Delayed Shipment

[makoan-37]

Hi, so I have a dilemma I could use some help with:  I made a sale ($18) to a buyer in Hawaii.  The buyer chose USPS ground, she paid on 3/13, and I  shipped the item the same  day.  The buyer opened a case yesterday (4/1) stating that the item has not moved on the tracking since 3/22, and she requested a refund.  I responded to her and told her I would open a case with USPS, which I did on 4/2.  USPS informed that ground shipments go by boat to Hawaii, and that the package is on the boat but it won’t sail until the boat is full and the weather is clear, so the buyer likely won’t get the item for 4-6 weeks.  I am now questioning whether I should refund the buyer.  I am a fairly new seller, and really don’t want a bad review or a negative case against me, and $18 really is not all that much money.  However, the buyer will be eventually getting her skirt, and the delay is through no fault of mine.  I have gone back and forth and can’t decide what to do!

[mam98031]

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@kensgiftshop wrote:

If the buyer has filed an INR, not much you can do but refund, since there has been no tracking updates lately.

Ground to Hawaii does take awhile, I think they put them on a row boat.

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That is not necessarily true, especially on INRs.  It depends on the specifics of the transaction.  Some I refund, others I don't.  It is best to take it on a case by case basis.

[mam98031]

@makoan-37 

If you haven't done this already, go to the INR claim and send a message to your buyer, copy this email you got from USPS into that message to your buyer so they are fully informed.  Communication is your best defense in cases like this.  Keep that buyer completely informed.

[mam98031]

Blocking a buyer does NOT stop a buyer with a current transaction from being able to communicate with the seller.  Unless something changed very recently in the policy that I'm unaware of.

[richard1rst]

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@12345jamesstamps wrote:

Do not refund unless eBay tells you to refund on a certain time frame. Then you have to. The item may never show as "delivered".

And re-enter tracking on the claim.

I hardly think item would take 4-6 weeks to arrive.

There is sometimes when item scanned is not scanned "delivered" but got delivered.

I have items not scanned "delivered' since March 2023 but the buyers were honest and gave positive feedback.

I would block the buyer from future purchases of course.

And not to be a prune...as a merchant marine....please use the word "ship" and not "boat"in the future...I think of a boat as a canoe or something that size. 

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"ship", "boat" tomato tomahto.

Seems to me that submarines are somewhat larger than a canoe. As is the "Love Boat".

And there is this from The American Heritage® Dictionary of the English Language, 5th Edition •

boat /bōt/

noun

1. A relatively small, usually open craft of a size that might be carried aboard a ship.
2. An inland vessel of any size.
3. A ship or submarine.

[buyselljack2016]

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@mam98031 wrote:

Blocking a buyer does NOT stop a buyer with a current transaction from being able to communicate with the seller.  Unless something changed very recently in the policy that I'm unaware of.

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Several months back it was posted that blocking an ID also blocks "ALL" communication even if there was a recent transaction even when the seller does not check mark the box to block communication for ID's that are blocked. That was confirmed by a "blue". I believe it was kyle. 

I have heard of no/read of no change to that eBay policy change.

Sellers protested that change as there are instances when a repeat purchase is not desired from the buyer at the moment, but there may be details to work out with the present transaction that could be positive for both buyer, and seller, but again, to my knowledge (I don't always know what is going on) eBay has remained steadfast in their decision.

ETA: the buyer does not know that they have been blocked from "communication".  Message just appears to have been sent leaving the buyer to think that the seller is ignoring.  At the time that this started, two regular forum members tested the "send communication after being blocked by a seller" and confirmed that there is no indication given to the buyer that the message is just going out into cyberspace. (the two were not involved in a transaction)

[evry1nositswindy]

Be proactive and sign up for email updates.  You can update the buyer and let them know you are on top of it.  That is what I have always done and had good outcomes.  Living in Hawaii, they are used to delays.

[inhawaii]

USPS informed that ground shipments go by boat to Hawaii.

That is false.  It goes by air.

I would advise the buyer to file a INR (item not received) case with ebay.

That will buy you some time.

Hopefully the item will arrive by the time ebay decides you need to refund the buyer.

[wastingtime101]

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@mam98031 wrote:

Blocking a buyer does NOT stop a buyer with a current transaction from being able to communicate with the seller.  Unless something changed very recently in the policy that I'm unaware of.

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Haha you recently said this was old news which is why you wanted my discussion thread shut down where sellers were actively submitting feedback for kyle@ebay to escalate on this problem. There's a link in the OP on the below discussion to the information you're seeking:

https://community.ebay.com/t5/Selling/Changes-to-Buyer-Blocks/td-p/33977166

The link within that OP takes you to this post from Kyle:

https://community.ebay.com/t5/Selling/Cant-receive-messages-from-Blocked-Buyers-Anymore/m-p/33976486...

I posed the question back in September:

Can buyers blocked through the BBL still message you if they're in a recent transaction with you or has that changed?

Kyle's response was:

No, not anymore.

Read the 2 linked discussions to refresh your memory on your replies when these changes took place. 🙂

[dbfolks166mt]

     A couple of pieces of missing information. What does eBay show as the expected delivery date on the item and what does the USPS tracking show as the expected delivery date. I am going to assume since your buyer opened a INR case that it is past the estimated eBay delivery date. You have little choice but to refund the buyer. If you do not they can ask eBay to step in and eBay will fully refund them and retain your fees. If you refund and close out the INR eBay should credit you back the FVF's. 

     I would file a lost package insurance claim with USPS since it has been more than 15 days since you shipped the item. I cannot see USPS shoving packages onto a boat for domestic shipments when they have delivery timelines they are supposed to meet. Following is the timeline for filing claims with USPS. 

     I have not had the best luck with USPS this year and have had to file 4 lost package claims all of which USPS paid in short order. 

[mam98031]

@buyselljack2016 

I believe that has since been fixed as it never should have been that way.  The Site Preferences for Buyer Requirements is back to what it was before that change had happened and you have to turn on the ability to prevent blocked bidders from emailing you.

There never should be a way to block a buyer from contacting a seller that they have a current transaction with IMHO.  

I may be wrong on this.  I'll do some more research.

[mam98031]

cleared post was done by me.

[robbie31415]

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@inhawaii wrote:

USPS informed that ground shipments go by boat to Hawaii.

That is false.  It goes by air.

I would advise the buyer to file a INR (item not received) case with ebay.

That will buy you some time.

Hopefully the item will arrive by the time ebay decides you need to refund the buyer.

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Not actually correct.

It can go by air, but it might not.

If there is space avaliable it may hitch a ride.

If not then it will go by boat. Majority of mine have been air. 1 went by boat and took quite awhile.

[wastingtime101]

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@mam98031 wrote:

Does putting a buyer on your BBL that you have a current transaction with still prevent that buyer from communicating with the seller?

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Adding a screenshot of the buyer management page for reference.

[mam98031]

I understand it is there, but thank you.  All I'm trying to do is get clarity on the situation.  Nothing else.  I'm sorry I seem to be annoying you.

[cabofan1]

I shipped a bulk lot of Levis to Hawaii by USPS Ground from Iowa It was delivered in 2 days I was floored!

I cannot mail a letter inside the state and it be delivered that fast...

You never know how fast the mail will take