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.

[mam98031]

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@iamalwaysright wrote:

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@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.

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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.

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I don't think anyone said that.  But what "proof" is it that the seller should show the buyer?  Certainly you can tell the buyer you opened a Trace on the package or a Missing package report.  I suppose you could give them the number of the report.  I've never done that, but I suppose one could.  I've never given any buyer "proof", but certainly I've explained what I've done.  What are you considering "proof".

FYI If a Missing package report is filed, there is an entry on the tracking noting that.

[iamalwaysright]

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@mam98031 wrote:

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@iamalwaysright wrote:

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@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.

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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.

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I don't think anyone said that.  But what "proof" is it that the seller should show the buyer?  Certainly you can tell the buyer you opened a Trace on the package or a Missing package report.  I suppose you could give them the number of the report.  I've never done that, but I suppose one could.  I've never given any buyer "proof", but certainly I've explained what I've done.  What are you considering "proof".

FYI If a Missing package report is filed, there is an entry on the tracking noting that.

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I was just loosely paraphrasing. I was referring to pretty much everything you juts said and what others have said of similar nature. Screenshots too if you have to depending on the mood of the buyer.

[mam98031]

Thank you, I was trying to make sure I didn't miss something important.

I can't say I've ever had to send screen shots to a buyer.  Just email recaps on my efforts is all I've ever done.  The vast majority of the time that works as long as we stay civil and professional.  I have had many packages arrive late over the past year, but never had one not get delivered at some point.  

Thank you again.

[capital_nick]

It shows on the tracking updates that a missing package report was opened.  That in turn actually prompted the buyer to say "It says my package is missing.  I want a refund".  I then had to explain that it was because of me.  And THAT was after I already told them I was going to open a report.

[12345jamesstamps]

If the buyer opens a claim on eBay I would refund considering the estimated date of arrival has past and buyer eBay ID is USA. 

I usually would say something like in the refund...if it shows up just repay me in Pay Pal or if it is returned I will let you know and we take it from there.

I am thinking the item is '100 years old' and not the person?

[inhawaii]

I just had a INR today.

I apologized to the buyer and gave him a immediate refund. 

As a nice gesture, i'm going to send him another one free of charge.

Running behind, original estimate was Thu, Jan 16 - Wed, Jan 22

1. Sat, Jan 18

   12:00am
   In Transit to Next Facility, Arriving On Time
2. Fri, Jan 17

   12:00am
   In Transit to Next Facility, Arriving On Time
3. Thu, Jan 16

   12:00am
   In Transit to Next Facility, Arriving On Time
4. Wed, Jan 15

   12:00am
   In Transit to Next Facility, Arriving On Time
5. Tue, Jan 14

   8:05pm
   Arrived at USPS Regional Origin Facility

   HONOLULU HI DISTRIBUTION CENTER, 96820
6. Tue, Jan 14

   3:42pm
   Departed Post Office

   EWA BEACH, HI 96706
7. Tue, Jan 14

   10:19am
   USPS picked up item

   EWA BEACH, HI 96706
8. Tue, Jan 14

   10:19am
   Estimated delivery date updated to Tue, Jan 21
9. Mon, Jan 13

   11:06pm
   Shipping Label Created, USPS Awaiting Item

   EWA BEACH, HI 96706
10. Tue, Jan 14

    2:06am
    Tracking number provided

[herecometheplayas]

For the first few, but after no replies I stopped bothering. As people here like to say "that's the cost of doing business". More like internet shoplifting to me

[herecometheplayas]

If they open a claim, input the tracking and wait. You have, I think, 3 days to respond further. Many of my INRs show up in that 3 day time frame and eBay closes the case if they don't hear from the buyer. I will also chat with eBay and let them know the item is in transit and usually they will hold off "stepping in" to close the case for a few more days. It all depends on how impatient your buyer becomes about something that is out of your control. 

[gloryglorygifts]

That's a mail hub in Brooklyn, that has extremely heavy traffic. Mail from Brooklyn, Manhattan, Staten Island, and Queens is sorted through there. Give them a few days to respond to you. 

[mam98031]

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@capital_nick wrote:

It shows on the tracking updates that a missing package report was opened.  That in turn actually prompted the buyer to say "It says my package is missing.  I want a refund".  I then had to explain that it was because of me.  And THAT was after I already told them I was going to open a report.

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That is a good point and yet another reason why for me I do not start off with the missing mail report.  

When you open a trace, it isn't noted on the tracking.

[mam98031]

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@12345jamesstamps wrote:

If the buyer opens a claim on eBay I would refund considering the estimated date of arrival has past and buyer eBay ID is USA. 

I usually would say something like in the refund...if it shows up just repay me in Pay Pal or if it is returned I will let you know and we take it from there.

I am thinking the item is '100 years old' and not the person?

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This is how sellers get in the pickle of the item getting delivered after they refund the buyer.

In my experience with this, if you are polite and keep the buyer informed, they will willing work with you for awhile so you can try tracing the package and working with USPS.

Telling a buyer or asking the buyer to pay you after the refund because the item comes in, doesn't work out as well as most of us would hope.