Item Not Received

[intimatesinc]

Hi. I have an International buyer who purchased an item from me back in October. She opened an item not received case yesterday. Item was shipped USPS first class international. Tracking shows it was shipped but that buyer never received it. It’s been almost 4 months. She wants a refund. What should I do. This is a first. Thank you! 

[12345jamesstamps]

'4 months'...it's up to you if you wish to refund them.

Personally, waiting 4 months before telling you...seems weird.

Depends on country...tracking does not show anything except 'shipped'...that is strange.

How long buyer waited after 'Delivery:Estimated date of delivery...' could also factor into this.

I mailed something to UK and got feedback it arrived in 7 days...

[intimatesinc]

It was over 3 months from expected delivery date. I don’t want to refund her because she should have opened it sooner. I think buyers can file a claim with the post office. Not sure if eBay will side with her. 

[12345jamesstamps]

Buyer might need some money...they might have gone to all their purchases asking for a refund from all the sellers.

eBay will not side with them.

If claim is opened just say how long it is and eBay will close it...even without tracking.

Block the buyer and their emails.

[stainlessenginecovers]

---

@intimatesinc wrote:

It was over 3 months from expected delivery date. I don’t want to refund her because she should have opened it sooner. I think buyers can file a claim with the post office. Not sure if eBay will side with her. 

---

No; buyers can't do diddly with any carrier (USPS, UPS, Fedex), ebay won't do anything either (possibly their Credit Card and chargeback to you but??) and after 4 months- too late to do anything. I had similar and told buyer 'sorry, it's over 90 days, you are not even in my system to refund or anything, you simply can't wait that long' (then I block) 

[femmefan1946]

The buyer cannot use the Money Back Guarantee.

That is only good for 30 days from the last estimated date for delivery.

However.

The buyer can go to the credit card they actually paid with and file a chargeback.

Credit cards allow up to 180 days from Payment for chargebacks.

EBay will be involved, but unless you have Proof of Delivery (not shipping, delivery) you will lose the chargeback.

If there is a chargeback, refund immediately.

Otherwise you will also have a $25 fee for eBay's involvement.

Is there a reason you are not using eIS?

Sellers using this Seller Protection program are protected against INR claims once the shipment reaches the eIS plant in Illinois.

[aproudparent2010]

---

@intimatesinc wrote:

It was over 3 months from expected delivery date. I don’t want to refund her because she should have opened it sooner. I think buyers can file a claim with the post office. Not sure if eBay will side with her. 

---

eBay won't.

She had 30 days after last delivery date to open a case.

[mam98031]

---

@intimatesinc wrote:

It was over 3 months from expected delivery date. I don’t want to refund her because she should have opened it sooner. I think buyers can file a claim with the post office. Not sure if eBay will side with her. 

---

Ebay will not side with the buyer because they are well beyond the coverage allowed in the Money Back Guarantee.  They can open an INR, but Ebay will not force refund.

However if you used EIS for this shipment.  Give the buyer information on how to make a claim via EIS.

[mam98031]

---

@aproudparent2010 wrote:

---

@intimatesinc wrote:

It was over 3 months from expected delivery date. I don’t want to refund her because she should have opened it sooner. I think buyers can file a claim with the post office. Not sure if eBay will side with her. 

---

eBay won't.

She had 30 days after last delivery date to open a case.

---

I think you meant that this is the time period in which the MBG covers them.  The same timeframe is NOT true for opening a case.  A buyer can still open an INR or INAD if they feel the need.  Ebay will not force the seller to refund the buyer for anything, but the buyer can open the case.

[intimatesinc]

I offer both usps and eBay for shipping. 

[1786davycrockett]

@intimatesinc 

"I offer both usps and eBay for shipping. "

You should check your Shipping Preferences, to make sure that you are enrolled in eBay International Shipping (EIS), which is a BIG improvement from the old eBay Global Shipping Program.

Using EIS, your international buyers wouldn't be bothering you with delivery questions anymore -- that is all handled by EIS, as soon as your international packages are confirmed delivered to the EIS hub. 

Here's some more information about the program, which has been a money-saver for most of us --

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shippin...