What to do if item is delayed using usps? Usps says its still on the way to buyer?

[300ronin]

Sold an item dropped off at post office on 7/12 with 7/15 as estimate delivery.  Got message on 7/15 item wasn't received.   Told ebayer it's still on the way as tracking said they (USPS) were basically behind.  Also that 7/15 is just an estimate.  To be honest, 3 days does not seem like enough time to me but it's near the buyers address. 

Each day afterwards I get a message from buyer saying item wasn't delivered by 7/15.  7/22 they open item not received case and send me more messages today 7/23.  They said item must be lost and wants a full refund.  But I called USPS and they said it's on it's way.   

What to do?  

[natoman777]

Add tracking details to the case.  Wait.  This happens way to often with USPS, but it has nothing to do with sellers.  Buyers can open a case, but can't force you to refund if the item is still on it's way.  If the date for the closing of the case is soon, I encourage you to contact eBay about it by requesting a callback.  If the tracking shows it is still on the move, you should be ok

[300ronin]

Made a mistake it's a freight forwarding company.  Might be a scam. 

[pickermall]

Upload the tracking number to the case and in the comments specify what the tracking results are. If it going to a freight forwarder, and it shows delivered there, you should be ok!

[inhawaii]

IMMEDIATELY respond to the item not received case.

Make sure you UPLOAD THE TRACKING NUMBER.

A short explanation ... purchased on X date, shipped on X date, tracking shows X.

Usually if the package still shows recent movement,  ebay will give you a little more time

and tell the customer to wait a little longer.

If the package does not show recent movement, ebay may refund the buyer with your funds.

Good luck!

[the_fancy_fox]

No mistake. Once it’s delivered to the freight forwarder your done.

[luckythewinner]

"IMMEDIATELY respond to the item not received case."

"Upload the tracking number to the case"

"Add tracking details to the case."

I do not see anywhere in the OP's post  that mentions an INR case. It simply said the buyer had sent messages. 

Made a mistake it's a freight forwarding company.  Might be a scam. 

Or it could simply be that the buyer is rightfully concerned that 11 days have passed and the item has not been delivered to the freight forwarder yet.

What USPS service did you use? What does the tracking on the USPS website say about the package? Has it received any scans? 

What to do if item is delayed using usps

You apologize on behalf of the USPS and communicate with the buyer as patiently and reassuringly as possible.  If the buyer does open a case, you respond with the tracking number and hope it gets delivered before the case is decided. 

Not pointing fingers, but there are actually situations where a USPS is the seller's fault, due to a label that won't scan or that falls off or sticks to another package. 

[squinkercat59]

This is happening more and more, and luckily I have had understanding buyers who are willing to wait a bit. I have found that if I go to the USPS website and fill out the "where's my mail" or lost package forms, the item will miraculously emerge and start on its way again. I recently had one package delayed because the bar code had gotten a big blob of black ink across it (had to be at my post office on this end) and they couldn't scan it along the way, and it was about two weeks late. Sometimes a small package will be stuck in a corner somewhere and if they aren't prodded to look for it, they won't. In 20+ years I have only had one US package completely disappear.

[pickermall]

OP said this in the initial post...

"7/22 they open item not received case and send me more messages today 7/23. They said item must be lost and wants a full refund"

Easy to overlook... I had to re-read it myself to make sure

[craft-stash]

🇺🇸

[slippinjimmy]

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@300ronin wrote:

Sold an item dropped off at post office on 7/12 with 7/15 as estimate delivery.  Got message on 7/15 item wasn't received.   Told ebayer it's still on the way as tracking said they (USPS) were basically behind.  Also that 7/15 is just an estimate.  To be honest, 3 days does not seem like enough time to me but it's near the buyers address. 

Each day afterwards I get a message from buyer saying item wasn't delivered by 7/15.  7/22 they open item not received case and send me more messages today 7/23.  They said item must be lost and wants a full refund.  But I called USPS and they said it's on it's way.   

What to do?  

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What is the date and location of the last USPS scan?

Maybe post a screenshot of the tracking or the actual tracking number so we can see what is going on.

[300ronin]

Now looking at the address some are saying it's being used to scam people. 

8550 NW 70th St
# RP-________
Miami, FL 33166-6216
United States

Last tracking says 

July 18, 2022
In Transit, Arriving Late
Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility

Buyer doesn't want to to wait and first told me they didn't receive anything at 11am day it was first estimate to arrived.  

[slippinjimmy]

It's good that it's showing July 18th as the last scan, eBay will usually put these INR claims on hold if the last tracking is less than 10 days ago.

I've seen them do that automatically after adding the tracking to the refund request along with an explanation to the buyer.

If you want to make sure you get an extension you need to contact eBay.

[dbfolks166mt]

      Appears to be a known problem buyer. If this is the same person and the same address. 

https://badbuyerlist.org/buyer/c1f97c6c1807bd611c692f38 

[dbfolks166mt]

      If you sent it priority mail it comes with USPS insurance up to $50, $100 if you are a TRS. Start by opening a missing mail request with USPS online not over the phone. If they cannot find it open a insurance claim with USPS, it generally encourages them to find the package. Following are the timelines for opening a claim with USPS.