USPS lost the package - buyer open the missing claim - what to do?

[ikea_lover]

Hello every one!

Need help with selling case - I sent the item to the buyer via USPS ground advantage, and after 2 weeks I receved a message from the buyer that the item is still in California and there is no tracking updates for 12 days, so the buyer opened missing package claim with USPS. Now it is 3 weeks after i sent the package and nothing happened, USPS doesnt respond to the buyer.

What should I do?  Should I file an insurance claim (probably for ground advantage it should be 100$ insurance included the lable was bought via eBay)? And what to do with the buyer refund him or send new same item?

Also if the buyer stared the missing claim how will be refunded from USPS?

Thanks!

[caldreamer]

Seller has responsibility to file "lost claim" with USPS.   You paid for the shipping through EBAY portal.   You can file a "lost package" claim with USPS (however, if post office decides package is just "delayed" this will give you any money).   Include a copy of your EBAY invoice to customer showing the value of this shipment.

https://www.ebay.com/help/selling/shipping-items/shipping-insurance?id=4643&st=3&pos=1&query=Shippin...

If customer opens "did not receive item" case against you...you must either refund "purchase price + shipping".    Then you can ask customer to "repurchase item" that way EBAY has a record of what transpired.

If you "send replacement" without documenting through EBAY system (customer could still demand "refund for lost item" and you would be forced to comply even though you sent replacement already).

[caldreamer]

I misspoke...meant to say that USPS if NOT give you money if they decide package is "just delayed".

[mam98031]

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

[jrkirk]

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@mam98031 wrote:

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

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If there is an INR filed, as previous poster has said above, respond to that with the tracking number, which will protect you from any refund loss. Then follow the postings on that daily until it is resolved. Do not ignore this or you may lose both the item and the money.

[mam98031]

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@jrkirk wrote:

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@mam98031 wrote:

If a buyer contacts you with a delivery issue or if the buyer opens an INR, IMHO these are the steps to take.

If an INR was opened, make sure you upload the tracking number to the INR right away.

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

Contact your buyer. Keep all contact inside the INR filed so everything is recorded on the claim. Let your buyer know you are working with USPS to get their package delivered. Apologize for the delay. And let them know you filed a trace which takes between 48-72 hours for USPS to respond. As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.

If there is movement on the tracking within the last 7 days, Ebay will keep the INR open. Do not voluntarily issue the refund yet. It is highly likely the package is going to get delivered, it is just late. Annoying for the buyer for sure. Just stay in touch with them and assure them you are working on a resolution.

---

If there is an INR filed, as previous poster has said above, respond to that with the tracking number, which will protect you from any refund loss. Then follow the postings on that daily until it is resolved. Do not ignore this or you may lose both the item and the money.

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@jrkirk 

I did cover that.  But thank you for calling it out again as it is an important thing to do.  I highlighted it above for your ease.

[jrkirk]

I know you covered 'that', and that is why I copied your long post. Guess I should have tried to shortened the copied post, but not sure the software allows that. But I did copy your id so you could see that part. Getting the tracking number posted to the INR claim, is the important part. Not sure about the rest of your comment.

[mam98031]

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@jrkirk wrote:

I know you covered 'that', and that is why I copied your long post. Guess I should have tried to shortened the copied post, but not sure the software allows that. But I did copy your id so you could see that part. Getting the tracking number posted to the INR claim, is the important part. Not sure about the rest of your comment.

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 Yes, you are correct.  We don't disagree.  Logging your tracking number into the INR is a very important step for a seller to make within the first couple of days after the INR is opened.

I didn't mean to upset you.  Your post in response to mine read as if I had not brought attention to this fact about INRs.  I merely went by what you said.  I did not know that your intention was to just repeat what I had said.  It read to me as if you thought I had not said that.

I'm glad we worked through this and you are absolutely correct.  Logging the tracking number into the INR is very important.

[buyselljack2016]

 respond to that with the tracking number, which will protect you from any refund loss.

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Please explain in detail how providing that tracking # for an "item not received" will protect a seller from any refund loss

[golfingaddict]

File a claim online with the US Post Office. You can file a claim in 15 days.  There is no reason to wait.

Use a screen shot of your order details for proof of value.   I've had claims approved within 5 days.

I've filed and received refunds three times in the last two months.  (USPS Ground Advantage) Postage purchased on eBay.

File a Claim | USPS

[luckythewinner]

I will just emphasize that a USPS insurance claim and an eBay "Item Not Received" dispute are two completely separate processes.

If your buyer files a dispute with eBay, you must respond to the dispute in eBay within the allotted time.  eBay is not going to pause the dispute and wait for the outcome of a USPS claim. 

If that happens, you will need to deal with the dispute and refund the buyer and then pursue the USPS insurance claim on your own.

As for sending a replacement item - IMHO the eBay system does not handle this very well. I always refund the buyer and ask them to re-purchase. That way, all the timelines, deadlines and tracking information are reset.

[sassykzt]

In order to file a claim successfully  w/  USPS, you must provide evidence showing that you have refunded the buyer.  A screenshot of showing how much the buyer paid w/ shipping and date of the refund is necessary for USPS to approve your claim.  Also get the # of the missing mail case from your buyer.

After refund and if you have replacement merch and your buyer still wants the item, ship it w/ another carrier-- UPS?  There are several sorting /distribution centers in CA that are notoriously slow.  I had my birthday presents from family sitting at two of these in CA for 2 - 3 weeks and they were all priority mail!

Good luck and let us know how things turn out.