can start a claim with USPS ... the payment money would go to the seller UNLESS the seller has signed over the claim money to the buyer, which you didn't say you did.

I strongly recommend you do not try to avoid responsibility for refunding the buyer ... as it will backfire on you big time.  You have only 3 business days from the time the buyer opened the case with eBay to take charge of the case.  After that ... the boom will fall.

[erbr-9605]

@house*of*paws 

About the loophole thing, I'm not sure I know what you mean by "the payment money would go to the seller". I don't think there is any payment money. No insurance was taken on the package. So if the package is lost forever, I'm out $350 no matter what. I'm holding out hope that it's not lost forever, and once found, it will be returned to me. If I refund the buyer, and they find the package tomorrow, the buyer has received his item and his money back. Hence the loophole.

I intend to refund the buyer. I would refund him today if that would somehow automatically reroute the package back to me. That's what I've been trying to figure out ever since I assumed he would ask for a refund.

I've asked the buyer to contact the post office(s) in his location. I'd be all over that if I lived there. I live 2000 miles away so all I can do is call...and I have...many times with no answer.

[house*of*paws]

@erbr-9605 

I apologize if I misunderstood what you meant by 'loophole'.  I thought you were referring to an insurance claim, for which any payment would automatically go to you.

What is most important is for you to maintain excellent communication with the buyer ... so that the buyer feels a personal responsibility to repay you if the package turns up after they are refunded.  [That's the only way you would get paid ... assuming you cannot intercept the package.]

If the buyer has filed a case with eBay ... the only question is if you can refund the buyer before eBay does.  THAT is what will spare you additional unwanted consequences.  The buyer will be refunded in either case.  DO NOT let eBay be brought into the case.