USPS Loses another one

[ajw2203]

I was going out of town for family emergency and had one order that came through right before I put my store in vacation mode.  I printed the label at 10pm, went to bed and dropped the package on the counter of the post office on my way to the airport, but didn't get it scanned. 

Now the buyer didn't get his item and is belligerent that I never shipped it.  Thinking it over I have a dashcam on my car and thought footage of me walking the box past the front of the car and into the the post office might still be on the card, but it must be too many days and I don't have it. 

USPS has an active open case tracer for the item.  I asked the buyer to open a item not received case and I will immediately refund him, and ask him to refuse the package if it ever arrives.  He said he doesn't want to open a case and I should just send him the money.  

What should I do?  I have no problem refunding after getting an ebay request, but do you just send him a refund without it.  The item is $150, I would rather not let him get the money and have the item show up the next day.  I'm thinking if I refund him without him opening a case that this could happen

[pikabo-icu]

---

@ajw2203 wrote:

---

---

I offered that as a solution I said I will refund you and if the item shows up I’m going to ask you to please return it. The concern is that he doesn’t want to open a case he wants the refund right away. in this situation I’m afraid when it does arrive I have no recourse

---

If you refund put a recall on that package!

Do NOT rely on your buyer to return it- I repeat do NOT rely on your buyer to return it if you refund..

There is no mechanism to force them to return. NONE

Fill out the recall form and have the package returned to you! 

[a_c_green]

---

@stickerberry wrote:

I really hate going to the post office and standing in line but I feel like that's what I'm gonna have to do from now on, that's the only way you're guaranteed a scan. 

---

The Self Serve Kiosk (SSK) machine in post office lobbies can now do a provisional Acceptance scan of the prepaid label on your package, after which you can drop it in the lobby drop box (assuming that it will fit). It's not officially in USPS hands until they scan it when unloading the drop box at collection time (or later), and you will see the Disclaimer below, but eBay does recognize the provisional scan as Accepted.

Word to the wise: check that the lobby drop box is not clogged with other packages before doing the  Acceptance scan at the SSK, or you may find yourself unable to actually drop off the package there, which can be a pain if it's an after-hours visit.

[inhawaii]

---

@ajw2203 wrote:

---

@inhawaii wrote:

The package is not lost.  It's just delayed. This is a common thing.

Develop a good rapport with your customer.  Be nice.  Be friendly. Apologize and assure them that the item will show up, just late. Keep in contact with them. Give them any updates. 

In cases like this i have offered to refund the customer if they promise to pay me when the item shows up. I know that's taking a risk. Thankfully my items are not that expensive so i can afford to take that risk.   Some take me up on the refund offer, some don't.  Some say they'll just wait it out. Those who have taken me up on the refund offer have all paid me when the item finally arrived.  Again, having a good rapport with the buyer is key.   

Many will disagree with this.  But this works for me.

Good luck and stay safe.

---

I offered that as a solution I said I will refund you and if the item shows up I’m going to ask you to please return it. The concern is that he doesn’t want to open a case he wants the refund right away. in this situation I’m afraid when it does arrive I have no recourse

---

You're doing the right thing.  What i do is the wrong thing but i've been lucky and it's worked for me several times.   Also, i don't know what this item costs but the more it costs the LESS you would want to do what i do.   Good luck and keep us posted.

[bonmoy]

Put in a claim if the package was insured, but fair warning : USPS will stall and stall on payment.

good luck.

[gwens*4saleitems*]

Not sure but I didn't see anywhere in your posts that you have your printed receipt for your shipping label !?!?

(which you should have if you printed the label and affixed it to said package)

This receipt gives you the information: date, amount, who, what, where.

Did I mention WHEN !?

Why are you 'guessing' as to when you shipped package?

But still, it is the post offices' job to scan the packages whether you stand there or just drop it off.

Have you checked tracking yet? Maybe there's been movement !?

[yuzuha]

---

@southern*sweet*tea wrote:

The buyer needs to open an official case.  Don't refund until they do, and even then if the package has movement I believe the deadline will be extended.  If nothing at all is showing though, you're stuck.

---

Correct. As long as the package has shown movement within I believe the last 10 days, you can have the deadline extended. I had to do that on a couple of mine back in December.

