mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I have a situation where a buyer had a item shipped to a 3rd party re-shipper. I didn't notice it when I shipped it out since I sometimes have a lot of orders in the morning. Buyer opened up a INR yesterday so I looked at the tracking and noticed it was going to MIAMI so I looked at his user ID and he is in Honduras. So I looked up the address on Google and it is one of those freight forwarders. The Package was out for delivery on the 11th and of course USPS didn't mark it delivered. I wanted to contact an US CS Rep since the ones here on Ebay are totally unreliable. I went to Facebook since that's where everyone sends people to when they have an issue. Wouldn't you know, there is No message button. What's up with that. I don't have twitter or instagram. Just Facebook. What Now??
If an INR was opened, make sure you upload the tracking number to the INR right away.
Go to USPS website and review the detail tracking info.
On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.
Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry
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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
@mam98031 Not sure if you read my whole post or the update later posted, but I already did all the above mentioned.
But I do appreciate it....It might be helpful to someone who doesn't know what to do in this situation.
I will update everyone on the 22nd when I message Ebay back.
@gurlcat Yes, you are correct. When I went to message Ebay on Facebook there was the thread of a old message from a issue I had last year. I think that's why I feel good about the outcome. First of all it is a US rep and whoever I get the next time I message will be able to see the instructions that Lacy gave me.
I realize it's bold move but aren't you tired of these kind of buyers doing this? I don't have it happen but I see tons of it on the boards and some sellers don't know how to handle the situation so they cave and give a refund. I get it. It's scary. But they are taking advantage and if I can get one I'll be happy. It will also put a ding on his account. I'm gonna risk it and roll the dice...It's not about the money, it's the principle
If anyone is going to Ebay Live, Please put this in the ear of someone at Ebay. This is something that needs to be fixed. A simple click box in an INR case that says: Is this address a 3rd party shipper?
When I chatting with the rep she definately knew about the 3rd party shippers. We should have some protection. There needs to be a data base with all the addresses so that when this address pops up on an order you can have the option to accept or cancel the order. I know some of you don't mind shipping to them, which is ok but some of us just rather not have the hassle. I'm perfectly happy with Ebay international shipping. Best thing they ever did in my opinion.
Yes, I will update everyone when I get to the deadline. I plan on the 22nd. I don't want to wait too long and have it close with no response. I appreciate everyone here...you're always helpful. I'm not just fighting for me but everyone. If we can get a system going maybe Ebay takes notice. I'm always hopeful.
Not sure if you're just talking about trace/missing mail on packages with FF addresses, or all missing packages. Other than FF packages, it is absolutely worth filing. I have used it many times, almost always with success, in fact I just got a package "unstuck" with it last week:
I don't know if anybody else has noticed but USPS no longer requires or even recommends doing a "trace" (AKA "Package Inquiry") before filing a missing package search. I was already skipping that step for years because it never did anything but add time to my buyers' frustration. The fact that they've dropped it as a step tells me they knew it was a fake request all along, LOL!!
Here's how the page looks now. https://www.usps.com/help/missing-mail.htm
I still recommend doing the TRACE as it is still available and in my experience it is faster to get a response. But that is just my experience. I can't speak to others. But for me it was about 50/50 if I did a missing mail report if I'd even get a response.
Which is why I recommend to the following to those dealing with an INR.
If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.
If an INR was opened, make sure you upload the tracking number to the INR right away.
Go to USPS website and review the detail tracking info.
On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.
Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry
Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.
If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.
@gurlcat wrote:Not sure if you're just talking about trace/missing mail on packages with FF addresses, or all missing packages. Other than FF packages, it is absolutely worth filing. I have used it many times, almost always with success, in fact I just got a package "unstuck" with it last week:
so if they have a way to "unstick" packages I wonder why they do not automate the process? Why does it take a report being filed? they have all the data, they know or should know what packages have quit moving.
