Resolving an item not received case

[foreverflatwarellc]

Hello. I have a buyer who opened an item not received case. They purchased on Jan 23, item was shipped on the 24th with an estimated delivery date of 1/28-2/3. It seems as if  the package has stalled on 1/28. The buyer opened case on 2/6 saying that I need to cancel the order. I submitted a search request to USPS for the package. In my experience the package usually shows up, albeit sometimes 3-4 weeks late. So now I have to give the buyer a refund by tomorrow even though I shipped it out on time. Then after I refund, I guarantee the buyer will get their item and I will have no recourse, as they have already gotten their money back. Is their any seller protection solution in this situation, or anything else I can do? Thanks for any insight.

[fashionsandbeauty4u · Accepted solution]

@foreverflatwarellc 

I would first go on the USPS website and request tracking text or email updates. You should get an immediate response. That is different than filing a missing mail request. Once you have that immediate update and if the package is moving but running late, I would message eBay on their Facebook page and ask for an extension to the Item Not Received case. There's no guarantee they will say yes, but you could try.

If you do not get an extension, you'll need to refund in full by your deadline. This is where excellent customer service comes in play. Sometimes how you work with your customer now will go a long way when the package is finally delivered and you contact the Buyer to request payment again.