Refunded for lost package now package is showing up as back in transit

[celticmuse]

First off this past eight weeks has been a postal nightmare with late and missing packages--and I count myself extremely fortunate that I've had lovely patient customers who were very understanding.   

One package that contained an item which sold for $475 was shipped December 1st and essentially disappeared from delivery scans on the 5th.  The item was shipped with USPS insurance.  I've made tons of inquiries hoping to get someone look for the item--given that the USPS is on the hook for almost five hundred dollars I would have thought they'd be interested in finding it.  Finally, about a week ago I filed the insurance claim as I knew there was a limited window to do that.  I am told it's being processed and may take up to 60 days.

The customer asked for the refund immediately or they would go through Paypal.  Ebay told me to give them the refund (and I can't blame them for wanting the money back)

Now the problem.  FRIDAY I had two emails from the USPS that show the item was scanned arriving and leaving the Memphis facility on route to the buyer.  I contacted the buyer asking him how he would like this handled and he's not responded.  Hoping he's just busy but he's always been very quick responding in the past.  Any thoughts on how to go forward?

[aldente28]

If the buyer got a refund, intercept the package immediately. There is a cost - I think around $13 - which is far less than the $475. I've never done it so I don't know the process, but I imagine it involves talking to USPS CS on Tuesday when they reopen after the Monday holiday. Go to tracking for the package and see if there's anything you can do there.

If it is delivered to the buyer, you won't win the insurance case. If the buyer has already been refunded when it's delivered, your next move is to try to get the buyer to return it to you voluntarily.

You contacted the buyer, which is good. If it were me, I might say something like "hey, I just noticed USPS tracking is showing the item again and it appears that they may deliver it to you. If so, please refuse delivery or drop it back in the mail with "Return to Sender" written on the front since you received a refund". Then hope for the best.

If I am wrong and the buyer has not yet been refunded, you might be in luck. If the buyer opened a case, enter tracking into the case if you haven't already. More info on what exactly you (and ebay) have done in this regard would be helpful. I'm a little unclear on what exactly has happened here.

If it's delivered post-refund, I don't think ebay can help you. You may be stuck dealing with the buyer directly, and if he/she refuses to return the item, your options are reduced to demanding the item be returned and threatening to get law enforcement involved.

[duncanvr]

Don't use USPS in November / December its a nightmare they cannot cope with the volume. Next year please consider using couriers during the rush period you'll have a better experience. If the item showed back in transit and buyer already had got the money back a good idea would be to intercept the package and get it back to you again. USPS were throwing hundreds of seller parcels on pallets before Christmas and left them for later as they did not have the logistics to ship it all.

[therogue-trader]

(presuming you've given them a refund since it wasn't explicitly stated that the refund had processed)

I'd give the buyer some days to respond, then consider pursuing an appeal with eBay and/or some sort of legal action.  I see others suggesting a package intercept, I've heard hit-and-miss things about that service elsewhere on these forums.

[buyselljack2016 · Accepted solution]

If the buyer got a refund, intercept the package immediately. There is a cost - I think around $13 - which is far less than the $475. I've never done it so I don't know the process, but I imagine it involves talking to USPS CS on Tuesday when they reopen after the Monday holiday.

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@aldente28 

intercept is done online at USPS dot com.

@celticmuse       DO IT NOW

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Getting that tracking # into the system will  should alert the delivery office to return the item.  

[powell-memorabilia]

Package intercept is definitely worth a try.  It is $15 + the postage to get the package back to the seller. 

I've only tried it twice - 50% success rate.  The time it didn't work was a surprise - I requested the intercept, then the package was scanned in North Carolina, then in Chicago, then at a local PO in Illinois.  Plenty of chances to get the notification to send it back to me, but nothing.  

Unfortunately, the buyer wasn't too nice about it - he kept the refund, and the item.  Worst part was that this was a regular buyer of mine.  He's now on my BBL.  He wasn't the easiest customer - so no great contemplation of whether or not to block him.  

[futuremarine2011]

just curious as to why you think  that usps is going to be the same this time next year.  after those  postal people  get the  covid vaccine why would they have to quarantine for 14 days and shut day the facilities to disinfect them, ect, unlike this year.  you know if theirs nobody at  the facilities to handle the pkgs,  then nothing is gonna move.  ill play the odds and say it wont be same  this time next year and  ill stick with usps,  unless  some unforeseen event with usps  pops up at that time that we arent aware of yet

[celticmuse]

The package intercept was not successful.  I've sent two more messages to the buyer but no response.  He did sign for the package--though I'm not sure that helps me. I'm pretty miffed with Ebay as it was their rep who suggested the immediate refund rather than making the customer file a complaint.  

[celticmuse]

So since the buyer demanded the refund for non receipt then signed for the item and accepted it would I have a case for mail fraud?

[angwjea]

no

[skeletonstore]

I would try to pay usps to re-route the package as said but if it gets delivered ask the customer if they would like to pay for it,  if not ask them to return it and YOU will provide the label for them(insured again).  That's what I would do and have done before.  

[futuremarine2011]

do you have his address?

[celticmuse]

Yes, I have his address.  He has acknowledged receipt of the package and also signed for the package so there's no question that he has it.  Had I NOT listened to the ebay rep and fought giving a refund the package would have arrived before the refund.  Ironic as he specifically said that he wanted the item and not the refund--LOL but I guess that's not the same as wanting both. 

[papermoneyforme]

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@celticmuse wrote:

Yes, I have his address.  He has acknowledged receipt of the package and also signed for the package so there's no question that he has it.  Had I NOT listened to the ebay rep and fought giving a refund the package would have arrived before the refund.  Ironic as he specifically said that he wanted the item and not the refund--LOL but I guess that's not the same as wanting both. 

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Hire the Luigi and Guido Collection Agency to pay him a visit.

The publicity will not be good for Ebay.

Or sue in Small Claims Court and name Ebay in the action as well.