Cancel or Refund on Lost Package

[capital_nick]

Hi all. A package I shipped has been stuck in a NY distribution center limbo for over a week.  To be delivered in NY coming from NJ.  No movement.  Just keeps saying it'll arrive late.  I've initiated a missing package claim.  Still nothing for a couple days.  The buyer is getting antsy with what's going to happen.  If there's no movement in the next day or so, is a refund or cancel of order the better option?  Thank you.

[fern*wood]

Have they opened a not received claim?  I've had packages stuck a lot longer than that, so if you have time, I would keep in touch but not jump to refund.

[capital_nick]

They have not.  I have been in regular touch assuring them I'm not going to just ignore them and to be patient.  How long should one wait before I suggest they open a INR?

[silverstatetreasureboxes]

@capital_nick 

Don't do anything just yet, like the previous poster I've had delays longer than a week. Sign up for tracking updates daily and keep your buyer informed. It will get moving again ( aren't they having an ice storm right now?)

[capital_nick]

Not at the moment.  We had some snow in the area over the weekend.  But nothing mail-crippling.  There's snow tonight though.  I have tracking updates and all that.  Thank you for your response.

[fern*wood]

I believe they have a month from the estimated date of delivery to open a case.  Hopefully your buyer will show some patience, but if they do decide to open a return, that will still give you a little time before refunding.  Just don't let ebay do it for you.

[nyr134]

My recent experience: a package sent from NJ to NYC on 1/14/25.  It arrived at a distribution center (10199) the next day.  And there it spun around with daily updates (mostly processing with one excursion to a nearby post office) until it finally got delivered two days ago.  My buyer was patient - the thing was over 100 years old, so I guess he figured he could wait a bit longer for it.  I initiated a missing mail search which let the buyer know of my concern but there was no discussion of a refund.  Tell your buyer you “know a guy” who just had the same thing happen. 
Is yours stuck in 10199?

[12345jamesstamps]

When is the estimated date of delivery? 

I would not refund unless an item not received is done.

I would check eBay buyer ID in feedbacks to make sure this was not a 'freight forward' delivery.

[herecometheplayas]

I usually don't refund until the post office tells me the item is lost after I initiated a lost mail case. eBay has extended the INR date once I uploaded the tracking showing that it was shipped. I do this now because out of about 15 "lost" packages since 2000 I've only had one that just disappeared. All the rest arrived eventually after a replacement or refund was sent. And out of those 14, only one repaid me. Not a peep out of the others

[nyr134]

Interesting stat on your “lost” shipments.  I would have thought (hoped) that there were more honest buyers out there.  Did you reach out and ask for repayment on those 14?

[caldreamer]

You cannot "cancel order" after it has been shipped.    You can "refund customer" on your own or ask them to open "did not receive item" (and get a "defective" on your account).   

An alternative would be to thank them for their patience and offer to refund "shipping only" (and if item does not arrive in 7-days you will give them a "full refund").

Once you give customer a "refund" you cannot get paid if item arrives at a later date.

[reallynicestamps]

They have not. I have been in regular touch assuring them I'm not going to just ignore them and to be patient. How long should one wait before I suggest they open a INR?

I hope you didn't initiate the conversation.

Most people are not particularly anxious about their purchases arrival date. They get so many the order/arrival dates are blurry

If the customer is not complaining, shut up.

Never suggest an INR.

You can refund without an INR and any Claim, even those promptly settled, earns you a black mark on your selling account.

Just keep quiet and polite.

[inhawaii]

Stay friendly and cordial with the buyer.

Keep him from filing a INR as long as possible.

When he files a INR ebay will give you a few days.

If the package shows no movement you will have no choice but to refund.

[mam98031]

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@capital_nick wrote:

Hi all. A package I shipped has been stuck in a NY distribution center limbo for over a week.  To be delivered in NY coming from NJ.  No movement.  Just keeps saying it'll arrive late.  I've initiated a missing package claim.  Still nothing for a couple days.  The buyer is getting antsy with what's going to happen.  If there's no movement in the next day or so, is a refund or cancel of order the better option?  Thank you.

---

I am sorry to hear this and I'm sure your buyer wants what they ordered.  You have received some great advice so far on your thread.

Couple things I'd add.  You would not EVER "cancel" this transaction.  That would not be the correct process for something like this.  The transaction should exist, it is just experiencing a delivery issue.

I understand your buyer is getting antsy, but just do what you can to keep them calm.  You are doing the right thing by keeping them informed.  Do NOT refund this buyer yet, it is way too soon.  

When you get an INR filed against you or if a buyer notifies you of a delayed shipment, IMHO these are the steps to take.

If there is an INR, Enter your tracking number into the INR.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.  It helps you to stay completely informed on the movements of the package.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker in my experience.
https://usps.my.site.com/emailus/s/package-inquiry

Stay in contact your buyer, like you are currently doing.  If at some point the INR is opened, then keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[capital_nick]

The zip code comes up as 11256.