eBay

capital_nick · ‎02-05-2025

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.

capital_nick · ‎02-05-2025

The estimated delivery was 27th-30th of last month. But has been at the distribution center since the 30th. The buyer lives in the same town as delivery according to their profile.

capital_nick · ‎02-05-2025

They reached out first and seem like they're impatient about "how long they should wait". It was apparently a gift for someone else.

daikr_0 · ‎02-05-2025

@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 had a similar situation where a package got stuck in a distribution center for over a week. I’d recommend giving it a bit more time if the tracking still shows movement is possible, but if nothing changes in the next day or two, issuing a refund or canceling the order might be the best move to keep the buyer happy. Let the buyer know you’re actively looking into it, and keep them updated. Communication is key in these situations. Hopefully, it clears up soon!

mam98031 · ‎02-05-2025

@capital_nick wrote:
They reached out first and seem like they're impatient about "how long they should wait". It was apparently a gift for someone else.

That tidbit just means your buyer is more upset because they intended it as a gift. I can understand their frustration. But you need time for USPS to do their research. I did explain in detail in my post above. The long winded one.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

iamalwaysright · ‎02-05-2025

@capital_nick wrote:
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?

Keep doing what you're doing. According to records your package isn't lost, yet. You're going to have to play the middle man between buyer and USPS and absorb any potentially unpleasant messages the buyer gives you. Do anything you can to let the buyer know that you're totally on top of this high priority issue and keep them calm and patient.

Never refund a not received item without INR forcing you to. The reason is because if you refund due to an INR, you might be able to come back to ebay and appeal it to get your money back if the package arrives to the buyer after the INR is closed. If you refund the buyer before any INR, ebay would refuse to give you your money back because there is no formal case to appeal. Ebay would say you refunded the buyer on your own accord and thus responsible for it.

I personally wouldn't suggest they open an INR unless the buyer threatens you with some ebay action. Because honestly chances are if the buyer reports you to ebay it'll result in an INR being filed anyway. The other thing they can do on ebay is leave you a negative, which MIGHT be removable after the dust settles. It depends. You want to avoid having an INR filed while the package is still in transit according to tracking because an INR puts a time limit that your issue needs to be resolved by.

Lastly if an INR can't be avoided you need to contact ebay and request that they put a hold on this case. Typically you get 5 days I think to resolve the issue before the buyer can have ebay escalate which will mean game over for you. But if you get a hold on the case, they can hold it for up to 10 days before the buyer can ask ebay to step in.

Hopefully everything you do will buy you enough time to either have the package moving, or confirm that the package is indeed lost. Either way, you'll know how to handle the rest and put this issue to bed.

capital_nick · ‎02-05-2025

Thank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.

iamalwaysright · ‎02-05-2025

@nyr134 wrote:
My buyer was patient - the thing was over 100 years old, so I guess he figured he could wait a bit longer for it.

Even if your buyer is over 100 years old, I wouldn't call him a "thing". He's still a person you know 😉

stainlessenginecovers · ‎02-05-2025

@capital_nick wrote:
Thank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.

Although you already opened- this is what you should do next time as well as going forward.

Stuck for 2 weeks (10 business days NOT including weekends)- open a 'missing mail'

Give that 2 weeks.

Then, refund the buyer and open a 'claim' for 'lost package' with USPS.

mam98031 · ‎02-05-2025

@iamalwaysright

I personally wouldn't suggest they open an INR unless the buyer threatens you with some ebay action.

That is excellent advice. IDK why some sellers seem to think there is some type of claim in place before you can really help a buyer. Whether an INR or INAD. There are so many times in my selling years that I've resolved issues with no claim being involved. If a buyer is working with you, work with them. Don't self sabotage your Service Metric Stats if you don't have to.

Actually how long Ebay will allow an INR to stay open is totally dependent upon the dates of entries on the Tracking. I believe it will stay open if there is a tracking entry within the last 7 days. Or something close to that.

Another little tidbit. Allowing an INR stay open and then get closed and refunded by Ebay is NOT harmful to your selling account like it is when an INAD is forced closed by Ebay and refunded.

One of the advantages on an INR to allow Ebay to close it if necessary, is that if the item does get delivered after that date, you can appeal it to Ebay and sometimes get Ebay to refund YOU. But you can ONLY appeal cases that Ebay closes.

Refund the buyer: The buyer will get a full refund, including the original shipping costs. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more.

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

iamalwaysright · ‎02-05-2025

@reallynicestamps wrote:
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
This is true. My wife orders so much that we have stuff coming in every day. Our house as a package inbox now filled with packages yet to be opened. Sometimes things sit in there for weeks before being opened. I kinda don't want to open them (especially since they are addressed to her) because I'm afraid to know what she bought and how much she spent on it.

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.
All this is also true. Don't poke the bear.

mam98031 · ‎02-05-2025

@capital_nick wrote:
Thank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.

I believe that. And many sellers here will tell you to file that report too. I can just share with you what I have found to work better and that is the Trace. I get responses on a Trace each and every time I have to file one. On Missing Mail reports, that has not held true for me. More of them never create a contact with me from USPS beyond the initial email telling me I filed this report.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

iamalwaysright · ‎02-05-2025

@capital_nick wrote:
They reached out first and seem like they're impatient about "how long they should wait". It was apparently a gift for someone else.

Yea this is an issue with no winners and any unpleasantness on either side is valid. Just remember that when replying to the buyer in case they get nasty. Others have mentioned to show the buyer proof of all the work you're trying to help, usually this helps buyers back off if they know they are your top priority. You just basically have to be a punching bag now and take any outbursts from the buyer.

mam98031 · ‎02-05-2025

@stainlessenginecovers wrote:
@capital_nick wrote:
Thank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.
Although you already opened- this is what you should do next time as well as going forward.

Stuck for 2 weeks (10 business days NOT including weekends)- open a 'missing mail'
Give that 2 weeks.
Then, refund the buyer and open a 'claim' for 'lost package' with USPS.

I would never wait 2 weeks to respond to a buyer's concern for an undelivered item. If they tell me one day after delivery was due, I respond and if tracking shows no movement for a few days, I file the Trace right away. And when a buyer contacts me, no matter if it is one day after I'VE shipping, I sign up for email updates as entries are made to the tracking.

I'm glad your procedure works for you, but for me, my customers would never stand for me telling them all will likely be OK, if tracking doesn't show any movement for 2 weeks or more, I then will file with USPS in an effort to find out where the package actually is.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

iamalwaysright · ‎02-05-2025

@capital_nick wrote:
Thank you for all of this. I've done just about all you said. I did unfortunately already initiate a Missing Mail. I got that recommendation from an USPS associate.

Try calling the actual PO that the tracking shows it's at. I don't think I've ever called a distribution center, but with the local PO's that I've called are pretty friendly. I end up talking to the Postmaster. Sometimes it helps, sometimes it doesn't. Worth a shot and you can also mention this to your buyer and tell them the outcome of the call.