Item not delivered

[jjh1371]

I have sold an item that is lost in the mail.  The item was insurred and tracked.   I have two questions.  How do I refund the customer and how do I let eBay know so I'm not charged for the sale?   Thank you!

[klassic*kids]

@jjh1371  In order for anyone to help with any advice we'd need to know more.  How long has it been enroute?  Can you provide a screenshot of the tracking and/or the tracking number?   

[dhbookds · Accepted solution]

Tell the buyer to open a Item not Received case.  After that happens, you can just click a button to refund and the buyer will get a refund, you will get your FVF back.

Be sure to open an insurance claim with the carrier.......with payment to you, not the buyer.......

[retrose1]

Does tracking say it's lost or does the buyer say it's lost and tracking says otherwise?  Because it tracking says delivered, then you probably have a scammer on your hands.

[jjh1371]

The item was shippind on May 17th First Class.  The tracking said it would be delivered on May 20th.  The item shows the location at the same post office since the first day.  It only moved once.  I opened the insurance claim with USPS after the 15 day period.  It hasn't been approved yet.  I'm not sure how long that will take. 

[dbmm-media]

 how can you ship it in may as this is only april?   or did you ship it in the year 2016?

[1519strachan]

Contacted the USPS and gave them the same tracking number of my purchased item . They researched and informed me that the item was delivered to an address in Little Chief , St. Louis Missouri  zip code # 63123 , on 6/13/17 , the same day that e-bay sent me an e-mail that my item was delivered to my current address. That's why i requested a refund. The USPS confirmed the delivery at an address but said for security reasons they cannot give the house number. May be the shipper can get that info. I still want my merchandise though. I intend to re-order. Case # 5139543763 . Tracking # LW367849392CN , don't know why it was delivered there. I was tracking it the entire time until it arrived in St Louis  , Missouri where it ended. Waiting for my refund to re-order. The seller could have made an effort like i did when i reported it.

[tarpedge]

If 63123 is your ZIP code, ask if USPS can retrieve that package for you from the other address. If not, ask for a USPS document showing it was delivered to the other address (without the house number) instead.

Then after you lose your eBay case, click on Return this item under More actions beside the item on your Purchase history page. Start a return request for the reason Wrong item sent, upload a photo of the retrieved package or the USPS document, and wait 3 business days to click Ask eBay to step in.

If you don't get a refund right away, you will get a return shipping label. Ship back either the retrieved package, or a copy of the USPS document proving it was deliberately misaddressed to the other address. And you will get your refund as soon as it is delivered back to the seller.

[d-k_treasures]

Actually, if it was a higher priced item, it's the old chinese switch an address. That tracking # is coming from china.