Regards,
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Hi @bricks-479
The following applies to packages shipped via USPS and not cards shipped via eBay Standard Envelope. Your post makes it sounds like this is a package not a card shipment. (Note: I know you said the package was eventually delivered but part of the following is instructional in cases where packages are late)
This may help although part of this is not going to be the answer you want to hear:
-If a Buyer files a claim that they have not received their item they can't do that until one day past the original estimated delivery date
-You as the seller then upload tracking to the claim, which is a 4 day time period. As long as USPS & eBay update tracking you are protected.
-On day 4 of the claim if the package has not been delivered you can contact eBay and ask for an extension, which they will grant up to 10 days. Sadly, eBay does NOT publish this anywhere that I know of, this is just something I know and have done on a few occasions.
-If you refunded before the end of the 4 day claim then the Buyer will be able to keep the item if and when it is delivered and you will lose the item and the money unless the Buyer makes an effort to pay you outside eBay
-If you did not respond to the claim in 4 days then on day 5 eBay can close the case, issue the refund from your account and let the Buyer keep the item if it is ever delivered. When you do not respond to a claim your account also gets a defect for an unresolved issue.
-Whenever a Buyer opens a claim that they have note received the item you should open a Missing Mail piece claim with USPS.
-Some Buyers
-This winter there have been many delays based on areas hard hit by winter storms, wild fires and other natural disasters. It is possible your package was either going to OR through one of these areas and a delay occurred. You would be given some protection by eBay but might have to request a call back to speak with them: eBay Customer Service
In closing let me say I am sorry this happened.
Hi @bricks-479
The following applies to packages shipped via USPS and not cards shipped via eBay Standard Envelope. Your post makes it sounds like this is a package not a card shipment. (Note: I know you said the package was eventually delivered but part of the following is instructional in cases where packages are late)
This may help although part of this is not going to be the answer you want to hear:
-If a Buyer files a claim that they have not received their item they can't do that until one day past the original estimated delivery date
-You as the seller then upload tracking to the claim, which is a 4 day time period. As long as USPS & eBay update tracking you are protected.
-On day 4 of the claim if the package has not been delivered you can contact eBay and ask for an extension, which they will grant up to 10 days. Sadly, eBay does NOT publish this anywhere that I know of, this is just something I know and have done on a few occasions.
-If you refunded before the end of the 4 day claim then the Buyer will be able to keep the item if and when it is delivered and you will lose the item and the money unless the Buyer makes an effort to pay you outside eBay
-If you did not respond to the claim in 4 days then on day 5 eBay can close the case, issue the refund from your account and let the Buyer keep the item if it is ever delivered. When you do not respond to a claim your account also gets a defect for an unresolved issue.
-Whenever a Buyer opens a claim that they have note received the item you should open a Missing Mail piece claim with USPS.
-Some Buyers
-This winter there have been many delays based on areas hard hit by winter storms, wild fires and other natural disasters. It is possible your package was either going to OR through one of these areas and a delay occurred. You would be given some protection by eBay but might have to request a call back to speak with them: eBay Customer Service
In closing let me say I am sorry this happened.
@bricks-479 wrote:I didn’t grant the refund, eBay did. I gave the buyer all the info I had after going into the post office and questioning them about the package. I didn’t know that wasnt good enough for him because he never responded. eBay said they gave the refund because I couldn’t provide proof of delivery which was impossible because it was still in transit. And I’m in the Midwest and we’ve had a bunch of snow on and off these past months which is probably why it delayed. So am I supposed to hope this guy has the heart of an angel or lose $250 or will eBay actually do something? I’ve tried calling and messaging but I’m not getting anything and I feel like I’m being ignored
Did you upload the tracking number to the eBay claim that the Buyer did not receive the item?
Did you try the link I provided to request a call back from eBay?
@bricks-479 wrote:I didn’t think I would need to do that as tracking was already on the order from the moment I printed out the label. I did, all I got was a robot that was no help and couldn’t get a person.
The claim requires Sellers to respond and upload tracking if it isn't already on the claim, having it on the transaction (order as you call it) is not the claim, that is how eBay handles it. Just clicking on the claim shows eBay (electronically) that you are engaged. eBay has no way to see what Sellers are doing, all they have are things they can monitor electronically.
Believe me I am really sorry this happened ...
I just clicked the link I provided, wait time for a call back from eBay is shown to be 1 minute. Here is a screen shot of that:
Please understand we are just trying to help and supporting you the best that we can.
@bricks-479 wrote:I don’t know how I was supposed to know that. When it asked me to resolve the issue it gave me three options. Provide tracking (which I thought it already had), refund the buyer (which I didn’t want to do), and message the buyer (which I did multiple times, but didn’t get any input back). I guess I’ll try and call on Monday, I think it’s already their out of business hours. I do appreciate your help
You are more than welcome ... for myself I think eBay could easily handle cases where an item is delivered after the claim period and a refund is send by a Seller. The already "hold" funds for new or low activity Sellers. They could do the SAME THING for claims that an item was not received. Since the Buyer already agreed to pay for the item then so what if they get it a little late (for many reasons as you well know). They could just hold the money for a week or two and if delivery occurs release it to the Seller.
@bricks-479 wrote:Well it was looking good for a minute. They told me not to worry and it will be taken care of but now they want me to try and talk to the buyer and work it out between ourselves. He isn’t responding of course. If you can screw someone out of there stuff and money why would he go out of his way to make it right? eBay hasn’t been helpful at all really, I messaged them on Instagram and I’ll see where that goes. If that doesn’t work out I’ll need to go another way on handling this. I’m not letting this go and I’m **bleep**. Seller protection? What a joke
I agree 100%. eBay could EASILY put the Buyer's money on hold for up to 30 days just like they do for new or low activity Sellers. I mean the Buyer DID agree to pay for the item when they first purchased it right?!? Sure they did. So what if it was a little late, that happens ...
