Selforfun Volunteer Community Mentor
'deem a domestic package as lost'...it probably got delivered but not scanned.
As you probably know 'me' I have a lot of those 'tracking inactivity' packages still open from this year and last year...LOL
I don't do anything if buyer never contacts me...so far so good.
Wasted energy doing anything related to an item 'intransit...' forever.
Still open....
@12345jamesstamps wrote:'deem a domestic package as lost'...it probably got delivered but not scanned.
As you probably know 'me' I have a lot of those 'tracking inactivity' packages still open from this year and last year...LOL
I don't do anything if buyer never contacts me...so far so good.
Wasted energy doing anything related to an item 'intransit...' forever.
Still open....
I ask in this OP because a buyer specifically asked me and I never really thought about it since I rarely get domestic packages that actually get lost and not delivered.
The buyer was already impatient as his original message is, “package seems lost in the mail. Please send me a replacement.” Tracking shows the “arriving late” status and continues to show scan activity within the last day or two (beyond the “arriving late” status). So it’s obviously not lost. I reply explaining the “arriving late” status and the package is still moving (not lost) and it should arrive to him soon.
He replies that in all the years he’s been shipping with his company (I have no idea with what company, let’s hope he’s not a USPS mail carrier lol), he’s never seen a tracking with the arriving late status. Then he asks me how many days would I consider the package lost and just ship him a replacement. Hence the question in my OP.
Generally I do nothing unless the buyer contacts me as others noted it could have been delivered and not scanned. If you are looking at the tracking through eBay rather than USPS directly there is the possibility that the two data repositories are out of sync and eBay never picked up the latest from USPS.
I seldom use other carriers but assuming the process is the same. If the buyer contacts me or I get an INR it would depend on a number of variables that could have potentially impacted the delivery, weather, natural disasters............. or something like the Canadian postal strike. Depending on the class of postage you used, again this in reference to USPS, there is not much you can do with starting a claim with USPS prior to the following schedule. If I am contacted by the buyer or get an INR I initiate a claim with USPS as soon as possible. FYI ground advantage falls within the same time parameters as Priority Mail.
If a week has passed since it was shipped you can start a find my missing mail search with USPS. My experience has been that gets the ball rolling and there will usually be a scan within a day or two. I believe they do actually search for the package. If they don't scan it in a day or two they add a note to the tracking that it's missing and being searched for. All bets are off with other carriers.
In my experience, deeming a domestic package as "lost" depends on several factors, including the carrier, the time of year, and the package’s tracking activity. For USPS, I usually wait 15 days with no tracking updates before considering it truly lost. However, during busy times like the holidays, delays are common, and packages often show up eventually.
Here is a recent example:
I shipped an item from South Carolina to Kentucky via Priority Mail Bubble Envelope on December 8th. It was supposed to arrive around the 12th, but today is the 15th, and it’s still not delivered. The customer emailed me, letting me know about the delay. When I tracked it, the package was in transit, just 2 hours away from the customer at a sorting facility.
I sent the customer a message explaining the delay and mentioned how holiday volume impacts transit times. I also noted that eBay’s label system now reflects Priority Mail delivery times as 3–4 days instead of the 2–3 days we were used to seeing in previous years. Below, I’ve added a screenshot of eBay’s shipping label system showing this updated timeframe.
Additionally, I provided the tracking information to the customer and used their phone number to sign them up for USPS Informed Delivery for real-time updates. To ensure transparency, I included both their phone number and mine in the system, so we can both monitor the package’s journey. Given that this is a $250 item, maintaining clear communication is crucial.
Here are screenshots to illustrate:
- eBay’s shipping label system, showing the updated Priority Mail delivery estimates.
- The item’s tracking history, indicating the package has been delayed beyond the initial 4-day estimate.
If the buyer contacts me, I prioritize clear communication. I explain the situation, provide tracking details, and reassure them I’m monitoring it. For USPS packages, you can submit a "missing mail search" online after a week of inactivity, which often helps get things moving. If the package is still delayed after 15 days, I refund the buyer or send a replacement, depending on the situation.
It’s all about keeping the buyer informed and maintaining their trust. Proactive communication can prevent dissatisfaction, even in challenging situations like this.
Reader! If you're in Myrtle Beach, SC, join our chapter eBay Legacy Sellers – click here.
Where was the package last scanned? I'm having problems with several sorting hubs right now, most notably several cities in the midwest, particularly Indianapolis, where packages are sitting on average 5-7 days before moving, and I've seen others say their packages are sitting for 2 weeks without movement.
I'd inform the buyer of these holiday delays to help set expectations since eBay has been failing miserably with EDDs (link).
USPS (link) will not let you file a lost package insurance claim until 15 days have passed (no more than 60 days).
eBay will extend the window on an INR if there has been movement within the last 7 days domestic (10 international).
@iamalwaysright wrote:
@12345jamesstamps wrote:'deem a domestic package as lost'...it probably got delivered but not scanned.
As you probably know 'me' I have a lot of those 'tracking inactivity' packages still open from this year and last year...LOL
I don't do anything if buyer never contacts me...so far so good.
Wasted energy doing anything related to an item 'intransit...' forever.
Still open....
I ask in this OP because a buyer specifically asked me and I never really thought about it since I rarely get domestic packages that actually get lost and not delivered.
The buyer was already impatient as his original message is, “package seems lost in the mail. Please send me a replacement.” Tracking shows the “arriving late” status and continues to show scan activity within the last day or two (beyond the “arriving late” status). So it’s obviously not lost. I reply explaining the “arriving late” status and the package is still moving (not lost) and it should arrive to him soon.
He replies that in all the years he’s been shipping with his company (I have no idea with what company, let’s hope he’s not a USPS mail carrier lol), he’s never seen a tracking with the arriving late status. Then he asks me how many days would I consider the package lost and just ship him a replacement. Hence the question in my OP.
I had to block a buyer because I shipped his item, and then it sat at a distribution centre for a couple days and he kept messaging me every 12 hours to tell me his package was lost. He kept telling me what's supposed to happen and if it's not happening the package is lost. I told him I don't control the mail, so just wait a few days, and I get "as a seller it's your job to make sure I get my items". (While this is true, there's only so much me, as the seller can do. If it was scanned 2 days ago and I know mail is moving slowly, this was during COVID, then I'm not inclined to get all excited and assume the package is lost).
I think you will need to be blocking this buyer once he gets his stuff if he continues to annoy you about it.
C.
