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As long as tracking shows movement, the item is not lost. It is simply on holiday. Ground shipments will show no movement for 3-5 days while on a truck heading cross country because there are no in-transit scans while in the truck. If tracking halts for longer than that, it would be time to contact your local post office to see if they can internally kick it loose.
Generally, if a buyer opens a non-delivery claim and tracking still shows movement, eBay will keep the claim open for several more days to see if delivery is accomplished.
My personal opinion on this is to ask the buyer to stick with it another five days. Remind them that they have 30 days from the expected delivery date to open a claim, so they still have another week or two of protection. Keep them in the loop to let them know you are looking after their concerns.
If you wish, offer them a discount for waiting as long as possible for late arrival, but don't pay the discount until after the item arrives, since you might eventually be paying a full refund for super late "non-delivery".
I had a situation, as a buyer, where it was clear that my item would arrive after my eBay protections expired, if it arrived at all. I arranged with the seller to repay them after the item arrived, and then processed the non-delivery refund through eBay on the last day of protection. A week later, the item arrived and I repaid the seller through PayPal.
As long as tracking shows movement, the item is not lost. It is simply on holiday. Ground shipments will show no movement for 3-5 days while on a truck heading cross country because there are no in-transit scans while in the truck. If tracking halts for longer than that, it would be time to contact your local post office to see if they can internally kick it loose.
Generally, if a buyer opens a non-delivery claim and tracking still shows movement, eBay will keep the claim open for several more days to see if delivery is accomplished.
My personal opinion on this is to ask the buyer to stick with it another five days. Remind them that they have 30 days from the expected delivery date to open a claim, so they still have another week or two of protection. Keep them in the loop to let them know you are looking after their concerns.
If you wish, offer them a discount for waiting as long as possible for late arrival, but don't pay the discount until after the item arrives, since you might eventually be paying a full refund for super late "non-delivery".
I had a situation, as a buyer, where it was clear that my item would arrive after my eBay protections expired, if it arrived at all. I arranged with the seller to repay them after the item arrived, and then processed the non-delivery refund through eBay on the last day of protection. A week later, the item arrived and I repaid the seller through PayPal.
