Basic Selling question

[cards98765]

I had a request for refund as buyer says he did not receive item.  The tracking on this ebay standard envelope item is as such;

May 24th- Tracking number received

May 25th- In transit

May 26th- Origin Processing

May 27th- Out for delivery

Nothing since that.  It is NOT marked delivered.  I just received a request for refund on the item as not received.  I plan on refunding the purchasers money as soon as I type here.  What I am wondering is this the type of transaction where ebay guarentees?  Or would it have to have said delievered?  How do I go about using the ebay guarentee thing?  

It is for a very limited amount of money but at the same point I am confused by how the ebay guarentee works for ebay standard envelopes so figure this may be a good time to learn.  Thanks so much for helping.

[katzrul15]

@cards98765 

For e-Bay to protect you as a Seller, it would need to show "delivered" within the "delivery window" for the order.  (i.e. - cannot be late).  My guess is that it was delivered, quite some time ago, but not scanned at delivery as USPS remains resistant to scanning this classification of mail for some reason.  

BBL this Buyer and I am sorry this is what you are dealing with today.  Good luck with your refund.  

[zero29zero]

Not sure how well it works but ebay standard envelope shipments are supposed to have some sort of insurance you can file

The "tracking" shows that it was in transit so you obviously shipped it, you should file a claim, I think you have to wait 30 days

[itscalledapostingid]

You can file a claim as they come with insurance:

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=... 

[cards98765]

Yes, the insurance part is what I was wondering about.  I'm kind of struggling with A.) How to file one (where the buttons are and such)    and B.) I know a portion of tracking must be done on it but does it need to show it was delivered or just missing at some point in the mailing process.  

If this one qualifies I probably will do it just to learn how the process works.  Thanks so much

I didn't realize this was the type of transaction where you BBL that was surprising guess I gave the buyer the benefit of the doubt and figured they truely didn't receive it.

[cards98765]

Thanks for the link.  I hadn't seen that reply prior to my last message.  Does this work if the buyer claims they never received the item even if it is marked delivered?  What happens if you refund the money and then at a later point before 30 days is up the buyer receives the item (and it tracks as delievered) would you still be able to file for a claim?  Just trying to think of things that might come up in the future for better understanding.  Thanks so much.

[fashunu4eeuh]

"How do I go about using the ebay guarentee thing? "

Hi, the eBay Money Back Guarantee is for the buyer, not the seller, if that is what you are referencing. Your buyer has invoked it when he opened the Item Not Received Claim. When a buyer opens such a claim, the seller must refund regardless of his listing terms (unless the tracking shows delivery confirmation). Strongly suggest you read the policy and familiarize yourself with the program. It effects virtually every seller.

I noticed your remark that you gave your buyer the benefit of the doubt. I also do the same. I have found that most buyers are honest. So I likely would not have put the buyer on my block list. Of course there are those who take advantage of the situation, but I have yet to encounter it over the last 11 years. Was this a high dollar transaction?

[cards98765]

The part I am wondering about is the;

"Shipping protection

Although you're responsible for getting the order to the buyer in good shape, each eBay standard envelope shipment includes a $20 shipping protection plan on a single order, and up to $50 on combined orders to help in case of lost or damaged items.

If your buyer claims they have not received the item, we suggest working with them to resolve the issue, and then raise a claim with the included shipment protection to cover your losses.  

eBay’s seller levels and performance standards apply as they would for any typical eBay order."

It seems that this would mean that if the buyer does not receive the item I can make a claim and be refunded for lost monies on the transaction.  I am unsure whether this is if tracking is read and item never marks delivered (assume tracking would at least have to be read once for it to qualify).  Or if this would apply only if the item is delivered and then buyer claims they did not receive it.  As to the value of this transaction it is very miniscule so not worried there but planning on filing a claim if it qualifies just to learn how to do it and the process.  

[itscalledapostingid · Accepted solution]

You can file the claim in this case. It would be considered lost since it was not marked as delivered.