Buyer opened dispute for not recieving a package but isn't responding to messages.

[digitalthing]

Hello all. I'm a new seller so please excuse me if these questions can be easily answered.

I recently sold an item that comes to around $80 with tax. After not receiving the package and the tracking not working, the buyer rightfully opened a dispute. I have sent a response to their dispute and a few private messages but they aren't responding and it's been a few days. Here are my questions:

1. Should I offer a refund or wait for their response? I definitely shipped the item on-time, but it seems to have been lost in transit or is just arriving late. I'm unsure why the tracking isn't working.

2. Will ebay automatically get involved if nothing is done or will the dispute automatically close if neither party responds?

3. How negatively will my account be affected by this? Will future payments be on hold?

4. What happens if the buyer receives the package after the refund? Can the buyer just keep it or will it be sent back to me?

Thank you for your time.

[klhmdg]

If a case has been opened - Load the tracking number into the case to show the item was shipped with tracking.

If you used USPS - go to the USPS site and check tracking.

You can request USPS to locate the package on the website.

Do not refund. You will not get repaid.

If you allow eBay to step in - you will loose and you will most likely not be selling much longer.

[downunder-61]

1. Unless tracking shows it has been delivered then you will need to refund the buyer in full, no need to communicate.

2. eBay will step in if the buyer asks them to and they may do that if you do not answer the case with either tracking POD or refund.

3. You will not be negatively affected if you refund or can prove delivery. Not sure on the payment hold.

4. If you refund the buyer and the package arrives later you contact your buyer and tell them eBay has advised the package is now delivered and provide details for Paypal so they can repay you, and cross your fingers.

[wastingtime101]

What shipping service did you use @digitalthing and when was the last tracking scan? If the last tracking scan was within 5 days eBay will put an extension to allow more time for delivery, but if it's been longer than that you don't want to risk escalation.

If tracking does not confirm delivery, you are responsible to refund the buyer.

If the buyer escalates eBay will force the refund, your account will earn a defect, and you'll forfeit the eBay fees. If you voluntarily refund by the date on the INR claim then your fees will be credited back.

If you voluntarily refund you can file an insurance claim with the carrier. Most services come with up to $100 included insurance. You can also attempt to file a package intercept which will come with a fee if the intercept is successful (but worth it on an $80 item).

If the buyer doesn't escalate then the claim will eventually time out with no refund, but since the buyer is non-responsive I would expect them to escalate when that deadline arrives. Don't let that happen.

If the package arrives after you refund the buyer is under no obligation to return it, though you can ask them if they'll refuse the package or if they keep it ask them to repay. Since buyer has been non responsive I would not count on their cooperation later.

[12345jamesstamps]

Just make sure eBay has the tracking where it should be posted under item sold. Check that.

Dispute that is open also add tracking to that dispute.

Sometimes tracking doesn't get scanned like it is suppose to and a buyer sees that and opens a dispute...due to you being new such buyers...a few...or one...will do this. A buyer I would usually block from future purchases.

[ckimodog]

@digitalthing 

As others have advised...DO NOT refund until you receive the item back in your possession.  Make sure you send them a label at your expense.  By the way, no returns does not mean refunds.  You should change your return policy or you will find yourself out the money and the item.  Since you don't accept returns, the buyer isn't obligated to return the item.  Be careful.

Happy Selling. 

[albertabrightalberta]

@digitalthing 

Is the claim for the computer parts that were sold on Sept. 15? If so, the buyer is past 30 days from EDD and ebay may not decide in the buyer's favor. (Ebay isn't consistent in their handling of 30+ day INRs.)

What does tracking show? Does it show movement at all? 

[wastingtime101]

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@ckimodog wrote:

@digitalthing 

As others have advised...DO NOT refund until you receive the item back in your possession.  Make sure you send them a label at your expense.  By the way, no returns does not mean refunds.  You should change your return policy or you will find yourself out the money and the item.  Since you don't accept returns, the buyer isn't obligated to return the item.  Be careful.

Happy Selling. 

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I think you copy/pasted info about a return. OP is about a non-receipt claim, not a return. 😉

[digitalthing]

Thanks for the reply! I shipped with USPS and got verbal confirmation that the package was sent, but for some reason the tracking was never scanned so it still appears as undelivered. The last tracking scan was on Oct 22nd and that was just saying that the label was printed.

The buyer has responded in the past and has seemed kind, but I will definitely take note of the risk of escalation.

[digitalthing]

Hi, thanks for the reply!

I have checked the USPS tracking but it says the item was never shipped, even though I shipped it and have verbal confirmation the post office handed it off to be shipped, after that I have no clue. I have attempted to request USPS to locate the package but their online form seems to be broken, I'll check again in a few minutes.

[albertabrightalberta]

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@digitalthing wrote:

I shipped with USPS and got verbal confirmation that the package was sent, but for some reason the tracking was never scanned so it still appears as undelivered. The last tracking scan was on Oct 22nd and that was just saying that the label was printed.

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What do you mean by "verbal confirmation that the package was sent?" 

Didn't you send it yourself? Did you bring it to the post office or hand it to your mail carrier? 

If you entrusted someone else to ship, that's dangerous because as this case shows, there's no proof that it was even sent. 

Even if a package doesn't get an "accepted" scan, it would have (or should have) some scan by now, even if not delivered yet. 

The "last tracking scan" you refer to isn't a scan. That's just a notice that a label was purchased but doesn't mean that the item was sent.

[wastingtime101]

Got it. It could be the package will get scanned when it gets to the buyer's local PO. I've had that happen before - no scans until delivery.

With the INR already open keep track of that deadline. Not worth the risk of a defect and loss of fees in this situation.

Filing an inquiry or insurance claim with USPS will be a waste of time if there isn't a single tracking scan confirming USPS package acceptance.

It's possible the buyer received the package and is taking advantage of lack of tracking, but I hope that's not the case.

[digitalthing]

ebay does have the tracking but it says the package was never shipped, even though I dropped it off at USPS.

[digitalthing]

Thank you for the advice! I will make sure to change that.

[digitalthing]

@albertabrightalberta 

the claim is for a Nintendo DS, fully working. The item was shipped on Oct 23rd but tracking shows that it was never even shipped.