Lost package/ no tracking update

[simply.-4753]

Hi, I need help.

I sold my old UGG boots on eBay, and shipped it a week ago. Actually I asked pickup, and usps delivery person came at my front door to picked it up.  But even after a week, the tracking info hasn’t been updated at all, it says it’s picked up and no updates after that. My customer messaged me and complained saying “where is the package”.

I went to USPS.com and filed research service. Next day, my customer’s local post office of called me, but they said they can’t do anything, and they closed the case. So, I went to my local post office to ask. They said they can’t locate my package either. They said I should go USPS.com and contact the agent. I did, I was on hold for an hour though, they finally responded and said… they can’t locate the package. They suggested I file a claim to reimburse. But what should I say to my customer? 

[mam98031 · Accepted solution]

Anytime there is an issue with the tracking via USPS on a package there are some steps you should take right away.

First go to the USPS website and call up the tracking number and review all the entries.

Second sign up for email notifications to any changes to the tracking.  Click on the down arrow to the right of "Text & Email Updates".  Fill in the info.

This serves to give you up to date info on the movements of the package.  It can be real handy if you end up closing the INR out and refunding the buyer because the item really was lost.  Then if the item gets delivered at a later date, you will be notified.  You can then contact the buyer and let them know you are aware that the item has finally been delivered.  Politely and professionally ask them if they want to repay you for the item and keep it or if they would prefer to return it to you.

If you don't hear anything from the buyer, there really isn't much you can do about pushing this, but you can notify Ebay and see if you can get Ebay to cover it.  Depending on the situation, they may refund you.

Now you need to go and file for a TRACE on the package.

https://usps.my.site.com/emailus/s/

Just fill in the info they ask you.  You will need the buyers address, so make sure you have that info ready when you go to fill in the info.

Make a note of the Tracking claim number as it could be handy later.

Contact your buyer and let them know that you have filed for a Trace on the package and you will keep them fully informed with any information you get from USPS.  Let them know it takes 48-72 hours for them to respond.

If there is an open INR, ALL you communications with the buyer should be done inside the claim.  Even if the buyer emails you in regular Ebay emails, respond in the claim.

There is no reason this should be getting refunded anytime in the next few days.   Ebay will keep an INR minimally if there is movement / tracking entry within the last 7 days.  

[nobody*s_perfect]

If the boots were shipped via Ground Advantage, then a week for shipping is not exceptionally long.  It might be riding on a truck somewhere.  Even Priority Mail sometimes doesn't get many scans en route. Encourage your buyer to be patient; they can see that you have done your part and now it's up to USPS.  During the Christmas shipping rush.

Whether mailed via Ground Advantage or Priority you have insurance coverage and you can file a claim if the package isn't found within 15 days after you purchased the postage, though you should try the tracing strategies noted in the other posts. Here's some info about filing insurance if it should come to that:

https://www.usps.com/help/claims.htm

Does your buyer happen to live outside of the contiguous 48 states, i.e., in Alaska, Puerto Rico, etc.? Then Ground Advantage could take a looong time.

[ebooksdiva]

Unfortunately USPS isn’t scanning at every stop. I shipped an item Ground advantage December 5th it was pickied up no scans until today when the item reached a post office near where its to be delivered. eBay shows an estimated date of deliver as December 8th but USPS.com now says tomorrow. 
So know you’re not alone. 

[pjcdn2005]

Has the package been scanned as accepted by usps?

[stainlessenginecovers]

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@pjcdn2005 wrote:

Has the package been scanned as accepted by usps?

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They said it was 'picked up' per tracking...then nothing

@simply.-4753 

Just tell them what you told us (but shorten it); tell them USPS said it's 'still moving'.

I tell my customers:

"Do Not Worry- I take care of my customers. Let's give it until Friday to see if there's movement, if not by Friday, I will refund you on Monday"

So far, I have NOT had to EVER refund anyone.

[simply.-4753]

Thank you for all the useful information!

It was shocking how staff in the local post office did nothing to me. 

But I didn't know all those steps that I should take when the package went missing till today, so I thing I learned a lesson that I can use in the future. I also used ebay community for the first time. I was impressed by how people respond to help other people out, this is amazing. Thank you so much.

[simply.-4753]

Yes, I shipped via Ground Advantage, and I hope the package is just delayed due to Christmas season.

I really think it's not fair to be complained about shipping, because I wrapped so beautifully and shipped it out immediately... but I know this could happen to anybody. Thank you for the link for filing a claim. The buyer lives inside of 48 states, but I also learned that outside of those states could take long time. Thank you for all the information!

[a_c_green]

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@stainlessenginecovers wrote:

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@pjcdn2005 wrote:

Has the package been scanned as accepted by usps?

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They said it was 'picked up' per tracking...then nothing

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Getting that first in-network scan was key. It shows that the package did get into USPS possession, which will be critical if the OP needs to file a lost package claim later on.

I have to agree here that I'm seeing intermediate scans getting skipped a lot this season. Getting the initial Acceptance scan is still within my power (at either the Front Desk or the Self-Serve Kiosk), so none of my packages will leave my possession without a scan one way or another.

[simply.-4753]

Thank you, I feel relieved to hear that I am not the only one. The screenshot you gave me is the exact same thing as I am experiencing now. It's irritating when I can't see the tracking moving. I wonder how other sellers keep themselves mentally stable.. maybe I am too scared of buyers open a case. 

[simply.-4753]

Yes, it has been scanned and accepted by usps on day one. 

No update for a week...

[simply.-4753]

Thank you! 'still moving' is a magic word;) Hope it will be delivered by this week. It's nice that you haven't had to refund anyone!

[fab_finds4u]

It's not lost yet. 

[simply.-4753]

Hmmmm…. it says “picked up item” on Dec 2. But it hasn’t been scanned? 

 

[dbfolks166mt]

     A lot of things are moving a little slower due to the holiday crunch but nothing like the 2020 fiasco. I have had a couple of packages lost over the years both as a shipper and as a recipient. Your, or the buyers, course of action depends a lot on what the USPS tracking shows. Your screen shot doesn't show an expected delivery date but following is the timeline for filing a claim with USPS. I only used the missing mail request through USPS a couple of times and discovered it did little other than slow down an insurance claim which does the same research in attempting to locate the package. 

    Either you or the buyer can open a claim with USPS based on the following timeline for being able to do so. Be sure to check the tracking through USPS directly rather than the eBay link. I have found that they are often out of sync.