I am a new seller and I received mixed message from eBay today. Can anyone please advise?
My Scenario: I shipped my item via USPS parcel select to the buyer and it's in transit and arriving late. My buyer is about to ask for refund and the deadline is 9/9. I filed a service request to the USPS recently and I am waiting an update from them.
1) Online chat with an eBay rep: Refund deadline could be postponed to 9/19 because I filed a research case to the USPS. If the USPS can't locate the item, I could file a claim https://www.usps.com/help/missing-mail.htm against the USPS and refund the buyer. eBay also says insurance is automatically covered by purchasing a shipping label from them.
2) Another call with eBay rep: Don't need to refund to buyer as my item is covered/protected by eBay. Since I have provided the tracking number, this is all I have to do as of now and there is not even a refund deadline. Please call eBay again for next action is needed.
My question: I wasn't aware that insurance coverage was always included in my shipping label and the cover is no limit. Is it true? If the item is still in transit without a solid date of delivery by the deadline, should I raise a package intercept request https://www.usps.com/manage/package-intercept.htm ? I read quite a few cases here and found out the worse outcome is refund + buyer will keep the item. I am thinking to cut loss as my good costs >$400.
Thanks,
Ed
