eBay

simpsons40391 · ‎01-12-2021

Hey everyone, just looking to see if what the buyer is requesting here is reasonable, because it doesn't seem that way to me. Quick summary of order and shipping details--

01/03/21 - video game purchased by buyer and I produced the shipping label and prepared the package that same evening

01/04/21 - I dropped the item off at USPS (USPS Media Mail shipping method)

01/05/21 - package arrived at regional shipping facility in Seattle, WA (est. arrival date from USPS listed as 01/11/21)

01/08/21 - package arrived at regional shipping facility in Memphis, TN

01/10/21 - package departed from Memphis, TN

01/11/21 - package was not delivered and now shows "In Transit, Arriving Late. Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility."

The buyer sent me several messages yesterday about how it didn't arrive on the original estimated arrival date of 01/11/21 and apparently went in to their local USPS today (01/12/21) to ask about the item. They were told that the exact location of the package isn't known, but the shipping details indicate it is still on its way. Today they've sent me 3 messages total about this and keep repeating that they've been "waiting since January 3rd for this item" (the date they bought it and I packaged/produced the shipping label).

It's really only been a day beyond the original estimated arrival date and the buyer is telling me that if they don't receive it by 01/14/21 that they are going to officially request a refund from eBay.

Am I just out of luck on this item and they're going to end up getting it for free? I figure if I end up having to issue the refund that it's going to be delivered within a day or two.

caldreamer · ‎01-12-2021

I would gently remind the customer that this is ESTIMATED delivery date and explain the USPS is backlogged and ask for their patience. Tell customer that YOU will follow up with USPS (that should buy you a few days). MEDIA MAIL is USPS lowest priority and basically SNAIL MAIL.

Do NOT refund customer because when package arrives later on (you will not get paid). However, if customer open "did not receive item" you will be forced to do full refund (if you don't issue refund EBAY will do it automatically (and tell customer to KEEP THE ITEM FOR FREE). And EBAY will give you a "penalty" for not obeying the rules.

calntom · ‎01-12-2021

You can file a help request with USPS in day or so. What is media mail delivery? 2-8 days I believe. This will give the item a tracking entry and may delay the timeframe in which eBay or you would have to refund the buyer. If the buyer files an INR, then go ahead and file the help request right away. It might buy you some time with another tracking entry.

https://www.usps.com/help/missing-mail.htm

lamber9347 · ‎01-12-2021

@simpsons40391 You just need to follow the policies on this platform, many of them are very helpful if you utilize them correctly. First go to USPS.com and request email notifications, many times that can get a package to receive updated tracking info.

Then message your buyer one time only. Apologize for the delay and tell them you are as disgusted with the USPS delays as they are. Tell your buyer to go ahead and open an item not received case. By doing that it will extend the case another ten days, which buys you more time.

Buyer cannot request a refund until item until they first open the INR case, which will also have to time out before they can request a refund. There are steps to take for everyone.

Lastly stop messaging your buyer, once you tell them to open the INR case. It will only lead to back and forth and go downhill from there. Your buyer is simply impatient but you need to follow protocol and use the system to help you out. Best of luck to you....

sin-n-dex · ‎01-12-2021

@simpsons40391 wrote:
Hey everyone, just looking to see if what the buyer is requesting here is reasonable, because it doesn't seem that way to me. Quick summary of order and shipping details--

01/03/21 - video game purchased by buyer and I produced the shipping label and prepared the package that same evening
01/04/21 - I dropped the item off at USPS (USPS Media Mail shipping method)
01/05/21 - package arrived at regional shipping facility in Seattle, WA (est. arrival date from USPS listed as 01/11/21)
01/08/21 - package arrived at regional shipping facility in Memphis, TN
01/10/21 - package departed from Memphis, TN
01/11/21 - package was not delivered and now shows "In Transit, Arriving Late. Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility."

The buyer sent me several messages yesterday about how it didn't arrive on the original estimated arrival date of 01/11/21 and apparently went in to their local USPS today (01/12/21) to ask about the item. They were told that the exact location of the package isn't known, but the shipping details indicate it is still on its way. Today they've sent me 3 messages total about this and keep repeating that they've been "waiting since January 3rd for this item" (the date they bought it and I packaged/produced the shipping label).

It's really only been a day beyond the original estimated arrival date and the buyer is telling me that if they don't receive it by 01/14/21 that they are going to officially request a refund from eBay.

Am I just out of luck on this item and they're going to end up getting it for free? I figure if I end up having to issue the refund that it's going to be delivered within a day or two.

They can't file an INR until after the "latest arrival date". If the estimated date is Jan 11, there is probably a window after that for which the item can arrive where no refund can be forced.

Wait it out for them to file the INR, and assure them you are doing everything you can to help them get their item. I often refer to the "seller's forum" to say other buyers & sellers have the same complaints about slow mail, it's not just their package.

C.

futuremarine2011 · ‎01-12-2021

if a case is opened up on him , ebay will give him a few more days to respond to the case and that will buy him about 4-5 days.

simpsons40391 · ‎01-13-2021

Thanks, everyone. I added the tracking number yesterday to the INR form, which was opened up yesterday by the buyer. There was a status update from USPS last night which says:

January 12, 2021
In Transit, Arriving Late
Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility.

I called eBay support this morning to see what to do because the buyer kept messaging me and said they decided to go to the store a buy a new copy of the video game from the store rather than waiting for this shipment to arrive. I did NOT respond to that message from the buyer, but instead called eBay support. I've only responded once to the buyer (when I attached the tracking number and explained to them about the USPS delays and how I sorry I was that it was affecting them).

The rep was very helpful and said that the buyer can't just back out of the purchase like that at this point; he put a hold on the INR case for 10 days. I'm hopeful the item arrives, and if not I guess I can deal with taking the loss at that point since it very well may be lost.