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.

[digitalthing]

I shipped it myself, I visited the post office again just recently and they said that they sent it off to be shipped.

[wastingtime101]

The verbal confirmation from someone at the PO means nothing @digitalthing . Tracking and delivery scans are what count. Unless tracking scans populate, you'll be at a loss on this one. Write it off when you do your 2023 taxes.

[dbfolks166mt]

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

     When you "dropped it off at USPS" did one of the agents actually scan the label and provide you a receipt or did you simply drop the package into one of those bins/carts that they often have in the customer area? If you dropped it in a bin highly possible the item was stolen before USPS even took possession of the item. I had that happen once and have never simply dropped an item into one of the bins. 

    I get the item scanned and obtain a receipt from the agent that includes the weight of the item, how it was shipped and the tracking number. 

[dbfolks166mt]

@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.

     I don't see that item in your list of sold items. Did you sell this on another account or do you have a couple of items mixed up? I only see three sold items in the last 90 days. 

[dbfolks166mt]

I shipped it myself, I visited the post office again just recently and they said that they sent it off to be shipped.

     Odd response from the PO they do not "send it off to be shipped" they process and ship it they are the carrier. Did they even look up the tracking number? Did they provide you any proof that it was in the shipping process?

[dbfolks166mt]

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

For clarity did the buyer open a eBay case or a CC chargeback (dispute)? 

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:

By response do you mean you officially responded to the eBay case or chargeback? How did you respond and what information did you provide? 

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.

Depending on how you responded to the eBay case or the chargeback you may not have to take any further action if the buyer was automatically refunded as a result of your response. 

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

Again this depends on how you responded to the eBay case or the chargeback. If it was a CC chargeback and the CC company refunds the buyer, eBay will take the funds from your checking account to refund the CC company. If it is an eBay case it depends on how eBay rules on the case but if you cannot provide tracking information you are likely to loose. 

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

It depends on whether the buyer had to ask eBay to step in or if you resolved the issue with the response to the eBay case or the CC chargeback. 

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?

Depends on what type of buyer you have but since the tracking is not working you are probably never going to know if the buyer receives it. If they are a decent person they will let you know and either offer to pay you for it or return it but at that point eBay is out of the picture and you will have to work that directly with the buyer. 

[kensgiftshop]

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@digitalthing wrote:

@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.

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If you didn't get an acceptance scan, there's no proof you shipped it.

You'll have to refund the buyer.

[rugerskick]

Your local post office postmaster can help you with the tracking.  Get in touch  with them.

If you can prove it was delivered, you are ok.  Buyers responsibility to provide a secure place for any/all packages they are expecting.