Item not received

[flybuyflybuy]

I sold an item on March 7th and shipped it via medium flat rate box 3 day priority on March 8th. Today is March 18th and they still haven’t received the item. If I refund the buyer will eBay refund me the total cost? The buyer is mad because it was $300 but I’ll be out the item and nothing to show for. Also, what if they receive the item after the refund?

[ferncliff-39]

@flybuyflybuy 

No, eBay won't refund, they don't have anything to do with lost packages, they only provide you the platform to purchase labels.

Let the buyer know you are submitting a Search Request with USPS and their patience is appreciated.  If you refund them now and they receive the package, it is up their honesty to pay you back for it, so you need to be proactive with USPS.

Go here and start the Search form - it usually shakes packages loose and you will receive an email from the local post office:

https://usps.force.com/emailus/s/

[flybuyflybuy]

Thanks ferncliff-39. I've been by the post office 6 times over the last 5 days and they can't tell me where it's at. The buyer bought it on March 7 and I took it on March 8. The only thing the tracking shows is they received it and it departed their facility that afternoon. Nothing has changed or been added since then. I opened a missing package request today to see if they can tell me where it's at. This guy has been messaging me and talks like it's my fault. I've never received negative or neutral feedback but I have a bad feeling about this one.

[flybuyflybuy]

This is my first time posting on the community so thanks fencliff-39. I opened the request so we'll see. The tracking shows nothing except it departed the facility I took it to on March 8. This guy seems to think it's my fault somehow and I'm afraid I'll get my first negative or neutral feedback.

[ferncliff-39 · Accepted solution]

@flybuyflybuy 

IF they do leave feedback, you can reply calmly that USPS confirmed receipt, lost in transit or whatever the case may be.  No need to worry about that yet.

The buyer can open a refund request a day or so after the "latest estimated delivery date" and if they do and it's still being searched for you can ask eBay to extend the timeline for the refund, they may or may not.

If I recall from USPS search requests I've filed in the past, I think it shows on the tracking that it was opened.

[flybuyflybuy]

Again, thanks so much. Fingers crossed and hoping for the best.

[wooden_flower]

Just to add to the excellent advice from @ferncliff-39 , if you do have to refund, go to usps.com and request a package intercept.  That will direct the package back to you when it finally turns up, instead of being delivered to the buyer.

[ferncliff-39]

@flybuyflybuy 

I forgot to explain, since you first asked about who will refund you (if it comes to that), that if USPS determines it is lost, you file a claim online at usps.com for reimbursement, depending on if you included insurance or not.

USPS Priority Mail includes automatic $50 insurance, you would have had to pay extra for any amount over that when  you purchased the label.

Hopefully it won't come to that- I've had to open several missing mail search requests over the past few years and they found and delivered every package 🤞

[flybuyflybuy]

Thanks to both of you for your help and advice. I've open a missing mail search and it does show on the tracking page. I'll let you know how it turns out.