Lost packages

[tommytreasure]

How long should I wait to refund a buyer for a 500-dollar item that hasn't been scanned or moved through USPS Priority mail in 5 days? I don't want to send the refund too quickly and have the package resurface and arrive after I issue the refund, but I don't want bad feedback for delaying either. Any suggestions?

[jewelbiz]

I had a $1,000. Fully insured package that got scanned in on the day I brought it to the post office and then in 1 solid month was never ever heard from again.

It was 100% missing.  I kept telling the buyer not to panic because it was insured.

Finally after 1 month I made a claim for the lost package and they immediately found it in the Bronx as I shipped it out from Manhattan…It disappeared in the same city NYC.

The buyer received it then maybe 3 days later.

 I think the key thing is that I kept communicating with the buyer telling her not to worry.

[fab_finds4u]

There ia a difference in stuck in transit and lost. Has the buyer asked for a refund or have they opened an item not received case?

If they haven't  done either please do not contact them. They might have received the package and are happy and contacting them could put a bee in their bonnet that no tracking means free item.

If they haven't  received it they will contact you. If a case is opened put the tracking in the case and do not contact eBay. Contracting eBay means you are asking eBay for help. If you do that eBay will close the case in favor of the buyer and instantly refund and give  you a defect. 

[deltiologist]

Yes, USPS now utlilizes GPS geo-delivery (ETA Systems) for all tracked services

Either visit your local post office, call USPS or put in a lost package ticket online.  If you call USPS or visit a local post office, ask for a GPS location scan with tracking update, and your issue will be resolved.  Just make sure to have your tracking number on hand.

Btw, the GPS can show delivery location with a range of 1-3 ft.

[american-photography]

Don’t refund anything until the buyer submits an INR (item not received) request or you receive the item back.

If you are afraid the item might be lost or going to the wrong address, submit a package intercept through USPS if you shipped through them - https://www.usps.com/manage/package-intercept.htm

Let the buyer contact you before you do anything.

[mam98031]

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@tommytreasure wrote:

How long should I wait to refund a buyer for a 500-dollar item that hasn't been scanned or moved through USPS Priority mail in 5 days? I don't want to send the refund too quickly and have the package resurface and arrive after I issue the refund, but I don't want bad feedback for delaying either. Any suggestions?

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Have they filed an INR?  If an INR has not been filed and your buyer hasn't contacted you with a problem, LEAVE IT ALONE.  Your buyer will contact you if they feel there is an issue.

When you get an INR filed against you, IMHO these are the steps to take.

Enter your tracking number into the INR.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[toysaver · Accepted solution]

Wait off as long as you can.  Once you refund there is no mechanism for the buyer to pay again and they may end up getting it for free.  I recommend going to the USPS website and staring a find my missing mail claim.  My experience has been that gets the ball rolling and scans magically start to appear.

[fbusoni]

@tommytreasure 

One would hope that a buyer who spends $500 on eBay would be sufficiently intelligent to know to contact the seller first before leaving negative feedback.  (I know.... I can dream, can't I?)

As a general proposition, it's always best in such situations to wait for the buyer to contact you first.

However, you can screenshot the tracking status and send it to the buyer in a message, explaining the situation.

Taking the initiative on eBay -- such a refunding before the package arrives -- often results in eBay's involvement, which almost always means you lose your item AND the money you received for selling it.

[dbfolks166mt]

     Where is your buyer located? Is it possible they are in an area that is dealing with weather issues? From the eBay perspective do nothing until the buyer contacts you first. From the USPS side following are the timelines for opening a claim with USPS although unless you added additional insurance the maximum claim amount would be $100. If it has been at least 15 days since you mailed the item open a claim with USPS 

https://www.usps.com/help/claims.htm 

[meme6253]

Call the USPS customer service line & put in a claim, They will issue you a service request number, & usually the package is miraculously recovered & back in transit, Also very important to keep your customer informed of what you have done & if they could please be patient while you get things sorted out & remember to tell them you are Very Sorry for the USPS delay with their order, Good Luck@

[toysaver]

It's faster to fill in the form online and the response is immediate.

[luckythewinner]

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@tommytreasure wrote:

How long should I wait to refund a buyer for a 500-dollar item that hasn't been scanned or moved through USPS Priority mail in 5 days? I don't want to send the refund too quickly and have the package resurface and arrive after I issue the refund, but I don't want bad feedback for delaying either. Any suggestions?

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I would wait a whole lot longer that 5 days.

And I certainly would wait until the buyer contacted me and/or filed an Item Not Received?

Are you really saying you would pay $500 to avoid getting a negative feedback?

[deltilogical]

Did you generate the label for the package or did the buyer send it to you?  If the former, maybe the buyer has mailed it yet. 

I don't know why you should pay until you have the item back in hand.

[roccotacodad54]

   Yes once I totally forgot about a purchase and a couple of months later a missing mail claim was started. Suddenly it started moving again. It appears to have been lost or forgotten about in a large NY post office.

   Of course I also have had an item just mystersiously just vanish from the system and a refund resulted.

[mam98031]

@tommytreasure 

I hope you will come back and participate in the thread you created.  There is a couple of very important question that is pending.  

Has your buyer contacted you?

Has your buyer filed an INR?