Open case on item lost by USPS

[mweber_88]

The buyer opened a case with ebay when they did not receive an item purchased from me.  I investigated via the USPS website and was contacted by the USPS that they indeed lost the package. I am trying to provide this information to ebay but don't have a way to do so.  I would like to refund the buyer and then be reimbursed through the USPS insurance. Not sure how to proceed. Has anyone else had this happen and how do I resolve this issue?

[lady_madonna]

@mweber_88 

If the buyer filed a Refund Request, you  issue the refund from the Request details.

File a claim with USPS: https://www.usps.com/help/claims.htm

[kensgiftshop]

Refund the buyer and if it was insured, open a case with USPS

[mweber_88]

The problem is, the buyer opened a case so I cannot send a refund. And there is no clear way to indicate that USPS admits the package is lost.

[lady_madonna]

@mweber_88 

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@mweber_88 wrote:

The problem is, the buyer opened a case so I cannot send a refund. And there is no clear way to indicate that USPS admits the package is lost.

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You refund from the case details.

You stated: "I investigated via the USPS website and was contacted by the USPS that they indeed lost the package." So now you file a claim with USPS so YOU can be reimbursed for the value of the item.

[disneyshopper]

Once the buyer files the case for an Item Not Received, YOU have 3 days to refund the buyer.  If you do not, on day 4, the buyer can go back to the case and click Ask ebay to step in to force the refund.  That will record a defect on your account for an unresolved case and you do not get the FVF credited.

[mr_lincoln]

@mweber_88 

-If the Buyer has filed an Item not received claim then you Refund them through the claim

-Get the USPS statement in writing that they lost your package AND if you insured the shipment for the item value then file the insurance claim to get as much money back as you can

-Good luck