A new reality?

[everything-will-be-fine]

ebay sent a full refund to a buyer because he has not received an item even though the system shows that

• Processed Through Facility
• ISC NEW YORK NY(USPS)

Is this a new reality in ebay that it didn't ask sellers for confirmation that the item had been shipped?

[yuzuha]

Sellers have always needed confirmation that the item has been delivered, not just shipped.

[mam98031]

If a buyer files an INR, two things need to happen that will allow them to get a refund.  One is that it is past the latest ETA date on their purchase and the other is there has been over 10 days from the last date the package moved per the online tracking.

So when a seller gets an INR they aren't doing themselves any favors if they simply as the buyer to wait that the package is coming.  The first thing a seller needs to do is file a formal trace on the package with whatever carrier was used.  Then notify the buyer that you are working on the issue and that you have filed a trace on the package.  If the carrier was USPS it typically takes 48 to 72 hours to hear back from them during this pandemic, so make sure you let your buyer know that too.

If it is shipped with USPS you can go to the website and sign up for updates on any movement of that package.  You should do that too so that at the moment it starts moving you are notified.  This is useful before, during and after the INR.  Because if you end up paying the buyer back because too much time has passed on movement of the package, the you will be notified if it does eventually get delivered.  Then you can contact your buyer to see if they want to keep it, pay for it and/or send it back.

INR protection for sellers is VERY good on Ebay.  But we all have to remember, buyers are entitled to receive what they ordered.  It is part of our job to see that this happens.  Just because the item leaves our hands does not mean that our responsibility to the buyer ends.  Selling here has never meant that.