Lost first class package. How to handle?

[mvls1]

Short version. The post office lost our first class package (18.99 including shipping). Buyer is another seller and very understanding, but is has been 2 weeks and asked for  a refund. Don't have a problem with refunding total amount as a lost package was to bound to happen to us eventually.

My question is should we just refund through paypal and forget the FV fee reimbursement or should should we ask the buyer to open an "item not received case" through ebay? We want to ensure that there is NO negative impact to our service metrics. The amount is so small that we are inclined to just send a refund through paypal and forget the whole thing.

Any replies are appreciated.

[dtexley3]

There's (currently) no penalty on eBay for INR claims, only return requests/cases.  If you refund via the paypal transaction you will still get your FVF back but it takes a bit longer.  Up to you, either way you get your FVF and paypal fees back (except the 0.30 from paypal).

[m60driver]

Personally, for lower amounts I prefer to just refund through Paypal as I "like to avoid any Imperial entanglements".

[thevintagesilvershop]

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@dtexley3 wrote:

There's (currently) no penalty on eBay for INR claims, only return requests/cases.  If you refund via the paypal transaction you will still get your FVF back but it takes a bit longer.  Up to you, either way you get your FVF and paypal fees back (except the 0.30 from paypal).

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I disagree with your first statement.  I had an INR opened against me for a package that showed delivered.  I called Ebay and the claim was closed in my favor.  Still showing on my Service Metrics and counting against me and on the Power Sellers Board, we have had a long conversation with an Ebay rep over there who continually says "too bad, so sad" and "it's your fault no matter what". 

[fa_8305]

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@thevintagesilvershop wrote:

I had an INR opened against me for a package that showed delivered. I called Ebay and the claim was closed in my favor. Still showing on my Service Metrics and counting against me

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Was feedback blocked/removed @thevintagesilvershop because the INR claim was closed in your favor? Also wondering would feedback be blocked/removed if you voluntarily refund an INR claim, delivered or not, to close the case.

[mvls1]

That is what we are concerned about. It seems that a sellers service metric is the only thing a sellers should be looking to protect in this case as the refund is a forgone conclusion.

[reallynicestamps]

You sold to another seller.

The seller claims he has not received the shipment.

Does tracking show that the shipment is still in transit?

Ask the customer to open a Dispute as Not Received.

Put the tracking number in the Dispute as your defense.

This will give another week or so during which the shipment will probably arrive.

If it doesn't, refund.

The post office is really very good at its job. Delay is more likely than loss.

And BTW- feedback is not used by eBay as a measure of your selling account.

The customer is also a seller ?  I am old and cynical.

[lightlily_arts]

eBay seems to find a way to penalize sellers no matter what you do.   First, I would file the missing mail search with the postal service to see if that package can be recovered.  I question whether you will get a defect because the package didn't arrive on time either.  INR claim allows you to refund the buyer and get your fees back, but I don't know that it gets closed in your favor because it hasn't been delivered.  However, eBay I think can only hit you with one defect per item.  I would like to know how this turns out.

[upgradedendmills]

I would refund and not involve eBay at all.  Just not worth getting a ding. They change the rules so often that it is almost impossible to keep up with.

[wastingtime101]

Unless you get not received claims on a regular basis, one will have practically zero impact on your seller metrics. And, unlike not as described claims, not received claims do not result in higher fees.

[mvls1]

The buyer is also a seller, which we verified and VERY understanding by the way. I addition, we did open a missing package claim with the post office a few days ago and they just got back to us letting us know that the package is in fact missing. The tracking show that the package reached the buyers post office and then nothing since July 23. Anyway, we will be refunding the buyer, just looking for the best way to do it with the least potential problems.

[wastingtime101]

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@mvls1 wrote:

The buyer is also a seller, which we verified and VERY understanding by the way.

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Ask them if they're ok with you canceling the transaction to process their refund. It's the easiest way to handle it using eBay's system if you're dead-set against a not received claim.

[papermoneyforme]

Maybe you should call the buyers post office since they received the parcel and then nothing.

It is quite possible it was delivered but not scanned as such.

[mvls1]

That is a good idea. I will try that in the morning, but not hopeful as usps got back to us today after trying to locate it and could not find it. Thank you for the suggestion!

[7606dennis]

Have you filed a lost mail report with the USPS?  That sometimes gets things moving.