Buyer requesting refund when item isn't missing, yet.

[eclecticeducator]

Here is my dilemma. I shipped a set of books to the Virgin Islands. The buyer chose media mail. Needless to say, the estimated time of arrival that ebay gives is inaccurate, especially with the Covid issue. The tracking states that the item has been delayed and will arrive late but is still in the system to be delivered. It has only been 3 week, and from what I have read, deliveries to PO boxes in the Virgin Islands are taking 4 to 6 weeks---even, during the best of times, media mail can sometimes take this long. Problem: the buyer has requested her money back because the item hasn't arrived.  If it was documented as lost or missing, I wouldn't have a problem refunding the money. However, refunding her now would mean she gets the books, if they arrive, and never paid for them. Ebay's system states I have to refund within 3 days. Should I just refund or should I have ebay close the case with no seller resolution and ebay refunds the money;  so that if the books arrive, I can at least try to have ebay refund my money since it sent the refund, despite the explanation that it was only delayed in transit and not lost?

[donsdetour]

Options are:

1 You refund and no way to appeal. You dont take a hit on your seller metrics.

2: you let ebay refund and if it shows as delivered with in the time frame eBay allows (I do not know what that is)

you can appeal and MIGht (Notice the might) win.

Since the community chat is going on right now you could go there and ask this..if you are still around.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-November-11-1-00-pm-PT-Gene... 

[eclecticeducator]

it's not even within ebay's timeframe. they only allow 2 weeks for delivery,  and it has been a little more than 3 weeks. During "normal times" it would have most likely have arrived, but with media so unpredictable, it is never guaranteed. 

[donsdetour]

I have lost money due to delays with the sipping systems.

I know.

For book dealer the book rate is one the methods being delayed.

In your case the over seas part and customs may make it longer.

All I can do is give you the options to let you make a choice.

eBay has its rules: and for a short time actually protected the sellers: Now that is gone also.

Yet delays are still going on.

I am sorry this is happening to you.

[caldreamer]

When customer opened "DID NOT RECEIVE ITEM" you have 3 days to refund money.  EBAY will automatically refund money if you fail to do so.

Unfortunately, you have no option but to refund the money.   EBAY may have a penalty if you fail to do so voluntarily.

I suggest you send email to customer you will refund money but ask them to VOLUNTARILY send money (to your PayPal account) for item if it arrives at a later date.   EBAY cannot force customers to make payment after customer received refund.

Media Mail is notorious slow (when you sell an item...you should immediately send email to customer telling them expected timeframe and advise them there may be delays due to COVID.    Ask for their patience in advance and be sure to keep in touch with customer.

[luckythewinner]

The buyer chose media mail.

The buyer can only choose what you choose to offer.

especially with the Covid issue

COVID has been an issue since March.

Should I just refund or should I have ebay close the case with no seller resolution and ebay refunds the money

Having a case closed without seller resolution is not something I would even consider.

[herecometheplayas]

I just had a similar situation a few weeks ago. Buyer opened a "not received" case 4 DAYS after purchase. Tracking showed it was in transit, but had been mis-sent 6 states away. I chatted online with a customer service rep and they suppressed the buyer's ability to escalate the case for 2 weeks, to give it time to be delivered. I also opened a mail search at the usps website. The item never showed up, and I had to refund anyway, but at least it was given some time to travel. You might try that. Maybe I just got lucky, but apparently eBay DOES have the ability to keep the buyer from escalating. 

Good luck

[eclecticeducator]

the buyer had other options but chose media. as stated, even, if in the best of times, media can often take longer than ebay's specified time frame. finally, i can absorb the case closed because i am currently at 100% so that is why i am considering it.

[onnius]

I feel your pain - the buyer will absolutely end up getting the item, and is likely to just laugh at you if you refund first and request payment post-delivery.

I've been through this, and before I knew better, would refund buyers in the belief the USPS had lost the item, only for them to receive the item shortly thereafter - every single time - and never respond when I politely asked for payment - every single time. 

