eBay refunds due to USPS delay

[deadlyhandsome*1]

I’ve been buying and selling on eBay for 19 years. I have a 100% positive feedback. I recently listed about 40 items and clearly listed the shipping method. One item sold and I shipped it the next day via the method shown in the listing. USPS tracking showed the item was delayed but would still be delivered. The delay was beyond my control. The buyer demanded a full refund. After a few days, eBay stepped in and gave the seller a full refund. The item has since been delivered, but I can no longer access the eBay return tool that allows me to send the buyer a return shipping label. I have no idea why eBay sides with the buyer when there was tracking that proved I shipped the item in a timely manner and the delay (11 days) was a USPS problem and not anything I had control of. I’m getting tired of getting beat up and eBay not supporting sellers. I’ve had buyers extort me demanding partial refunds or they would file complaints and eBay supports them and tells me to work it out with the buyer!  I’m about done with eBay. 

[myjunqueyourtreasure]

The tracking showed in transit. You should have called ebay and asked for more time for the parcel to be delivered.

[nodr-45]

Since the case already closed you can ask the buyer to refuse the package so the PO returns to sender, you can invoice the buyer through PayPal for re-payment or you can email the buyer a return shipping label. The buyer is not obligated to cooperate.

[juststuffisell]

Dang that is wrong on eBays part. As noted you can't make the buyer send the item back 😞

Are you sure eBay didn't do a courtesy refund to the buyer? I would check to make sure all you have to do is check your Paypal account if they payment doesn't show refunded, it was a courtesy paid by eBay.

I have priced these "work it out with the buyer" issues into my pricing now. I was tired of the same non-sense you mentioned with the extortion for a partial refund etc.

Cheers

[ms.rodriguez*]

Can you recall the package preventing the buyer from getting a freebie. You will have to pay. 

[alseyf-73]

eBay has stated that a refund request will be held up for impending delivery if there's been a tracking scan indicating movement within the last week for a domestic dispute, or within the last 10 days for an international conflict.

https://community.ebay.com/t5/Selling/Does-any-seller-ever-win-an-appeal/m-p/27291212#M1014522

[oldwestgold]

If the buyer refuses to return the item you should let the buyer know that you will be filing with the Postal Inspectors for mail fraud / theft.  This usually gets the buyer to return your item that I have found.  Be specific on the dates that you will take an action.  #1.  Contact the buyer via eBay message giving them 3 days to refuse or return the item showing a tracking number.  #2. If not completed on day 4 you will contact the Postal Inspection Services and file a theft report with your local police Dept as well as theirs. Then follow through. You can try contacting eBay but chances are their drones will not do anything. You would be better off filing with Paypal if that was how the payment was processed.  Good Luck!  Now the eBay Mod's can delete my post for some violation as they usually do.

[gamersbaystore]

I've had this happen to me before. Here's what I did and you should do as well. First send the buyer a message and let them know they need to pay for the item. If you get no response, go and review your unpaid items by going to my ebay, selling, and clicking on the overview tab. This will show which items are eligible for unpaid item cases.

If the item was refunded and tracking shows delivered, it should show up on the right side of the page under unpaid items.

If the buyer refuses to pay and the tracking shows delivered, open a case against them.

If the item doesn't show up under unpaid, contact ebay, they will give you a credit and force the buyer to pay up as well. I've had so many scandalous buyers open cases for items while they were still in transit I've lost count.

[irna_3847]

This is really helpful! Thank you for sharing. 

I have recently encountered the same issue. Buyer opened INR case through paypal 5 DAYS BEFORE the expected delivery date. And by the expected delivery date, paypal already made a decision in favor of buyer (full refund)... I was speechless. The item was delivered 3 days after expected delivery date due to USPS delay.

According to the above mentioned eBay policy, an eBay INR case would at least wait till the expected delivery date and even hold much longer given proper tracking information, right?

Obviously Paypal has different policy and when buyer open INR case through paypal, seller must lose.

[remispe_54]

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@gamersbaystore wrote:

If the buyer refuses to pay and the tracking shows delivered, open a case against [the buyer].

If the item doesn't show up under unpaid, contact ebay, they will give you a credit and force the buyer to pay up as well.

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Yes, very helpful; you got a kudo on that. Do you have a link to the eBay page to open that case?

[extrememobility]

You are doing very well as a seller with 100% positive feeback" Ebay will not support threats form buyers or( Extortion) as you put it! I have run into similar issues with shipping as well a found communicating with the buyer advising them of a problem and asking for their understanding helps allot , for example i received and order the same day a Hurricane was about hit" the post office was closed for a couple of days due to evacuation procedures so i notified the buyer of the delay and asked if they would like to cancel? the buyer was O;K with it and still gave positive feedback. so my point is if you communicate via ebay messaging you have a record of this and Ebay can see this! Also checking on the progress of your shipping tracking (daily) will help you be on top of things if a problem shows up? Good Luck!

[dhbookds]

@gamersbaystore 

do you mean open an unpaid item case?

@deadlyhandsome*1 

did you contact ebay after the case was opened to show them the delay or did you just let the case run?

[kim_y_buran]

If your buyer were an honest person he/she would have paid you once the item was received.  Unfortunately, you sold to a thief.  This happens.  Block, and move on.

[dtexley3]

As oldwestgold recommended send the buyer a polite request that they either refuse or return the item.  You may want to offer to pay the return shipping or send them a return label to facilitate the process.

eBay won't do much unless you do the following.   You have to have a police report to get much traction.

1. File mail fraud with USPS.  

2. File fraud complaint with ic3.gov

3. File with your local PD.  Insist on them taking a full report, and forwarding a copy to the buyer's PD.  With some departments you have to be insistent, remind them that mail fraud is a felony, not a civil matter.  Tell them a police report is required to make a claim with eBay.

4. Collect copies and records of all the above.

5 Call eBay, you can try to ask for Trust & Safety (some posters have stated that they were told that there is no such department).  Present your evidence, if you already refunded then you open an appeal, and upload all the evidence.

If you do all of the above eBay may refund you.  Of course they don't penalize the buyer, but at least you might get your funds back. There's no guarantee, but it's been reported that the police report is required in order for eBay to take action.

This also gets the buyer on the radar with the authorities and if they get reported a few times they will receive some unannounced visitors.

[gamersbaystore]

Yep, scandalous buyers try these tricks all the time. I've had several instances where buyers opened INR's and ebay gave them back their money, despite the item being delivered on time. And of course they will abuse Paypal's protections as well.

While ebay says INR's aren't available until expected delivery dates, that hasn't always been the case, at least not with my experience. I've had buyers open INR cases less 48 hours after placing their orders, so ebay isn't exactly being honest here.

Then its a cat and mouse game to get your money. If you open an unpaid item case against the buyer, its a strike against their account and buying privileges.

In some cases the buyer never paid and I forced ebay to credit my account for the missing money. I don't care what ebay says either, if I get ripped off as a result of their policies, I will tie up their phone line until they cave in and cough up the cash.