Package not delivered, but no update w tracking

[tifbai-5243]

Hi everyone,

I'm really new to Ebay and have a first-for-me issue I was hoping to get some clarification about.  

I had a buyer purchase an item Feb. 10th.  I shipped Feb 11th via USPS First Class w/ tracking info.  The Tracking info says the expected delivery date was 2/17, but hasn't updated since 2/13.  Buyer contacts me today saying she hadn't received the item. 

I want to make sure I do everything correctly since this is my first issue.  There isn't any sort of case or request for a return, because USPS hasn't delivered yet.  What is the proper process to move forward?  Do I contact USPS for an update or is that what she should do?  Beyond saying, looks like it's still in transit, what other steps should I take to make sure I'm protected?

Thank you so much!  I really appreciate all your help 🙂 

[donsdetour]

" Buyer contacts me today saying she hadn't received the item. "

If they have yet to open a case: then tell them they have 30 days to do so from the estimated delivery date: Explain there is trouble with the shipper and that it may take a bit more time to get to them..

[stephenmorgan]

I too, have a package missing since Feb 8th.

Ask them to check their shipping Tracking status on eBay and they will see this message.

[coastaltechsolution]

I have a few packages that are a couple days past the estimated USPS delivery date. 

The extreme weather is delaying deliveries, well for me it is weather related 

[pburn]

@tifbai-5243 

As a buyer, I have a package in the same situation. Item hasn't moved since February 13.

If I were you, I'd file a package trace with USPS on this page:

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

It's not a lost package CLAIM, it's just the beginning of a search for what might be going on with the package.

So start by clicking the "Start Your Form" button under "2. Complete a Help Request Form."

Inform your customer that you have submitted this search request. Keeping in touch with your customer is going to go a long way, if you expect him/her to exercise forbearance in regard to the delivery date. It's my understanding that your customer's post office will contact the facility where the package was last scanned. 

I think I've had three sellers in the last several months (two on eBay and one on Etsy) who have filed this search, and all three packages have started moving within 48 hours. Coincidence? Maybe, maybe not.

[lamber9347]

@tifbai-5243 - You can control the outcome of this situation if you clearly think out your options. You've already started out good by coming here to ask for advice from seasoned sellers. 

1- Begin my writing your buyer and apologizing profusely for the delay. As the seller you are responsible for delivery and are expected to also deliver good customer service. So start with an apology. 

2- All of this will turn out in your favor but your buyer can always punish you with negative feedback so now is the time to get them on your side. Show empathy, treat them as you would expect to be treated by another seller. 

3- Your buyer may also be new/inexperienced so their question may be legitimate and only requires some guidance.  By simply pointing out delays due to weather should be sufficient. Ask them to please be patient and assure them you are on this and will provide any updates you receive. 

4- Provide updates as you get them. Many times sellers just wash their hands and that causes friction as the buyer feels cast aside. Go to usps.com and enter your email for daily updates. That usually triggers a quick update on the tracking, which you can then forward to your buyer. All they need is information. 

5- Be patient and follow all procedures. Don't get into any back and forth with your buyer. If they turn hostile than stop communicating but that is a worst case scenario. Most likely they only want info so provide answers to them and they will stay satisfied. 

You are in the right here so keep things steady with your buyer. It's only been 8 days since you shipped so most likely the item will be delivered soon. Try to remain positive and always communicate in a nice friendly manner. Best of luck to you.... 

[stephenmorgan]

I have done this first step and yes in my case it is the customer's post office who is looking into it.

According to USPS you have to allow this first step for seven days before you can file a Missing Mail Claim.

I actually have the package insured thru eBay sponsored Insurance, ShipCover.  They require 30 days before a claim can be made. 

[ekmadonna]

Just to add on to what others have suggested. You are covered for any LATE shipping deliveries and or Neutral or Negative feed back due to all the severe weather that has affected almost the entire country.  This is of course if you follow most of the standard seller practices of getting a Po scan within your handling time. Ebay has just posted the Community Announcement maybe 2 days ago? Sorry you are dealing with an impatient buyer. The whole mail system has been a complete train wreck for over a year now, you would think most people are aware of this by now.

[c3028]

Hi I have had numerous of this same thing during the Christmas season.  I first always contact the buyer with a thank you for the purchase.  Note that you do understand the dilemma that is going on.  Inform them that they can go to post office and put a trace on the package, they cannot ask for return, they could file a "did not receive" but then let them know if that is done then when the package does arrive they will have to NOT OPEN IT and Immediately return the item.  Let them know that you will check tracking every day and will keep them updated with information.  Ask them to please give it another week and you will ask the post office regarding the tracking not moving.  USPS is behind in keeping the tracking posting updated also.  Hope all this helps.  

Carol

[inhawaii]

If this were me, i would sweet talk the buyer in to waiting as long as possible to file a INR case.  The buyer has to wait until the estimated delivery date has passed. 

Once a INR case is filed, you have X amount of days to upload a tracking number.

Ebay usually takes X amount of days to make a decision. 

Hopefully by then the item will have reached the buyer.

Good luck and stay safe!

[patd3283]

When purchasing postage there is a place for a note to the buyer.  Aside from thanking them for the purchase, I have a message that says the PO is struggling to deliver items on time.  Please be patient.  This may help you in the future.

In slow packages, I go to the usps site, put in the tracking number first with msgs coming to me and then a second time with msgs going to the buyer using the ebay provided 'email' address.  It has worked so far.

[nidsel]

if you go to USPS website, it has a banner on the top of the homepage warning customers about the delays.

it took up to 26 days for 3 of my Priority mail packages to arrive from NY to DE and PA.  I still have a priority mail package that has lost track since early Feb 12. it was shipped from NY to KS in early Feb.

Tell your buyer not to worry,  the package is not lost but delayed, its very common in these days, ask your buyer to google "USPS delays", so he or she will understand the situation.

one of my buyers understood the situation, she waited patiently, the other 2 buyers opened "item not received" cases against me,  I was able to convince them "good things come to those who wait".  After 26 days, the packages finally arrived --now I ship UPS to save myself headaches.

[southern*sweet*tea]

Depending on where your buyer lives, they may  not even be getting mail at this point in time. Where I live, we haven't had mail delivery since the 13th. As a buyer, I have several packages that have been sitting in Memphis since last weekend. Our zip code is on the USPS temporary closure list because of all the ice on our roads.  They are impassable in most places.

If this is the case, your buyer's package may not move until at least Monday.

[luckythewinner]

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@tifbai-5243 wrote:

what other steps should I take to make sure I'm protected?

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Protected from what?