How do I deal with lost packages?

[kelsautoparts]

I have sold on Ebay for a long time and I guess I have been lucky so far. Let me say that I have no issue with refunding a buyer. This is just the cost of doing business. So last year UPS lost a package. I thought ebay handled situations like this since I buy my shipping through them. So I contacted the buyer and ebay and waited the 7 days for ebay to step in. I refunded the buyer and filed for and received a refund from UPS (nightmare!) The problem is now I have a ding on my performance of "case closed without seller resolution". I just had another package shipped with Asendia that got lost in Mexico customs on March 20 and because I am afraid of another ding on my account, I waited the 7 days and refunded the buyer. Does ebay handle any of this or is it the seller's responsibility?  Can someone lay out the process for me? How do I handle this correctly without getting a ding on my account? How do I deal with a lost Asendia shipment? Im concerned more about keeping my account health then the money part of it.

[rfmtm · Accepted solution]

Never wait till ebay steps in, nor ask them to.  Resolve the issue yourself and avoid any account strikes or other penalties.  Always respond to any buyer dispute within three days.

Always file a lost package claim with the carrier as soon as it appears lost, even though not officially considered lost for 21 days.

You should file a lost package claim with UPS. The process for labels purchased through eBay is specific. Follow the instructions here:

https://www.ebay.com/help/selling/shipcover/shipping-insurance-shipcover?id=4643#section3

You can also refer to this handy step-by-step guide:

https://ir.ebaystatic.com/pictures/sc/pdf/UPS_Claims_Process_for_eBay_Sellers_2022.pdf

[kensgiftshop]

The only time Ebay would handle it is if the item was shipped EIS and it made it to the US hub.

Other then that, it's up to the seller to take care of.

A a seller, you never want Ebay to step in.

[gloryglorygifts]

When a buyer opens a case, and ebay asks for the tracking number, you should provide it immediately. No waiting, just do it. Make sure that you upload any tracking from other sources into your ebay sales transaction too. Responding to cases immediately is your only protection against defects.

It is the seller's responsibility up until the customer receives the package. You can file claims with the shipping companies, but I would tell the customer to open a case first. Never wait and don't just refund either. Have them go through the proper channels with ebay. It's a protection for both buyers and sellers.

As @kensgiftshop  said, ebay will only take care of it if you use EIS. I had something go missing in Mexico two years ago and thankfully it was shipped through EIS. Buyer was covered under the ebay protection, so nothing came out of my pocket. 

[kelsautoparts]

Thanks everyone for your replies. Luckily, this doesn't happen that often. I got this issue resolved and hopefully, I will be better prepared next time. 

[inhawaii]

1) Once you've determined the package is in fact lost, refund the customer.

Try not to hesitate. The customer shouldn't have to wait a unreasonable amount of time.

2) It's your responsibility to file a claim with the carrier. Ebay will not help.

The only thing ebay will do if asked to step in is refund the buyer for you ... and give you a ding.

[johnrj1226]

The seller  is always responsible for getting the paid for purchase to the buyer in the conditions as  presented in the  seller's listing.  The seller packages the sold item, knows  the  weight and size of the package, select the carrier and the service level. and makes certain the package is adequately insured   BTW the  buyer actually  pays for the shipping label when they  pay  you..

eBay  just makes sellers follow all  policies and rules and you pay all your  bills. 

Suggest  you review  the User Agreement that you agreed to when you became an eBay member and all  those embedded link.

GL