Advise needed with experienced buyer

[pigeonsockstore]

I have sold an item in 21 may, overseas....in normal times the delivery would be 15 days more or less....

but with covid and riots on usa there are several delays.....was expected arriving 17jun (i allways give more time for the deliveries for this kind of situations)....my traking show me that the item is almost arriving to the buyer, delayed in fact but understandable through the circumstances.

the buyer opened a claim for "no received item"....(i explained him the circumstances)

The experience buyer now says short and dry....."i waited long enough, want a refund, my son is patiently waiting for the item"

Looks like want's the item and for free.....advise needed to deal with the situation...i dont mind neg feedback when facing bad personalities and dishonest....looks like knows very well how it works the system.

i know i have to keep it professionally and polite......so what should i say before he rings ebay for non received item or "delayed" when delivered......

tks in advence

[soh.maryl]

If the buyer has opened an item not received case in the Resolution Center, there's nothing actually that you CAN say or do.  

You will be required by eBay to refund the buyer, pure and simple.

Have you read eBay's Money Back Guarantee for buyers? It's a must-read for all sellers as well.  

Edit:  Your post makes it seem like you believe this buyer is expecting something for nothing.  He is just attempting to be refunded for an item he paid for but has not received.  What would you do if you were in his shoes?

[pigeonsockstore]

I can understand what you are saying.....but still with common sense the delays are effective for almost every one living in this new circumstances.  If you show to the buyer that the item is near his home (few days i expect at this point showed on tracking) i refund the buyer and he gets the item as well??

I showed him that is not lost, that is arriving, apologized and explained the situation, asked for a few days......

he ignored..... 

[lamber9347 · Accepted solution]

But that's the point of your issue. You cannot make someone be kind. Of course it is out of your hands for any delays in shipping during the covid pandemic. Yes of course everyone knows what is going on. However there is no law that a person has to be respectful and kind. No law that a person has to be decent. They don't want to wait any longer and there is nothing you can do. You may be able to recall your package if sent via the postal service but that may not guarantee you will receive it back and you will have to pay additionally for that. 

I'm sorry this happened to you but it's a part of selling online to strangers. People feel entitled sometimes specially over the internet. You probably have lost your item and the money and that's very unfortunate. Try to focus on more positive things and try to put this in your past so you can move on. Hopefully this wasn't an expensive item for you. Best of luck to you....