refund for a lost package

[jbbowers12012]

Hi everyone, please dont' beat me up too badly I  - I really should know this.  I will soon likely have to refund a buyer as his purchase has been stuck out there for sometime now. (u know USPS lately)  What is the best way to refund without getting dinged by eBay?  The buyer has been very understanding & hasnt' filed an INR case as of yet.  Thank You.

[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.

[jbbowers12012]

TY - Very Helpful.

[sextons-sweet-deals]

Tell the buyer to open a case. Respond to that case with the current tracking information from your carrier. 

Do not just refund because the buyer is asking.

What does tracking show at this time?

[mam98031]

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@sextons-sweet-deals wrote:

Tell the buyer to open a case. Respond to that case with the current tracking information from your carrier. 

Do not just refund because the buyer is asking.

What does tracking show at this time?

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Why?  There isn't anything wrong with working out issues with your buyer via email and conversation.  A claim does NOT have to be in place as long as the two parties are working well together.  IDK why some think they have to have a case opened.  It isn't required and isn't necessary if the two parties are working well together.  There is no reason for the seller to tell the buyer to open an INR and have that added to their dings in the Service Metrics.

This OP and the buyer are working well together.  No need to throw a wrench in it.  However if the buyer desires to file one, they certainly have that right.  But as a seller I would not suggest it if things are going well without it.

[simba6]

Did you file a missing package case on the USPS web site?  If not, do so.  I have had many packages get delivered that way.

[north-by-northeast-finds]

Which one of the new RPDC hubs is your package delayed at? 

[jbbowers12012]

Last actual scan was at Phila. Pa. - For past 4 days only "in-transit" arriving late.  Been keeping the buyer advised.  TY. for your concern.

[adamcartwright]

I have had packages showing "in transit" for a week or so.

Follow the advice from @mam98031  and you'll probably be okay.

Hang in there.

[luckythewinner]

What is the best way to refund without getting dinged by eBay?

The "Item Not Received" process is the process that eBay has established for situations where a buyer has an item that he has not received. 

The best way to refund without getting dinged is to wait for the buyer to file and "Item Not Received" dispute, and respond to it with a full refund. 

[simply-the-best-for-you]

Last tracking only 4 days ago, it sounds like it's still moving.  I wouldn't refund yet.   You don't have to unless they open an INR & eBay doesn't extend it.  Like @mam98031  said, you are completely allowed to work it out with them directly, you don't have to have them file an INR.  I had a poor woman wait almost 2 months during COVID, but we knew it was in one of the 22 semis stuck in PA waiting to be unloaded & she was so sweet about it.   

If you want to refund her, you can just go to SH>orders, click on your drop down (you may have to scroll) & click Refund.   I personally would try & get them to wait a little longer just b/c things are taking so long.  I had a greeting card to my sister take 1 month to the day. 

What date were they expecting to get it approx? 

[jbbowers12012]

Thank You...............

[jbbowers12012]

TY.  good Advice.

[gloryglorygifts]

I wouldn't talk refund yet, since the customer seems to be currently working with you. I would file a missing mail with the USPS though, and provide the case number to your customer. This way, they know that you are actively trying to help them. Sometimes filing a missing mail with the USPS will nudge it along a little quicker. The customer can always open an INR case, which you would respond to with tracking. They would be covered under the buyer protection plan and ebay would provide the refund, not you. You would not get any dings from ebay for responding to a case quickly. 

https://www.usps.com/help/missing-mail.htm

[itsjustasprain]

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@simply-the-best-for-you wrote:

Last tracking only 4 days ago, it sounds like it's still moving.  I wouldn't refund yet. 

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Oh heck no. 4 days of silence is way too soon to assume that anything is wrong. I would fully expect it to pop up again anytime in the next few days at most.

Sign yourself up for tracking updates about that package on the USPS website and then the package will be reporting to you. Then you can update the buyer as soon as you get the word.