Package Delayed "In Transit" Buyer Wants Refund

[st.cecilia93]

Hey Guys! 

Please help me! I shipped a set of books to Minnesota at the end of February via Media Mail. They were travelling just fune until 3/6 -- then it got stuck with the update "In Transit to Next Destination." It's been there for 15 days now -- and the buyer opened a INR case about 5 days ago. I've contacted USPS three times asking for updates and yesterday finally got an email back which says that It has been stalled because Media Mail is only ground transporation and, because of the weather for the last 30 days, has probably been stuck. The buyer wants a refund, but I don't know what to do! I know the books will probably end up delievered there, the weather is just postponing them. What do I do? Do I refund the buyer -- do I offer a full refund or deduct shipping costs? Do they get a free set of books that I sold? Or, do I swallow the whole thing and count the $22 shipping costs as a lost, file a "Mail Intercept" file with USPS and get charged $13.95 in addition for rerouting it back to my address? Any advice and tips would be GREATLY appreciated. I haven't ever had something like this happen before. Thanks!

[kensgiftshop]

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@st.cecilia93wrote:
 There’s been so much trouble now that I’m almost ready to just refund it and get it over with. Then maybe file an “intercept mail” case on USPS in hopes that, if ever found, it will be returned to me.

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Since it's been this long, that's probably the best thing to do.

Hope they find the books and get them back to you.

[n2knowledge]

I would do what the buyer wants - it is not their fault that the box is held up - one time I was very frustrated as the items I bought were NOT shipped out for weeks and asked for my money back - instead (after they made up a story how the package was lost in the mail - they stated they were out of stock and WAITING for their stock to be back - another week passed - opened a case on Paypal - finally the package shows - but the "label" they uploaded (the original one - shows it was NEVER delivered to a post office (of course because they had no stock) until they had stock again 4 weeks later and the acceptance at the post office was AFTER the Paypal case was opened - so I had to wait a MONTH to get anything - because some seller (OUT OF STOCK) refused to refund the money back when nothing was sent out (oh but a label was made) - it's getting bad here folks!

[sam9876]

Has the buyer filed an INR complaint?

[retrose1]

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@st.cecilia93wrote:
Thanks for you advice. I did put the tracking in the case details. Yesterday I updated the buyer and told them what USPS told me. I even sent them screenshots of the emails. This is the message they responded with: “Okay. I have decided it's time for a refund. Thanks for trying to find the order and for being expeditious in responding to my queries. So, process the refund asap. I will still give you a good rating upon completion of the refund since you did what you could - thank you.” I’m not sure what I’m going to do. There’s been so much trouble now that I’m almost ready to just refund it and get it over with. Then maybe file an “intercept mail” case on USPS in hopes that, if ever found, it will be returned to me.

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Go into the post office and have the postmaster intercept and recall the package - you might have to pay 10 or so bucks to get it back, but at least the problem won't result in a total loss to you.

Once that gets started, you can refund the buyer.

Media mail sometimes takes a long time and if the area has been hit by snow, your buyer is being unreasonable after 15 days.

[percgrabbe-0]

I wouldnt give a refund yet.

They will get the money and the books if you do it before they receive delivery. 

Tell them : I will refund you but no refund without return the item (they have to wait for delivery and ship it back). 

They are already asking for one so make them request it via EBAY if they havent already.  

Worst that will happen is they file a case where EBAY will have to review the situation. You may get a negative feedback.  How much money is involved? Is it under $10? If yes maybe refund them and say "books are free then how about a nice feedback when you get them delivered" thats another way of handling it. 

[tofu107]

she has not told us if INR is filed,so she can buy time talking to the buyer,hoepfully by the time Ebay gets involved,it would be delivered.
weather in Midwest is not that bad,but media mail has low priority.
I assume the shipment is not insured either/
sometimes picking up the phone and calling the buyer is better than emailing back and forth

[tofu107]

buyer did open a case of INR 5 days ago.

[stuff4divas]

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@st.cecilia93wrote:

Hey Guys! 

Please help me! I shipped a set of books to Minnesota at the end of February via Media Mail. They were travelling just fune until 3/6 -- then it got stuck with the update "In Transit to Next Destination." It's been there for 15 days now -- and the buyer opened a INR case about 5 days ago. I've contacted USPS three times asking for updates and yesterday finally got an email back which says that It has been stalled because Media Mail is only ground transporation and, because of the weather for the last 30 days, has probably been stuck. The buyer wants a refund, but I don't know what to do! I know the books will probably end up delievered there, the weather is just postponing them. What do I do? Do I refund the buyer -- do I offer a full refund or deduct shipping costs? Do they get a free set of books that I sold? Or, do I swallow the whole thing and count the $22 shipping costs as a lost, file a "Mail Intercept" file with USPS and get charged $13.95 in addition for rerouting it back to my address? Any advice and tips would be GREATLY appreciated. I haven't ever had something like this happen before. Thanks!

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what is the expected delivery dates on the order? did u open a USPS case?

[toybrats]

Tell them that you can't refund yet because the books might be delivered shortly.    Go to your post office with the tracking # and speak with a supervisor and see if they can make a phone call and get that package to the next location.    Also find out if you can intercept the package.   If buying is being a pain, intercept it even if it results in a loss.  Don't let the buyer get free books.  Refund and block.

[tunicaslot]

If people have read the entire thread - the buyer does  not sound like a scammer or that they are being unreasonable - they just want their item or a refund. The OP was being a good seller and approached them - letting them know of the situation and any updates - but if a seller asks me is I want a refund - there is no movement on the package and it's past the delivery date - I'd probably ask for a refund too. 

Op have the item recalled and issue the refund - it's unfortunate that this happened but I went through the same thing back in Jan when a pkg got held up in a Florida center. I refunded when they couldn't locate the package. I didn't bother with a recall as it wasn't worth it - but saw the item was finally delivered to the buyer 2 weeks later.

[duggmills]

"...first you have to understand that even though the post office says 70 lbs for a media mail box the people who have to lift it say 35 pounds." 

LOL,  Why do we have to understand it?  Apparrently the Post Office doesn't understand it. Would it occur to the Post Office that maybe they shouldn't be saying 70 lbs for a media box?

The Post Office has proven itself to be a national tragedy losing how many billions of dollars a year for years?

 https://www.marketwatch.com/story/post-office-losses-widen-to-58-billion-this-year-2016-11-15

Exactly where does the money come from to cover the losses?