Need advice re: stuck package

[cth777]

Hi there.  I shipped an item to a buyer on April 14, and the tracking seems to show it "in transit" with no further updates since April 17 (some info redacted):

________________________________

In Transit to Next Facility

Apr-17-18, 00:00 AM

In Transit to Next Facility

Apr-16-18, 00:00 AM

In Transit to Next Facility

Apr-15-18, 00:00 AM

Arrived at USPS Regional Origin Facility

Apr-14-18, 19:39 PM, DISTRIBUTION CENTER

Accepted at USPS Origin Facility

Apr-14-18, 18:24 PM, 

____________________________________________________________

It's a First Class package going from west coast to east coast, so to me, this doesn't seem *that* unusual, but the buyer just contacted me asking why it's taking so long.  I messaged them back asking for patience, and asked to please wait a few more days.  But I want to make sure I do things "correctly", I'm willing to refund if the package is truly lost, but don't want to do it too early.  Is there anything I should or can do to both appease the buyer / buy time, and/or try to deal with USPS trying to track the package down?  I'm certain the package will start moving again sometime, but I don't want an impatient buyer negging me for a silly package delay. 

What's the typical procedure for sellers in this case?

[dtexley3]

Go to the USPS website and open a lost package report. Also sign up for email updates on this package. (It may be urban legend but many will swear that the updates help....)

Also go to your local PO and have them pull a detailed tracking report to see if that shows something.  They have a much more detailed record than what shows online.

[lewisburggold]

There is a good chance its gone.  Check with post office but unless its insured they may not be able to help.  Contact buyer and let them know whats going on.  Make sure to give them the tracking so they can see.  You will probably have to do a refund.   Best regards

[tweetystwades]

The buyer can clearly see that it's in transit, so the message to you was ridiculous in my opinion. If someone needs something that quickly they should go to a store.  I don't think it's been long enough to do anything. If another few days goes by and there is still no update, I would make a call to USPS. This however is not unusual to show in transit, it takes time for it to get from point A to B. It doesn't get scanned everyday.  It will get scanned once it gets the sort facility on the east coast.  

[sam9876]

I wouldn't do anything .

[roadking5555]

I have had similar problems like this one, East coast to West coast. What I have done is ask the buyer to give if a couple of days while you try and locate it. I believe you can ask for a lost package request after 7 or 8 business days and USPS will give you a case #, but I have found in my experience the package usually gets there before they even respond back or investigate it.

The status you keep seeing is an automated "scan" that just keeps spitting out "in transit to destination" every 24 hours on the dot. it is not helpful but I guess it is supposed to make you think the package is moving. No updates for the last 2 days, I would do a little checking.

I call my local PO and ask for a delivery supervisor or postmaster and give them the tracking number and ask if they can check it out. They can see what we can't, like actual photo's of the sort facility scans and they may give you some insight. I find in most cases they are helpful.

Don't lose hope, they usually show up.

Good luck!

[buyselljack2016]

@cth777

The "in transit" is as you can see just a meaningless "event code" that is posted at the same time each day after it gets a real scan. In transit code is only done 3 times, and then stops.

Contrary to what the CEO says the average time for delivery is not 2 days.

eBay's "coast to coast" shipping estimates get buyers antsy.

The buyer is probably not following the tracking. Just does not have the item yet.

All you can do to appease the buyer is what you have done by asking the buyer hang in there for a bit as you have assured them that it is in USPS hands.

You can do the "online" "lost mail" thing, but that can be, and is in many instances, a waste of time.  It is pretty much meaningless unless the item was insured.

I filed a report in January for an item that was in the same situation as yours. The buyer had asked where the item was. (It was in Texas, and that was a problem at that time)  I received the automated response that they got the request.  Now every 30 days, like clockwork I gat an automated message saying:

Thank you for using USPS.com.

The US Postal Service® received the search request you submitted and it's being processed. Your package has not yet been recovered, but every effort is being made to locate your item(s)

The item was delivered 3 days after the lost mail request was submitted. No one is looking for the item, and the USPS is unable to connect the dots showing the item delivered even though the tracking number of the package is there.

[dtexley3]

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@buyselljack2016 wrote:

The item was delivered 3 days after the lost mail request was submitted. No one is looking for the item, and the USPS is unable to connect the dots showing the item delivered even though the tracking number of the package is there.

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Interesting, I filed a lost package and it was found and delivered within 3 days.  I got 1 (automated) response within 24 hours and a we are looking for it from the PO at the end of day 2 and delivery confirmation on day 3.   No further messages have come.  This may be another instance of how well (or badly) the PO handling the request is managed.

[tev4all]

@cth777

Try using this link Wednesday afternoon if tracking has not been updated.

lost/missing mail usps

If after 7 business days, your mail or package hasn’t arrived, submit a Missing Mail Search Request

I 'm fairly sure that Wed, would be the earliest you can do so.   

[bigbadmomma45]

I have had this happen a few times and it can be frustrating.  From my experience, I would say keep watching and waiting. Sometimes it takes a LONG time, for whatever reason, for a package to be delivered but they do eventually get there.  In the mean while, I would take that tracking number to the post office to see the tracking in more detail.  I have had packages get on the wrong plane/truck before and then have to be rerouted BEFORE the details are seen on the tracking info that's available to us. If it doesn't show soon, you can open the lost package case but as someone said earlier that by the time that even gets underway the package would have been delivered. Good Luck!

[buyselljack2016]

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@dtexley3 wrote:

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@buyselljack2016 wrote:

The item was delivered 3 days after the lost mail request was submitted. No one is looking for the item, and the USPS is unable to connect the dots showing the item delivered even though the tracking number of the package is there.

---

Interesting, I filed a lost package and it was found and delivered within 3 days.  I got 1 (automated) response within 24 hours and a we are looking for it from the PO at the end of day 2 and delivery confirmation on day 3.   No further messages have come.  This may be another instance of how well (or badly) the PO handling the request is managed.

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I too find it interesting. The tracking # being in the request, and in all the monthly replies should have been linked by some computer programing/coding.

I did get a requested USPS update showing the "delivery" on the day it was scanned delivered, but the monthly automated "missing" responses continue.

I would say that the monthly responses should fade away when the tracking number falls by the wayside, but as they don't seemed to be linked, the auto respones may continue forever

[kdkk123]

This just happened to me last week for 2 packages.  After many days, stuck at a regional sorting facility, and receiving a "scan" that said "In Transit to Next Facility"  at exactly noon,  I knew something was wrong.  I called USPS's 800 number.  ( I did wait 50 minutes on hold)

The representative told me she could see pictures of the packages, had me verify the "to address" and "from company" and said the labels were legible, but were small and the sorting machine was kicking them out.  She said they needed to be manually sorted, but because the post office was busy it wasnt happening and they were being kicked out of the system daily.  She said by my calling they would be manually sorted within 24 hours. 

She was right--the next day I received a call from my local post office apologizing and was told that the packages were going to be delivered that very day!  And they were!