Buyer threatening to open "Non Delivery" case--while item is still in transit!

[stephenjf510]

So here's a weird one--I sent an item via Media Mail on 5/12 (exactly one week ago today), and yesterday the buyer sent me a curt message: "Where's my item? Hope delivered on Thursday or filing a case". I looked at tracking and it turns out the item was "missent" and is now at a USPS location further from the buyer's address than a previous tracked location. 

However, it's only been a week and Media Mail can take up to 10 days under normal circumstances, sometimes longer. I (politely) went back and forth with the buyer a bit, with their most recent message (after I suggested they file a claim with USPS if they're concerned) being: "I will file a PayPal claim for non delivery. We will see, give it to Monday."

At this point there's no reason to think that the item is not going to make it to the buyer within the next few days, but it may not get there by Monday, knowing USPS. Can I be forced to pay a refund in this situation?  And if so, what would happen if I have to refund and then the package eventually gets to them? The weirdest thing is that the buyer is also a seller with thousands of transactions, including lots that would probably be Media Mail, so they should understand how this all works.

[heckofagame]

What is the estimated delivery date? 

[stephenjf510]

Today, 5/19. But with Media Mail (not sure about other services) it's not at all unusual for things to arrive late, sometimes up to several days or even weeks (in extreme cases).

[donsdetour]

Problem for sure: I doubt you can intercept a media mail: slowest method to ship by the way;

You need to see if you can and if it is worth the cost to do so...

If the open a case with eBay,  you might fight it: with PayPal or CC your going to lose.... (payment dispute).

[heckofagame]

Has the buyer checked the tracking? Apologize for the delay and give him/her an update as to where it is and what is going on. You can rightfully place the blame on the USPS. 

If they do file a claim, you will have several business days to resolve the issue. Hopefully, it shows up within that timeframe. Good luck!

[caldreamer]

If customer opens "did not receive item" you must provide tracking# proving item was delivered (or you will be forced to give full refund).    Customer also has option of "reversing charges" with PayPal and get refund.

If package gets delivered at later date (you will not get paid).    Unfortunately, this is all part of selling online.

To avoid this is the future....I would put in big red letters in all your listings "sent by Media Mail which takes 7-21 business days".    If you need item in a hurry "contact me before purchase and I will provide cost to ship via Priority Mail."

[stephenjf510]

I hadn't thought about trying to intercept--what would be the intent there? As far as I know the package will still be delivered to the right place, just slightly delayed.

I use Media Mail for shipping vinyl records, since that's standard practice and the most economical way. I doubt there's a way to intercept with MM, but there may be.

You think they'd win a dispute, even though in this situation the item is still on the way?

[stephenjf510]

Yes, buyer checked tracking and is aware of what's going on. Just seems weird that they'd file a claim against me just because the item is a few days late (which is very common, and of course USPS's fault, not mine). I've had things be delayed by weeks due to USPS issues and I never would have thought to file a claim against the seller.

[reallynicestamps]

Since eBay promised the shipment would be delivered today, you would lose any dispute.

So be prepared to refund.

And the buyer does not seem willing to be reasonable.

So be prepared to refund.

Nonetheless, when  you do refund, let the customer know that when the shipment does arrive he can reimburse you using Paypal. You may be able to give your PP address in the message.

I think that when the seller can provide a tracking number, which shows the shipment is in transit, eBay has been known to give an extended window for delivery.

But be prepared to refund.

Is Media Mail cheap enough to make the occasional Dispute worthwhile?

[stuff4divas]

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@stephenjf510 wrote:

I hadn't thought about trying to intercept--what would be the intent there? As far as I know the package will still be delivered to the right place, just slightly delayed.

I use Media Mail for shipping vinyl records, since that's standard practice and the most economical way. I doubt there's a way to intercept with MM, but there may be.

You think they'd win a dispute, even though in this situation the item is still on the way?

---

FYI- costs about 15$ to intercept

I had a similar case, not MM, but a mis-sent package. I contacted the correct receiving post office and asked them to send it back to me, which they did, as refused, bc I had already sent the buyer another of the item.

[dentalsales4u]

I was under the impression that if buyer files an INR case and you can prove that it shipped on time and is moving in transit, eBay will extend the time to give it a few more days before refunding the buyer.

Am I wrong thinking this?

[inhawaii]

Apologize for and explain the delay. Nicely ask the buyer to hold on a little while longer. That's about all you can do.

If the buyer decides to make a item not received case there is nothing you can do. Deal with it at that time. 

Good luck.

[stephenjf510]

That's crazy. Seems like 20-30% of the time Media Mail is delayed by at least a day or two. I had no idea buyers could get a refund just because something is a little late (but still on the way). 

[heckofagame]

The last time I had a buyer file an INR, I was informed that as long as the item has moved within the last 10 days, the case would remain open. 

[titipeo]

Interesting, I ordered a CD, and it was sent via media mail on 04/30. Delivery should have been between 05-10/05-13 . I ask seller if there is further update on this, since there is no tracking. However, I have not submitted a claim yet. I will wait until tomorrow to do so, since, seller has not responded to my inquiry.