[ajw2203]

Update 6/8/2021

So I went and spoke to the Postmaster today.  I brought the case number, the tracking number and the box dimensions.  She took the paper work and must have been gone 20-30 minutes.   When she came back she said it has postage due and doesn't know why it was never scanned.  Also she said it is in the Post Office someplace and will call me by the end of the day.  She said I only paid $8.36 for shipping and they believe it should cost more.  I just checked the dimensions which I add to every listing and I have 3 x 3 x 57.  So guess how much 3 x 3 x 57 7 pounds costs to ship to the buyer according to ebay (instead of Ship Station)?? It comes back as $8.56 so they have no explanation why it was never scanned, no explanation why it was never returned, no explanation why it wasn't sent postage due or even where in the Post Office it actually is.  Not sure how I'm going to explain this to the buyer, plus when they actually find it and scan it the first scan will either be today or tomorrow.  So now they have my phone number and I'm waiting to hear back.  I'm probably going to try to get the box back and refund the buyer.  I sense a negative either way, so I might as well list it again

[ajw2203]

---

@a_c_green wrote:

---

@stickerberry wrote:

I really hate going to the post office and standing in line but I feel like that's what I'm gonna have to do from now on, that's the only way you're guaranteed a scan. 

---

The Self Serve Kiosk (SSK) machine in post office lobbies can now do a provisional Acceptance scan of the prepaid label on your package, after which you can drop it in the lobby drop box (assuming that it will fit). It's not officially in USPS hands until they scan it when unloading the drop box at collection time (or later), and you will see the Disclaimer below, but eBay does recognize the provisional scan as Accepted.

Word to the wise: check that the lobby drop box is not clogged with other packages before doing the  Acceptance scan at the SSK, or you may find yourself unable to actually drop off the package there, which can be a pain if it's an after-hours visit.

---

I tried this today.  Thank you for clarifying that ebay accepts this as accepted.  I checked tracking for ones I dropped a few minutes ago and don;t see how they would accept this as fact that it was dropped off but THANK YOU for telling me.  I'm going to use it all the time now.

Here's what it says  after I scanned it.  It would be a lot of useless work but, someone can scan it and not drop it in the box. 

USPS expects item for mailing (SSK)
SMYRNA, GA 30080
USPS has received electronic notification from our Self-Service Kiosk (SSK) in SMYRNA, GA 30080 on June 8, 2021 to expect your item for mailing.

[ynotmore]

I have not seen any USPS drop-in kiosks where I live.  Instead, I use scan sheets at the USPS office.

I ship multiple packages daily. It's not practical to have each box scanned in person. Instead, I'll use the scan sheet. I've been dropping off packages long enough, that if there is a line, I can drop off the sheet with a clerk to scan the sheet. With one or two, they'll actually print the receipt and drop it in my mailbox.

PS: i find getting a printed receipt updates the online status much, much faster than just getting it scanned.

[ajw2203]

Whoever said if you open a case USPS will find it is the winner.  He got it. not sure if i will hear from him again, hopefully not 

[a_c_green]

---

@ajw2203 wrote:

Whoever said if you open a case USPS will find it is the winner.  He got it. not sure if i will hear from him again, hopefully not 

---

No, all opening a case does is to ping the recipient post office in case they have it. In this case they did not, and thus they (Leo, IN) closed the case on June 4th. 

Finally, a full week later, the package showed up in the backlog at the Allen Park (MI) sorting facility, and once that got moving, it continued on from there.

Geographically, it looks like the package probably traveled by air from Georgia to Detroit, then by truck to Fort Wayne, and finally locally to Leo. The chokepoint seems to be between the airport and the Allen Park facility. 

Congratulations on getting out from under that one. 😊

[myboardid]

I would not communicate with him any further, except to say that you regret that you cannot refund unless he opens an INR case.  Then radio silence until he opens the case.

[ynotmore]

Late response with the same suggestion others have made:  wait for the buyer to open a request. The buyer has the option to open a dispute through their payment/bank account. If no tracking ever occurs - the buyer is guaranteed a refund, regardless of with whom they file the case.

Personally, I find the buyer's refusal to open a case suspicious, and that is demanding a refund outside of ebay protocols. For that reason, it may be worth reporting the buyer to ebay. You should not have to be suspicious of a buyer, especially one who spends $150.