Tracking info keeps showing "In Transit to Destination", buyer demands money back. What do I do?

[love.sell.cutestuff]

Really need help here.  Sold a relatively expensive and rare scarf.  Sent it by first class mail.  It left NH on January 4th, was on the way to FL, and suddently the tracking info stopped being updated after January 6th, all it shows is - "On its way to JACKSONVILLE, FL 32246."

This is the tracking number: 9400109699937238820490

The buyer has extremely low feedback.  Seems like she was checking the tracking info, because she started writing me messages pretty much every day starting Jan. 8th, asking where the item was. 

Today I just got a message where the buyer demands to cancel the order, asks to refund back all the money, and "if the scarf will arrive - she will send it back", that she would not order it if she knew that would be a delay, that she understands that it is not my fault, but wants all her money and wants them now.

I do not know why but I have that sinking feeling that the item may have been delivered but not scanned on delivery, but of course who knows...  I understand she has the right to demand her money.  Yet, somehow I feel that I am being taken advantage of.  Is there anything I can do?  Really - anything at all? 

[love.sell.cutestuff]

There is no case, it is just message thread thru ebay system. But she is being very persistant, sends one message per day.

[bubbleman2010]

Nothing much you can do except just wait. Doesn't make any difference what you tell the buyer it won't be to their liking anyhow...

[southern*sweet*tea]

Seems to me if the buyer was that concerned she'd file an INR. I wonder if she's lost MBG coverage?

[tdumonde2014]

Do not tell the buyer to open a case, you want to buy as much time as possible. Tell her that you expect her package to get there by Tuesday at the latest, all shipments were delayed by the recent bad weather.

[missjen831]

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@chrips121650 wrote:
Tell her you are sorry but because it was already shipped you cant cancel it. Tell her she can file a claim thru ebay never received item. Also tell her if it show up she needs to cancel the didn't receive clain. She can then request a return if she doesn't want it!! The didn't receive claim will give you about 10 days to put a trace on it before you have to do the refund. If it's delivered in the meantime, you just send the tracking info to ebay and they will close the case or issue a refund out of their own money, not yours. She might leave negative feedback but we all get them occasionally no matter how nice we are!!

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An item not received case gives the seller 3 business days to resolve things, not 10 days to put a trace on the package. If the item isn’t delivered within 3 business days after the case is opened the seller will need to refund otherwise eBay will force them to if the buyer asks eBay to step in.

[thallidguy]

chryslys is correct. Since no dispute has been opened yet, your correct play is to buy as much time as you can for tracking to update and the item to be delivered. You may be covered by eBay's extension of seller protection because of the bad weather on the East Coast.

Your buyer can message you until her fingers cramp up like chicken feet. Unless and until she files an Item Not Received dispute, there is no real pressure on you to act. Checking with USPS to see if their records show something that you're not seeing is not a bad idea. But don't refund unless the dispute process forces your hand, or until the item is returned to you.

[dtexley3]

go to the po and ask them to pull a detailed tracking report.  it will have additional info, might help.

[sam9876]

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

[love.sell.cutestuff]

ok, so for now I calmed her down using all the advices i got here.  I did say that the scarf will arrive most likely on Tuesday, but if it does not - I am going to contact my post office, and talk to her post master as well.  Will keep you updated.  Thank you so very much!

[emerald40]

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@sam9876 wrote:

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

______________________________________________________

A smart buyer knows if she does that she forfeits her buyer's protection.

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[missjen831]

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@emerald40 wrote:

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@sam9876 wrote:

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

______________________________________________________

A smart buyer knows if she does that she forfeits her buyer's protection.

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But only through ebay. They can still get a full refund through PayPal.

[*eponymous*]

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@missjen831 wrote:

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@chrips121650 wrote:
Tell her you are sorry but because it was already shipped you cant cancel it. Tell her she can file a claim thru ebay never received item. Also tell her if it show up she needs to cancel the didn't receive clain. She can then request a return if she doesn't want it!! The didn't receive claim will give you about 10 days to put a trace on it before you have to do the refund. If it's delivered in the meantime, you just send the tracking info to ebay and they will close the case or issue a refund out of their own money, not yours. She might leave negative feedback but we all get them occasionally no matter how nice we are!!

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An item not received case gives the seller 3 business days to resolve things, not 10 days to put a trace on the package. If the item isn’t delivered within 3 business days after the case is opened the seller will need to refund otherwise eBay will force them to if the buyer asks eBay to step in.

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Reposting for other boardies who may not already know about this recent change.  Thanks @missjen831

[sockmonkeydave]

@missjen831

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@missjen831 wrote:

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@emerald40 wrote:

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@sam9876 wrote:

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

______________________________________________________

A smart buyer knows if she does that she forfeits her buyer's protection.

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But only through ebay. They can still get a full refund through PayPal.

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Jen... you got hitched ??? congrats

https://www.youtube.com/watch?v=b0l3QWUXVho

[a_c_green]

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@sam9876 wrote:

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

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True, but I wouldn't want to count on her refusing the package if it shows up after she gets her refund.

If it comes to that (having to issue a refund), I'd file the package recall request regardless of any promises from her to return it. The $12 is only collected if the package is successfully intercepted and returned.

[missjen831]

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@sockmonkeydave wrote:

@missjen831

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@missjen831 wrote:

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@emerald40 wrote:

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@sam9876 wrote:

"Since it sounds like she is going to return it anyway, I would call your local Post Office and try and recall the package back to you.  I believe it costs $12."

Ummmm...  if the buyer refuses the package, return shipping is free.

______________________________________________________

A smart buyer knows if she does that she forfeits her buyer's protection.

---

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But only through ebay. They can still get a full refund through PayPal.

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Jen... you got hitched ??? congrats

https://www.youtube.com/watch?v=b0l3QWUXVho

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Lol thank you but NO i did not get hitched! I have been wondering why all the congrats since the name chance......turns out I am an idiot and did not realize that I went from MISS to PROUDWIFE it looked like a change in marital status! It wasn’t until the other day that I realized why so many wonderful boardies thought I got married! missjen316 is my OG internet handle from long before I got married! I decided to finally change my eBay ID to something that represents me better & didn’t realize I was going from unmarried to married LOL!