buyer never rec package, how to refund?

[montana_echoes]

So package went to Florida, another package sent to a diff city in florida the same day was delivered on 3/15.... but this package has no tracking updates after the 15th, just says "n Transit to Next Facility".

Contact with customer every day since the 16th... last friday.  He's been pretty patient and nice untill now.

This morning got a message that package still isn't in, and he's now bought Item from Amazon for less money and free shipping which is what he should have done in the first place. 

UG.

So, I did put a flag/track package in USPS but havne't heard back from them. I'm thinking I better refund before buyer negs me. Options in ebay don't show "refund". Just "view paypal transaction" ... so do I refund from their or is there another place in ebay that I should refund from?

And is this a hit on my account? I mailed the package on 11th (last monday) and post office shows it was processsed on that day. I can handle the refund (although I didn't need the last buyer comment...) but I've been out of selling for a year and refunding the wrong way can cause a hit on one's selling account so I need to  make sure I dot all i's for ebay as refunding process seems to change every year  -- I thought their used to be a "refund" option in the sold item view on ebay but I don't see it now.... 

advise...? Thanks! 

[laylajames9]

Do a buyer-requested cancellation and that will trigger the refund. Tell the buyer that if the package shows up they can mark it refused/return to sender.

[montana_echoes]

ah, so do a cancel order from the ebay side? 

[laylajames9]

Yes. The buyer did request it by letting you know they purchased elsewhere because of the delay. By doing the cancel through eBay you will also get your final value fees refunded.

The other option is to tell the buyer to file an Item Not Received, but that makes more work for the buyer. Keep it simple and easy. 🙂

[dtexley3]

If you cancel the item will be delivered and you are out of luck, they can keep the item and there's no way for you to get them to refuse it or send it back.

DO NOT REFUND until you make an effort to locate the package.

Go to the USPS site and file a lost package claim.  If they find it and it's delivered, great, the buyer can request a refund or keep it.  Otherwise you will eventually have to refund, but hopefully you have some USPS insurance on the shipment that will defray the loss.