Return package seems lost in transit not sure what to do

[patternsaver]

A customer is returning an item because she did not like it.  The return details say it was shipped 5/11 but it seems stuck in transit at one hub since 5/12.

I have no problem with a return but I would like to have the item back before I issue a refund. 

What happens if the package never arrives?  I have had three packages lost in transit at the same hub in the past couple of months (where I had to refund the buyers since I could not prove delivery) so there is obviously a problem there.  However, until I have it back I have no way of knowing if they are sending back the right item in the condition I sent it.

They have not escalated the case so far and have not heard from them either. I am not sure what eBay would do if the buyer tries to escalate the case since the delivery back to me cannot be proved.  (Of course, if it does show up I will issue a refund even if the post office does not log it in as delivered.)

What would you do?  Refund now, wait for X ? days, never refund till I get it back or what?

[froggyjump]

Too many of my first class items are taking up to 5 business days to arrive. No longer, luckily.

Just wait for the package to arrive. However, if the customer has been very polite and nice,  I would just refund them now

[myescape]

you will have to refund as soon as delivered whether they returned the right item or not....

[inhawaii]

I would wait as long as you possibly can wait, then refund (as long as it's not a huge amount of money). 

I have faith that the package will eventially arrive.

USPS shipping has been crazy lately.   

[myboardid]

Absolutely do NOT refund until you get the package back.  eBay will not force you to refund, and the buyer cannot escalate the case until after arrival.  Just as it is your responsibility to get the package to the buyer in the first place, it is now their responsibility to get it back to you.  Just wait, it will eventually arrive.  And so will the three packages you think were lost before.

[bebe-1153]

Actually, it is your responsibility. eBay will close the case in the buyer's favor.

---

brian@ebay wrote:

When a buyer returns an item and it doesn't show delivered within the specified timeframe then we will look at three possible situations to determine the outcome.

1. If the buyer used an eBay return label then we will close the case in the buyers favor, regardless of who paid for the return label.

2. If the buyer used their own label and they paid for it themselves, we will close the case in the sellers favor.

3. If the seller sent the buyer a label and the seller paid for it, we will close the case in the buyers favor.

[this*old*attic]

What myboard said ^^^

[this*old*attic]

@bebe-1153 

That doesn’t mean they pay from the seller’s pocket though.

Or that a seller can’t appeal if they did.

[patd3283]

If you have the tracking numbers of all the packages, go to the USPS site then tracking.

Enter the tracking numbers then click on track.

Below you can enter your email address to be notified of any any movement of the parcels.

[inhawaii]

I know some of the advice you have been given is not to refund until you have the item back.  That is a decision that you have to make. 

I had a same thing happen to me recently. The customer was very patient and polite. It was just a $10 item. The customer had waited long enough. The delay was not the customer's fault. I had faith that  the item would eventually show up. Keeping all that in mind i decided to refund the customer before receiving the item.  The customer was happy. The item showed up a few days later.  

Worst case scenario: The item would get lost in the mail and i would be out $10. 

Good luck to you and stay safe!

[patternsaver]

Thanks for all your thoughts.

I will wait a little longer or until the buyer complains, but expect to just refund and be out the money and the item considering this USPS hub has been a problem in the past.

As for the three missing packages I sent....I had the post office employees here tracking them too and they just never showed up as delivered or located.  Now the tracking numbers show nothing since it is too long.   If any of the buyers did get their package, none of them notified me.   All I could do was refund and move on.  Th post office does not even return your shipping costs unless it is insured and these were all sent first class.

I try to send as much as I can first class since many of the items I sell are craft items of fairly low value.  Sending them priority mail would price them out of the market.  All part of doing business I guess.

[vintagecraze50]

If the package continues to be stuck for several days go to USPS.COM and do a trace report on the package. Sometimes this shakes it loose fast.

[vintagecraze50]

Wait until you get it back before refunding. Contact the buyer if they get nervous and tell them you are doing a trace report with USPS and that you will get to the bottom of this and promptly refund when the item is back to you.

[vintagecraze50]

Yes, big slow down on some packages. Poster needs to message the buyer and tell them this, if they get antsy.

[threshold.sales.group]

OP, just sit tight. In many places due to increased volume and employees being sick the USPS system is in total chaos. Much worse than the Black Friday / Holiday rush.

Also, the seller is under obligation to refund prior to receiving the package back with a scan.  eBay will not force a refund if there is no delivered scan. I suppose if the buyer gets impatient they can call eBay and likely get a courtesy refund.