I'd rather take a hit to seller metrics than be a sucker/doormat ever again. Nor do I sell anything outside of the 50 states - the percentage of fraud attempts and shenanigans from offshore and international buyers was just too high.

[monster-deals]

---

@caldreamer wrote:

When customer opened "DID NOT RECEIVE ITEM" you have 3 days to refund money. 

---

Not quite accurate.

[vintage-camerastuff]

You don't have to refund in 3 days.  You have to respond in 3 days.  You send the buyer an email through ebay resolution explaining the delay in mail delivery due to the virus or whatever you wish to make up while asking the buyer to please be patient because the package should arrive soon at the same time asking them for an additional 2 to 3 weeks for delivery.  If the buyer doesn't respond with another email within the time frame given to them ( I  believe it is 30 days) ebay will close the case in your favor probably because the buyer received the package.   If the buyer responds in 2 to 3 weeks stating that the package has not yet arrived and tracking shows the package has not been delivered than you will probably have to refund.  But you can stretch it out if you know how to work the ebay resolution system.

[albertabrightalberta]

If you "let ebay issue the refund without seller resolution," you will get a huge ding to your account. 

In the future, I recommend against offering media mail and in any current listings in which you offer it, I'd remove it as an option. It's just too darned slow and even in the best of circumstances (without a pandemic), there are just too many cases where delivery doesn't happen in the timeframe ebay requires and buyers win the cases. 

And from what I've seen over the years, appeals rarely work even in cases where delivery is ultimately made. 

[inhawaii]

I think you have 3 days to RESPOND to the case.  Ebay is supposed to be giving sellers a little extra "slack" due to shipping delays.  Respond to the case and see what ebay has to say. 

If/when it is time to refund, i would send the buyer a nice message telling them that they will be getting a full refund but you would appreciate it if they sent you payment if/when the item shows up.   

Good luck and stay safe!

[dbfolks166mt]

     Unfortunately this is happening way to often these days and in most cases eBay is condoning and supporting it all because of the ETA date eBay gives the buyer is something they have absolutely NO control over.  You have a couple of options. 

     You can try to work the issue out with the buyer but they may already be aware of the problems, as a lot of scammers are, and are using the postal delays to in effect steal from sellers. Hopefully you can work the situation out with the buyer. 

     You can contact eBay CS and see if they can extend the delivery date and reject the INR case. Odds are slim  to none that they will assist you with this as they assist sellers with little. 

     You can refund the buyer and try to recall the package through USPS. There is a nominal fee for this so depending on the value of the books and where it is in the shipping process this may or may not be reasonable or doable. 

     You can refund the buyer and face the probability that at some point the package will be delivered and you will be out the books and the money. You could always ask the buyer to pay you if the books arrive but they have little incentive to do so. 

     You may want to add the Virgin Islands to places you will not sell to or cancel any future sales to the Virgin Islands due to shipping delays to prevent winding up in this situation again. 

[fashunu4eeuh]

Ebay ended the covid seller protections in shipping on 9-30-20. However, if your tracking shows recent movement, you can ask for an extension to give your package more time to arrive. These steps worked pre-covid, so they may not work now, but you lose nothing in trying.

Contact customer service and tell them what steps you have taken to keep the buyer informed of the shipping delay. If not done already, upload the tracking number to the case so the rep can see you mailed within your handling time, and review the transit of the package. 

Ask eBay to put a 10-day hold on the case, while you continue to investigate, and to give the package time to reach the customer.

Don’t be discouraged if the rep seems unfamiliar with the hold request. Thank them and reach out again to another rep.

I would also reassure the buyer they will receive a refund if the package does not reach them, and ask for their patience and cooperation. 

I agree with the other posters regarding offering media mail as a shipping choice. I would remove that selection. Sometimes it is necessary to protect your account first, even if it means raising shipping costs for a buyer. You can also extend your handling times to get more cushion, if that works for your circumstances.

Good luck! (PS—was this to the US Virgin Islands?)